Kialauna Evans
Mesquite
Summary
Collections Professional experienced in optimizing processes and enhancing client relationships. Achieved high recovery rates through effective account monitoring, negotiation, and communication skills. Focused on continuous improvement and compliance while maintaining positive customer relations.
Overview
13
13
years of professional experience
Work History
Collection Customer Service Representative
Genpact Services
Richardson, Texas
07.2022 - 05.2026
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Maximized recovery rates by implementing innovative collection techniques that balanced customers.
- Identified trends in delinquent accounts through regular analysis of account data, allowing for targeted intervention strategies to increase recoveries.
- Worked with customer to create debt repayment plan based on current financial condition.
- Processed debtor payments and updated accounts to reflect.
- Managed customer inquiries regarding account status and payment options.
- Resolved billing disputes through effective communication and problem-solving skills.
- Assisted customers with understanding their payment options.
Billing Specialist
HMSHost
Irving, Texas
12.2018 - 07.2022
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Increased revenue retention by setting up follow-up system for outstanding payments.
- Managed monthly billing cycles to ensure timely issuance of invoices and statements.
- Maintained up-to-date knowledge of billing regulations and compliance requirements, ensuring adherence to legal standards.
Collections Agent
Spectrum Business
Addison, Texas
02.2013 - 11.2018
- Established rapport with customers by understanding their situations and seeking fair resolutions.
- Processed payments and applied them to customer balances.
- Managed customer accounts to ensure timely collection of outstanding payments.
- Processed payments and applied to customer balances.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
- Strengthened client relationships through clear communication and prompt issue resolution.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Upheld privacy and security requirements for customer information.
- Contributed to development of strategies that enhanced collections process efficiency.
Education
High School Diploma -
Desoto High School
DeSoto, TXAssociate Of Applied Business -
Moore of Applied Science
Baton Rouge, LASkills
- Debt recovery
- Debt settlement
- Collections optimization
- Payment processing
- Skip tracing
- Customer service
- Results-driven
- Stress tolerance
- Excellent communication
- Assertiveness
Work Preference
1, ["Full Time"], ["Remote","Hybrid"], ["Career advancement","Work-life balance","Paid time off","Healthcare benefits","Work from home option"], []
Timeline
Collection Customer Service Representative
Genpact Services
07.2022 - 05.2026
Billing Specialist
HMSHost
12.2018 - 07.2022
Collections Agent
Spectrum Business
02.2013 - 11.2018
High School Diploma -
Desoto High School
Associate Of Applied Business -
Moore of Applied Science