Kennedy Brooks
DOUGLASVILLE,GA
Summary
Professional Customer Service Specialist with a strong commitment to team collaboration and delivering results. Skilled in conflict resolution, communication, and client relations, with a proven ability to adapt and thrive in fast-paced environments. Known for a positive attitude, effective problem-solving skills, and consistently providing high-quality service that meets evolving client needs. Recognized for reliability and dedication to maintaining customer satisfaction and fostering a supportive team atmosphere.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Repossession Collections
CarMax Auto Finance
Kennesaw, GA
08.2024 - Current
- Recovered overdue balances through effective communication and negotiation, handling approximately 30 inbound and outbound calls daily to resolve accounts while maintaining positive client relationships and exceeding collection targets.
- Managed and resolved repossession cases by working with consumers to secure payments or bring accounts current, successfully closing cases upon meeting compliance and payment terms.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Ensure all collection and repossession activities are conducted in line with company policies and industry regulations.
- Resolved challenging situations with friendly but firm strategies.
- Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
Senior Resolution Specialist
CarMax Auto Finance
Kennesaw, GA
10.2023 - 01.2024
- Served as a subject matter expert on dispute resolution, advising colleagues on best practices and industry trends.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Late Collections
Carmax Auto Finance
Kennesaw, GA
02.2023 - 08.2023
- Managed a high volume of inbound and outbound calls on accounts 31-60 days past due, achieving daily targets for contacts and commitments to pay.
- Exhibited strong time management skills, prioritizing tasks based on urgency and potential impact on business objectives.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked with customer to create debt repayment plan based on current financial condition.
- Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
Early State Collections
CarMax Auto Finance
Kennesaw, GA
07.2022 - 02.2023
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls on accounts 1-30 days past due.
- Counseled debtors on payment options and arranged installment agreements.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Forged positive relationships with clients, understanding their unique situations while effectively managing outstanding debts.
Customer Service Representative
Hertz Car Sales & Car Rental
College Park, GA
12.2021 - 07.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Conducted thorough inspections of vehicles before and after rentals, minimizing damage claims and maintaining fleet quality.
- Streamlined the rental process with efficient use of car rental software programs and tools.
- Trained new employees on company policies, software usage, sales techniques, and customer service best practices.
Beauty Consultant Sales Representative
Cova Beauty
Stockbridge, GA
06.2019 - 10.2020
- Kept up-to-date with industry trends and new product launches, enabling accurate recommendations for clients.
- Delivered exceptional customer service, addressing client concerns and providing solutions to meet their unique needs.
- Increased sales revenue through effective product demonstrations and persuasive communication skills.
- Collaborated with team members to achieve monthly sales targets and maintain a positive store environment.
- Assisted customers in finding suitable products within budgets without compromising quality or personal preferences.
- Maintained inventory levels by conducting regular stock checks and placing orders as needed, ensuring optimal product availability.
Education
High School Diploma -
Woodland High School
Stockbridge, GA05-2018
Some College (No Degree) -
Georgia College And State University
Milledgeville, GASkills
- Asset recovery
- Adaptability and Flexibility
- Collection strategies
- Time Management
- Microsoft Office
- Damage Claims
- Active Listening
- Product Sales
- Data Entry
- Customer Satisfaction
Certification
In progress
IT Security: Defense against the digital dark arts
Timeline
Repossession Collections
CarMax Auto Finance
08.2024 - Current
Senior Resolution Specialist
CarMax Auto Finance
10.2023 - 01.2024
Late Collections
Carmax Auto Finance
02.2023 - 08.2023
Early State Collections
CarMax Auto Finance
07.2022 - 02.2023
Customer Service Representative
Hertz Car Sales & Car Rental
12.2021 - 07.2022
Beauty Consultant Sales Representative
Cova Beauty
06.2019 - 10.2020
In progress
IT Security: Defense against the digital dark arts
High School Diploma -
Woodland High School
Some College (No Degree) -
Georgia College And State University
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