Kathiana Rene
Tampa,FL
Summary
Detail-oriented professional with expertise in managing complex account operations, ensuring accuracy and compliance with regulatory standards. Proficient in resolving issues, documenting processes, and meeting performance metrics across multiple systems. Strong attention to detail enhances operational efficiency and supports organizational goals.
Overview
5
5
years of professional experience
Work History
Auto Collection Specialist III
JPMorgan Chase
Tampa, FL
11.2025 - Current
- Created detailed documentation outlining all steps taken during each transaction for audit review purposes.
- Handle vehicle repossession accounts, including reviewing account status, discussing resolution options, and coordinating next steps in accordance with company policies and procedures.
- Consistently meet or exceed performance expectations related to collections, productivity, quality, compliance, customer experience, and account resolution.
Auto Collection Specialist I
JPMorgan Chase
Tampa, FL
06.2025 - 11.2025
- Managed inbound and outbound calls to assist customers with delinquent auto accounts, negotiating payment arrangements and educating them on repayment options. Contributed to reduced delinquency rates and enhanced account recovery by maintaining a professional and empathetic approach.
- Adhered to FDCPA and company compliance policies, ensuring ethical collection practices and safeguarding customer confidentiality.
Mail Handler
United States Postal Service
Tampa, FL
11.2021 - 09.2025
- Processed high volumes of mail daily, ensuring accurate sorting and routing for timely distribution.
- Demonstrated meticulous attention to detail when handling fragile or sensitive items, resulting in a 95% error-free handling rate and high customer satisfaction.
- Assembled and packaged mail for bulk dispatch, meeting and often exceeding daily processing quotas.
- Cross-trained in multiple areas to support departments during peak times, enhancing overall team flexibility and responsiveness.
Member Support Representative II - Verifications
ID.me
Tampa, FL
03.2024 - 08.2024
- Resolved account discrepancies in a timely and accurate manner, consistently achieving a 98% accuracy rate.
- Trained new representatives on verification processes and quality standards, resulting in a 15% reduction in average case resolution time.
- Analyzed customer feedback and collaborated with team members to implement service improvements, directly enhancing customer experience.
Education
Bachelor of Arts -
Milwaukee Institute of Art & Design'
05-2018
Skills
- Problem Solving
- Attentiveness
- Resolving Conflict
- Adept in Technology
- Customer Service
- Account Research & Analysis
Timeline
Auto Collection Specialist III
JPMorgan Chase
11.2025 - Current
Auto Collection Specialist I
JPMorgan Chase
06.2025 - 11.2025
Member Support Representative II - Verifications
ID.me
03.2024 - 08.2024
Mail Handler
United States Postal Service
11.2021 - 09.2025
Bachelor of Arts -
Milwaukee Institute of Art & Design'