Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Software
References
Timeline
Generic

Kennedy Scotlyn Brooks

Douglasville,GA

Summary

Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.

Overview

2
2
years of professional experience

Work History

Repossession Specialist

CarMax Auto Finance
08.2023 - Current
  • Reduced outstanding debts by negotiating payment arrangements with debtors as alternative to repossession.
  • Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
  • Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
  • Initiated repossession process or service disconnection upon failure of other collection methods.
  • Minimized company liability by adhering strictly to state and federal regulations during all aspects of repossession process.
  • Streamlined repossession processes for increased efficiency in asset recovery operations.

Senior Resolutions Coordinator(seasonal)

Walmart.com
10.2023 - 01.2024
  • Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Kept accurate records to document customer service actions and discussions.
  • Streamlined vendor management processes, facilitating improved relationships and timely service deliveries.
  • Contributed to business growth by identifying opportunities for process improvement and recommending actionable solutions.
  • Responded proactively and positively to rapid change.

Late Collections Representative

CarMax Auto Finance
02.2023 - 08.2023
  • Boosted recovery percentages by establishing payment plans tailored to individual debtor circumstances.
  • Demonstrated exceptional problem-solving abilities in addressing complex collection scenarios, leading to successful resolutions.
  • Managed a high volume of inbound and outbound calls on accounts 31 to 60 days delinquent, achieving daily targets for contacts and commitments to pay.
  • Played a key role in reducing account aging by proactively identifying at-risk accounts and initiating early intervention measures.
  • Adapted quickly to changing priorities, maintaining a high level of performance and attention to detail in the fast-paced collections environment.
  • Processed payments and applied to customer balances.

Early Stage Collections Representative

CarMax Auto Finance
07.2022 - 02.2023
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Managed a high volume of inbound and outbound calls on accounts 1 to 30 days past due, achieving daily targets for contacts and commitments to pay.
  • Increased team productivity by providing training and support on best practices in debt recovery strategies.
  • Forged positive relationships with clients, understanding their unique situations while effectively managing outstanding debts.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.

Education

Some College (No Degree) - Business Administration And Management

Georgia State University
Atlanta, GA

Skills

  • Customer Service Orientation
  • Self-Motivation
  • Time Management
  • Record Keeping Proficiency
  • Persuasive Techniques
  • Written and oral Communication
  • Active Listening
  • Problem Solving Strengths
  • Critical Thinking
  • Organizational Skills
  • Credit and Collections
  • Negotiation and Resolution
  • Quality Standards Compliance

Accomplishments

Lowest ACW(after call work) Score for 6 months consecutively

Highest Productivity

Top Cure Percentage


Software

JIRA

Microsoft

CIC 2019 R2 Patch4(Interaction Desktop)

Alfa Financial Software Limited 2022

CallMiner Coaching

References

References available upon request.

Timeline

Senior Resolutions Coordinator(seasonal)

Walmart.com
10.2023 - 01.2024

Repossession Specialist

CarMax Auto Finance
08.2023 - Current

Late Collections Representative

CarMax Auto Finance
02.2023 - 08.2023

Early Stage Collections Representative

CarMax Auto Finance
07.2022 - 02.2023

Some College (No Degree) - Business Administration And Management

Georgia State University

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Kennedy Scotlyn Brooks