Outlook
Kasha Hester
Collections Specialist
Little Rock,AR
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in Collections industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
CUSTOMER SERVICE REPRESENATIVE
ARKANSAS BLUE CROSS BLUE SHIELD
Little Rock, AR
2 2024 - Current
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Managed over 60 customer calls per day.
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Review insurance policy terms to determine whether particular loss is covered by insurance.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered constant flow of customer calls with minimal wait times.
CUSTOMER SOLUTIONS REPRESENATIVE
ALLY FINANCIAL
Little Rock, AR
08.2015 - 10.2023
- Educated customers about billing, payment processing and support policies and procedures.
- Processed 160+ calls a day with 17% higher success rate than company average.
- Performed first party collections by making at least 120 calls per day on an automated dialer.
- Exceeded monthly goal with over $300,000 collected per month
- Identified delinquent accounts, took appropriate action, and recorded pertinent notes in system
- Resolved complex customer issues while negotiating immediate or extended payment arrangements
- Utilize skip-tracing tools in locating responsible persons avoiding detection
- Mitigated losses by collecting on the highest degree of designated high risk delinquent accounts on auto loans
- Operate phone, PC, and collection software
- Took advantage of opportunities to improve customer experiences and encourage repeat business.
CUSTOMER SERVICE/ TECH SUPPORT
AT&T
Little Rock, AR
12.2010 - 08.2015
- Provided excellent customer service to resolve customer complaints in a timely manner
- Assist customers during software releases, including answering questions and general systems support when necessary
- Thoroughly understanding, reproducing, and solving technical issues
- Received an average of 85% customer satisfaction rating to date, 15% higher than the company average Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and cancelling services
- Coordinate with other Support Specialists to assist with calls and take over when dealing with a challenging customer concern or request
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
J.A. FAIR MAGNET HIGH SCHOOL
Little Rock, AR 08.1999 - 05.2003
Skills
Collections Management
Database Maintenance
Multi-Line Phone Systems
Active listening abilities
Excellent Communication
Accurate payment posting
Spreadsheet Tracking
Complaint Investigation
Account Management
Regulatory Compliance
De-Escalation Techniques
Call Documentation
Customer Service Account Updating
CRM Software Document
Records Management
Microsoft Office
Software
Microsoft Word
Excel
Powerpoint
Timeline
CUSTOMER SOLUTIONS REPRESENATIVE
ALLY FINANCIAL
08.2015 - 10.2023
CUSTOMER SERVICE/ TECH SUPPORT
AT&T
12.2010 - 08.2015
High School Diploma -
J.A. FAIR MAGNET HIGH SCHOOL
08.1999 - 05.2003
CUSTOMER SERVICE REPRESENATIVE
ARKANSAS BLUE CROSS BLUE SHIELD
2 2024 - Current