Kevin Williams

Agent support & escalation handling – assist reps with accounts, take over escalated calls, and provide real-time guidance

Process & case management – review accounts, work ALFA cases, decision PPR/payment tasks, and manage repo status (hold/open/close)

Reporting & monitoring – track KPIs, monitor call volumes, and share performance insights

Inbox & workflow coordination – manage queues (OnPoint/Level inbox), assign tasks, and ensure timely follow-ups

Cross-team communication – coordinate with departments and relay leadership updates

Coaching & quality support – review calls, give feedback, and help improve agent performance

• Analyzed account histories and identified collection strategies to maximize recovery.
• Applied negotiation tactics when dealing with difficult customers or those who have financial hardship issues.
• Developed and implemented collection strategies to reduce delinquency rates.
• Communicated professionally and empathetically with debtors to collect outstanding payments.
• Maintained detailed notes on all conversations with customers regarding their account status and payment arrangements.
• Mentored new hires and assisted with the transition to collection floor.

• Collecting on various types of collection accounts.
• Maintained perfect attendance.
• Consistently met my monthly goals.
• Maintained positive, persuasive demeanor throughout collection calls.
• Analyzed account histories and identified collection strategies to maximize recovery.

• Managed construction sites on large scale commercial projects such as Nebraska Furniture Mart and Interstate 35.
• Received certificates from the Texas department of transportation in Asphalt field and Lab training.
• Worked well on my own and while managing others.
• Diagnosed errors or technical problems to determine proper solutions.

• Restructured Personal Loans by lowering payments and adjusting interest rates to assist our customers.
• Advanced from an entry level position to a back-end ownership position in less than 3 months.
• Consistently met monthly delinquency goals.
• Excelled in Work from Home Position.

• Assisted customers and representatives with upgrades and credit approvals effectively and in a timely matter.
• Met monthly goals and statistics consistently.
• Exceeded expectations in Quality Assurance.