Kai Tompkins
North Las Vegas
Summary
Award-winning Resolution Specialist with over a decade of experience in creating meaningful customer connections and successfully recovering outstanding debts. Demonstrated proficiency in account analysis with the highest attunement to the needs of the company and the customer.
Overview
18
18
years of professional experience
Work History
Internal Collections Representative
AMH
10.2024 - Current
- Successfully collaborated with department heads and Legal to implement required FDCPA training for all current /future reps.
- Calls frequently highlighted in coaching sessions as best-practice models for new team members.
- Collaborated with department leaders to develop effective email verbiage for increased customer engagement.
- Conducted account reviews to identify patterns in payment behavior and enhance collection strategies.
- Utilized payment processing systems to facilitate timely transactions and resolve customer inquiries.
Member Service Representative (MEDICAID)
Elevance Health
01.2020 - 10.2024
- Earned more than 10 customer service awards for exemplary call quality.
- Demonstrated consistently high customer interaction scores with the highest number of perfect call surveys in the department
- Addressed technical issues and troubleshooting solutions.
- Implemented feedback mechanisms to identify areas for service improvement and enhance member experience.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Collections Specialist
Capital One
03.2008 - 05.2019
- Won Associate of the Month numerous times
- Awarded distinction for top five percent performance across the enterprise twice
- Honored with an achievement award combating bust out fraud
- Editor and columnist for the Capital One Collections newsletter
- Selected for training and supervisory rotations supporting new reps and mentoring new hires
- Built a strong customer connection by active listening and using empathy.
- Liaising between departments as needed.
- Analyzing account data to determine what products/plans were most appropriate. Ensuring success of suggested remedy by performing customer outreach/follow up.
Education
Associate of Science - Early Childhood Education
College of Southern Nevada
Las Vegas, NV05.2024
Skills
- Relationship Management
- Data Analysis Skills
- Written Correspondence
- Conflict Resolution
- Customer Service
Timeline
Internal Collections Representative
AMH
10.2024 - Current
Member Service Representative (MEDICAID)
Elevance Health
01.2020 - 10.2024
Collections Specialist
Capital One
03.2008 - 05.2019
Associate of Science - Early Childhood Education
College of Southern Nevada