Kiara Parham
Forney,TX
Summary
Results-driven professional with a strong track record in optimizing client experiences and delivering exceptional service excellence. Renowned for adeptly managing client relationships and swiftly resolving issues to uphold high satisfaction standards. Collaborative team player focused on achieving impactful outcomes, with proven ability to adapt to evolving needs and environments. Expertise in strategic problem-solving and effective communication fosters long-term partnerships and ensures client success and retention.
Overview
7
7
years of professional experience
Work History
Client Success Specialist
National Debt Relief
01.2024 - 08.2025
- Managed and resolved approximately 1,200 complex, escalated client cases per month, consistently meeting or exceeding turnaround time and quality standards.
- Reviewed and interpreted a high volume of legal documents — including summons, judgments, and stipulations — ensuring accurate case handling and compliance.
- Assigned legal documentation to the correct accounts, expediting resolution and reducing client wait times.
- Collaborated with legal teams and cross-departmental staff to resolve disputes, successfully closing the majority of cases without additional escalation.
- Handled inbound and outbound client calls with professionalism and empathy, ensuring smooth transfers to the correct departments when necessary.
- Added or removed debts from client programs, calculated payoff amounts, reviewed settlement offers, and processed deposits to ensure accurate account management.
- Updated and maintained client banking information, reviewed creditor notes, and ensured all records reflected the most current status of accounts.
Specialty Advisor
Bridgecrest
07.2022 - 01.2024
- Built and maintained relationships with clients to provide ongoing support.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound and inbound calls
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt.
- Used probing techniques to determine debtors' reasons for delinquency.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Provided exceptional customer service, addressing inquiries and resolving issues in a timely manner.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Advisor 1
Nelnet Student Loan Services
11.2021 - 08.2023
- Responded to concerns with definitive and insightful answers.
- Process Forbearance and Deferments
- Process Payments via debit/credit/bank account (ACH)
- Maintained understanding of company computer software, products and services.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Enhanced borrower understanding by providing clear explanations of complex student loan repayment options.
- Implemented proactive outreach campaigns targeting at-risk borrowers before they fell behind on payments, assisting them in avoiding late fees or negative credit consequences.
- Maintained strict adherence to privacy policies and procedures while handling sensitive client information, ensuring the protection of borrower data at all times.
Customer Service Representative
Sedgwick Claims Management
12.2020 - 09.2021
- Key in all incoming claims such as Auto Liability, General Liability, Workers Comp, Property, Disability and FMLA
- Provide information on all existing claims
- Worked productively in fast-moving work environment to process large volumes of claims.
- Reduced company exposure to potential losses by conducting thorough investigations of each claim.
- Maintain precise claim records using claims management software and internal tracking systems.
- Meet performance metrics for quality, timeliness, and client satisfaction.
Customer Service Representative
A1 Diabetes & Medical Supply
10.2020 - 12.2020
- Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.
- Make outbound calls to assist senior citizens with receiving important medical supplies
- View Medicare benefits
- Contact patient Doctor Offices in regards to patient care and request prescriptions
Customer Service Representative
ASI
05.2019 - 12.2019
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Answered incoming telephone calls to provide store, products and services information.
- Upheld privacy and security for customer information.
- Track GE technician, review previous orders/home calls, labor fees/costs
- Check warehouse info on parts (tracking) via COPS, Schedule techs via (SMC and ORACLE systems)
- Outlook, knowledge-base, workday, order and cancel mail out parts, internal transfers
- Assist customers through inbound telephone calls for inquires on appliance deliveries
- Provide information on product availability , delivery and order processing
- Resolve post-delivery issues/concerns
- Offer Alternate resolutions for customer concerns
- Support store associates, call center associates and consumers in all aspects of delivery process
Customer Service Representative
Convergys
08.2018 - 08.2019
- Greet customers in a courteous, friendly and professional manner using agreed upon procedures
- Inbound and outbound calls regarding invoices and packages, track missing/stolen packages, loss prevention
- Maintain basic knowledge of client products and/or services
- Prepare completed and accurately composed spread sheet including accounts receivable, documentation of funds
- Participate in activities designed to improve customer satisfaction and business performance
- All microsoft products including but not limited to Office, Excel, Spread Sheets, Quickbooks, etc
- Track document and retrieve information in tracking database
- May respond to customer inquires by referring them to published materials, secondary resources or more senior staff
- Up-sale products/Package Protection
Education
Currently Attending - Psychology
University of Arizona Global Campus
Chandler, AZ06-2027
High School Diploma -
Brainerd High School
Chattanooga, TN05.2018
Skills
- Effective communication
- Documentation management
- Skilled in Windows operating system and Office suite
- Collaborative teamwork
- 10-key data management
- Client support and Customer relations
- Effective negotiations
- Feedback collection
- Salesforce
- Global Intake
- JURIS
- Avaya IC
Timeline
Client Success Specialist
National Debt Relief
01.2024 - 08.2025
Specialty Advisor
Bridgecrest
07.2022 - 01.2024
Advisor 1
Nelnet Student Loan Services
11.2021 - 08.2023
Customer Service Representative
Sedgwick Claims Management
12.2020 - 09.2021
Customer Service Representative
A1 Diabetes & Medical Supply
10.2020 - 12.2020
Customer Service Representative
ASI
05.2019 - 12.2019
Customer Service Representative
Convergys
08.2018 - 08.2019
Currently Attending - Psychology
University of Arizona Global Campus
High School Diploma -
Brainerd High School
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