Katonya Shivers
McDonough,GA
Summary
Detail-oriented and highly organized professional seeking a full-time position to utilize strong interpersonal skills, excellent time management abilities, and problem-solving capabilities. Thrives in a team environment with a proven track record of successfully managing multiple projects simultaneously with a high degree of accuracy. Known for dependability and a positive attitude, always willing to take on additional responsibilities to ensure team success and meet collective goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Collections Lead
Hire Dynamics Atlanta Ga
03.2022 - Current
- Maintained high volume of calls and met demands of busy and productive group.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Material Handler
Matheson Flight Extenders, Inc
01.2018 - 03.2024
- Sorting of mail from various zip codes, trainer
- Unloaded incoming shipments to verify accuracy of deliveries and check possible damages.
- Facilitated smooth operations, coordinating with various departments to fulfill material requests promptly.
- Attached identifying tags to containers to mark with identifying shipping information.
Call Center Representative
Century Interactive
06.2011 - 01.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Representative
MCI WorldCom
05.2006 - 06.2011
- Answered inbound calls related to billing questions for company phone bills
- Worked with Escalation department to assure customer disputes were handled in a timely manner.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
MBA - Business Management
Georgia State University
Atlanta, GA05.2025
High school diploma -
East Central High School
Tulsa, OK05.1992
Skills
- Goal-Oriented
- Strong negotiation skills
- Compliance Awareness
- Debt recovery expertise
- Empathy and Tactfulness
- New Hire Training
- Conflict resolution techniques
- Account Reconciliation
Personal Information
References upon request
Certification
CPR certified through Blue Cross Blueshield
Timeline
Collections Lead
Hire Dynamics Atlanta Ga
03.2022 - Current
Material Handler
Matheson Flight Extenders, Inc
01.2018 - 03.2024
Call Center Representative
Century Interactive
06.2011 - 01.2018
Customer Service Representative
MCI WorldCom
05.2006 - 06.2011
MBA - Business Management
Georgia State University
High school diploma -
East Central High School
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