Karen Ingram
North Lauderdale,FL
Summary
Pursued opportunities to leverage skills in customer care and business support while enhancing knowledge in collections and value-based decision-making to mitigate company risk.
Overview
16
16
years of professional experience
Work History
Credit Analyst
American Express
Sunrise
04.2010 - 04.2026
- Managed collections for overdue and current accounts in special customer segment (seg a) with balances exceeding $30k. Supported achievement of daily performance metrics including cpph, acw, utilization, and schedule adherence.
- Assisted teams in completing projects on schedule and within budget. Supported project coordination efforts to enhance team collaboration. Contributed to the development of project plans and timelines.
- Achieved top collector status by implementing effective collection strategies.
- Enhanced performance metrics, improving fair/poor ratings by over 14% year over year.
- Achieved exceptional calls per hour (CPPH) metrics for both inbound and outbound communications.
- Inspired peers to achieve next account goals, enhancing overall team performance.
Education
Certified Debt Arbitrator Training
International Association of Professional Debt Arbitrators
01.2009
Microsoft Office Suite - Word, Excel, Outlook
Computer Business School
01.2001
Client Service Development
Motivational Management
Boca Raton, FL01.2001
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Miami Technical Institute
01.1996
Skills
- Achieved high customer satisfaction rates by effectively managing complaint resolution processes Enhanced team performance through targeted training and support in conflict resolution techniques Improved operational efficiency by refining complaint handling protocols
- Assessed account data and formulated decisions to drive effective account strategies
- Achieved significant reductions in call handling time, leading to enhanced customer satisfaction Streamlined communication processes to facilitate quicker resolutions for customer inquiries Fostered a collaborative environment that prioritized timely and effective service delivery
- Achieved significant improvements in clients' credit scores through targeted repair strategies Enhanced client satisfaction by providing personalized support and guidance throughout the credit repair journey Fostered long-term relationships with clients, resulting in increased referrals and repeat business
- Executed comprehensive credit bureau reporting to facilitate informed decision-making and enhance credit risk assessment
- Achieved high customer satisfaction ratings through effective resolution of inquiries Improved team performance by implementing best practices in customer service Enhanced operational efficiency by streamlining communication processes with customers
- Achieved significant improvements in account recovery through targeted collection initiatives Enhanced operational efficiency by optimizing account management processes Fostered strong relationships with clients to facilitate timely debt resolution
- Achieved streamlined workflows by leveraging Microsoft Office products for documentation and reporting Enhanced team communication and project tracking through proficient use of spreadsheets and presentations Improved overall efficiency by implementing best practices in software utilization
- Achieved clarity in data analysis by identifying key correlations that informed project direction Delivered actionable insights through thorough examination of research data Enhanced reporting processes to highlight significant analytical outcomes
Timeline
Credit Analyst
American Express
04.2010 - 04.2026
Certified Debt Arbitrator Training
International Association of Professional Debt Arbitrators
Microsoft Office Suite - Word, Excel, Outlook
Computer Business School
Client Service Development
Motivational Management
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Miami Technical Institute