Kayla McCurley
Grant,AL
Summary
Dynamic professional with a proven track record in collections processing and account management at AT&T Mobility. Excelled in building strong customer relationships, enhancing satisfaction, and efficiently managing financial transactions. Demonstrated exceptional negotiation skills and a commitment to resolving customer inquiries, achieving high first-call resolution rates. Skilled in maintaining compliance with regulations and handling sensitive information with utmost confidentiality.
Overview
6
6
years of professional experience
Work History
Collections Agent
AT&T Mobility
11.2023 - Current
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Sales Associate
AT&T Mobility
05.2022 - 11.2023
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Insurance Agent
TTEC
02.2020 - 02.2021
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
Healthcare Customer Service Representative
BCBS
02.2019 - 02.2020
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
Education
Ged
Skills
- Payment arrangement
- Skip tracing
- Collections processing
- Account management
Accomplishments
Completed management training course with AT&T Future you program
Timeline
Collections Agent
AT&T Mobility
11.2023 - Current
Sales Associate
AT&T Mobility
05.2022 - 11.2023
Insurance Agent
TTEC
02.2020 - 02.2021
Healthcare Customer Service Representative
BCBS
02.2019 - 02.2020
Ged