Kiera Robinson
Jacksonville
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
15
15
years of professional experience
Work History
Collections Agent
Citibank
11.2023 - Current
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Worked with customer to create debt repayment plan based on current financial condition.
- Analyzed customer financial records to determine appropriate payment plan.
- Entered client details and notes into system for interdepartmental access and review.
Consumer Lending Processor
Advance America
11.2022 - 11.2023
- Streamlined loan approval process by working closely with underwriters to review and verify documentation.
- Participated in regular team meetings to discuss challenges faced, share insights, provide feedback on system improvements, or suggest new initiatives that could enhance the overall consumer lending experience.
- Ensured compliance with regulatory requirements through diligent attention to detail and thorough document review.
- Achieved a high level of customer satisfaction with prompt communication regarding loan status updates or additional required documentation.
- Contributed to the reduction of delinquency rates by carefully assessing borrower creditworthiness during the application process.
- Confirmed applicants met lender requirements to repay loans by reviewing applications to determine eligibility.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
- Contacted customers via mail, telephone and email to relay acceptance or rejection of applications.
Store Manager
Shane Justin Fashion house
04.2021 - 09.2022
- Managed store and daily cash deposits
- Managed staff activities
- Managed the scheduling, recruiting, hiring and training of new store employees
- Supervised employees to maintain goals to meet corporate objectives
- Trained and mentored all staff
- Processing shipment in a timely manner
- Processed returns and exchanges by following companies guidelines
- Visual merchandising was apart of my job duties to make sure the store was always nice and presentable
Customer Service Representative
Citibank (Citi)
10.2016 - 05.2020
- Assist with processing payments, billing disputes, security closures, and general account maintenance
- Achieve monthly individual / team based established sales goals
- Communicate the value and benefits associated with Citi products and services to clients
- Proactively listening to customers and notating accounts with each interaction
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Accounting Clerk
Dillard's Retail Department Store
01.2015 - 12.2018
- Auditing registers, safe, atms, and maintaining daily records of missing money and checks
- Assisting customers with making payments on credit card accounts, and addressing any customer service issues
- Reported financial data and updated financial records in ledgers and journals
- Help train new hires to insure company polices are understood
- Opened and closed store in a timely manner
- Open credit card accounts to help boost daily sales
Assistant Manager
Rainbow Shops
04.2010 - 12.2014
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Greeting and acknowledging customers with a smile to create a positive environment
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices
- Handled customer service by dealing with complaints, organizing stock and answering customer questions
- Processed payments for credit and debit cards and returned proper change for cash transactions
Education
High school diploma -
Edward H. White High School
Jacksonville, FL06.2008
Skills
- Loss Prevention
- Merchandising
- Cash Handling
- Recruiting
- Store Management Experience
- Retail Management
- Payroll
- Collections processing
- Account management
- Payment arrangement
- Delinquent account management
- Credit adjustments
- Debt negotiation
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Collections Agent
Citibank
11.2023 - Current
Consumer Lending Processor
Advance America
11.2022 - 11.2023
Store Manager
Shane Justin Fashion house
04.2021 - 09.2022
Customer Service Representative
Citibank (Citi)
10.2016 - 05.2020
Accounting Clerk
Dillard's Retail Department Store
01.2015 - 12.2018
Assistant Manager
Rainbow Shops
04.2010 - 12.2014
High school diploma -
Edward H. White High School
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