Kaley Leatherwood

I work in billing here at AFC and I assist borrowers with payments and discussing loan terms.

• Maintained strict confidentiality of bank records and client information.
• Originated, reviewed, processed, closed, and administered customer loan proposals.
• Assisted customers in understanding loan terms and conditions to make informed decisions.
• Developed strong relationships with customers through high levels of customer service.
• Established plans and payoffs for customers' loans, prioritizing control of overall costs.

I assisted customers with their home warranties, if something under warranty was down i would create a ticket for a tech to go out and resolve issues as fast as possible.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Actively listened to customers and handled concerns quickly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

I worked in the retention department in DirecTv so the challenge was my favorite part. Customers were calling in upset wanting to cancel services and i would upsell product offer any assistance available and deescalate.

• Responded to customer requests for products, services, and company information.
• Identified and resolved discrepancies and errors in customer accounts.
• Educated customers about billing, payment processing and support policies and procedures.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Investigated and resolved customer inquiries and complaints quickly.
• Met customer call guidelines for service levels, handle time and productivity.