Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
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Kiara Robinson

Easley,SC

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

6
6
years of professional experience

Work History

Collections Agent

World Finance
08.2024 - Current
  • Negotiated payment plans with customers to resolve outstanding debts efficiently.
  • Maintained accurate records of customer interactions and payment history.
  • Executed follow-up calls to ensure timely payments and enhance customer relationships.
  • Assisted in training new team members on collections processes and compliance standards.
  • Analyzed customer accounts to identify trends and recommend solutions for better collections outcomes.
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Negotiated to collect balance in full.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
  • Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
  • Trained new team members on scripts, company services, and collection strategies.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.

Trainer

Concentrix
07.2022 - 07.2024
  • Designed training schedules for new and existing employees.
  • Mentored team members to succeed and advance within department and company.
  • Coordinated with managers to identify skill or knowledge gaps and implement training needs.
  • Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
  • Consulted with senior leaders to develop and execute strategy and provide regular updates.
  • Implemented training improvements to achieve desired results.
  • Roleplay various scenarios with teams to build confidence in handling situations.
  • Organized manuals, multimedia visual aids and other educational materials to aid training.
  • Developed and delivered engaging training sessions for diverse employee groups.
  • Assessed trainee performance and provided constructive feedback to enhance learning outcomes.
  • Utilized learning management systems to track progress and maintain training records.

Subject Matter Expert

Concentrix
10.2021 - 07.2024
  • Offered one-on-one support for team members and managers to drive continuous improvement.
  • Identified key performance indicators and guided team members on refining procedures to improve outcomes.
  • Maintained positive working relationship with fellow staff and management.
  • Assisted in developing and refining standard operating procedures for taking calls and resolving customer problems.
  • Monitored operations and reviewed records and metrics to understand company performance.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Identified needs of customers promptly and efficiently.
  • Analyzed complex data sets to identify trends and inform strategic decision-making processes.
  • Mentored junior staff in best practices for handling escalated issues, fostering team development.
  • Analyzed performance metrics to identify areas for improvement, driving strategic initiatives across departments.
  • Established key performance indicators to monitor progress and ensure alignment with business goals.


Senior Customer Service Representative

Concentrix
08.2019 - 07.2024
  • Assisted customers by answering questions, addressing concerns and providing current account information.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge base to develop strategic solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Designed training schedules for new and existing employees.
  • Mentored team members to succeed and advance within department and company.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Resolved complex customer inquiries through effective problem-solving techniques and active listening skills.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.

Education

High School Diploma -

Wade Hampton High School
Greenville, SC
05.2017

Skills

  • Team Exercises
  • Attention to Detail
  • Role Playing
  • Lesson Planning
  • Planning and Coordination
  • Experience in Leadership
  • Good Work Ethic
  • Training & Development
  • Computer Skills
  • People Skills
  • Customer Service
  • Microsoft Office
  • Critical Thinking
  • Problem Resolution
  • Conflict Resolution
  • Flexible Schedule
  • Organizational Skills
  • Active Listening
  • Multitasking and Prioritization
  • Call Documentation
  • Calm and Professional Under Pressure
  • Customer Data Confidentiality
  • Creative Problem Solving
  • Upbeat and Positive Personality
  • De-escalation Techniques
  • Call Center Operations
  • Collections processing
  • Payment arrangement
  • Account management
  • Debt negotiation
  • Delinquent account management
  • Goal orientation
  • Outbound calling
  • Collections
  • Call center experience
  • Stress management techniques
  • Excel navigation
  • Teamwork and collaboration
  • Microsoft outlook
  • Follow-up skills
  • Microsoft Excel
  • Complaint handling

Education and Training

other

Timeline

Collections Agent

World Finance
08.2024 - Current

Trainer

Concentrix
07.2022 - 07.2024

Subject Matter Expert

Concentrix
10.2021 - 07.2024

Senior Customer Service Representative

Concentrix
08.2019 - 07.2024

High School Diploma -

Wade Hampton High School

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Kiara Robinson