Kimberley Logan
Melissa,TX
Summary
Leveraged strong negotiation and conflict resolution skills to effectively manage multiple computer systems and address diverse customer needs.
Overview
8
8
years of professional experience
Work History
Consultant Services
Progressive Casualty Insurance Company
10.2024 - Current
- Answer inbound calls regarding policy details, billing, claims and general support.
- Explain coverage options, premiums, and policy changes to customers
- Offer additional products (home, renters, etc.)
- Update CRM systems and internal records.
- Process payments, add/remove vehicles & certain coverages while building rapport
- Verify all eligible documents are valid that align with progressives requirements
Debt Collector
Stenger & Stenger, P.C.
05.2023 - 08.2024
- Managed inbound and outbound collections calls, ensuring adherence to scripts to meet client expectations and maintain compliance with FDCPA, FCRA, and state regulations.
- Negotiated payment arrangements by analyzing customer accounts, effectively preventing further civil actions and ensuring accurate recording of all transactions.
- Supported overflow call handling, including disputes, recovery, initial payments, and bankruptcy inquiries, to maintain seamless customer service operations.
Collections Agent/Customer Service
Crescent Bank
02.2021 - 04.2023
- Provide exceptional customer service to clients, addressing inquiries related to billing, payments, and account status.
- Account receivable. Setting up promise to pay allowing customers to defer payments.
- Assisted customers in resolving past-due accounts and processed payments efficiently.
- Contact clients via phone, email, and other communication channels to facilitate the timely collection of outstanding invoices.
Customer Service/Late Stage Collector
Westlake Financial
01.2018 - 01.2020
- Managed inbound and outbound communications, addressing department-related inquiries and providing web support to enhance customer satisfaction.
- Successfully negotiated and settled delinquent accounts, contributing to a reduction in delinquency rates within the assigned portfolio.
- Conducted skip tracing and account analysis to determine potential repossession actions, ensuring compliance with company policies.
- Negotiating payments and allowing customers to bring account back current while setting up PTP or PIF
- Employed skip tracing tools and databases to accurately locate customers and vehicles for collection and recovery purposes.
- 90+ days late stage collections (loss mit)
Senior collections & accounts receivable
Applied Concepts Ltd
11.2017 - 01.2020
- Data entry
- Tackle overdue accounts head-on, resolving issues with persistence, professionalism, and purpose.
- Process invoices, post cash and wire payments, and manage leases and rentals accurately.
- Partner with Sales to ensure every order is correct - monitoring details like sales tax, billing contacts, and documentation.
- Proactively chase down missing or incorrect information rather than waiting for replies
- Step in as backup for others in Accounting when needed.
Education
High school diploma - General Education
Allen High School
Allen, TX06.2009
Skills
- Achieved high data accuracy for project reports through diligent maintenance efforts Strengthened team performance by facilitating precise data entry Improved quality control measures by rigorously verifying information accuracy
- Achieved successful debtor identification through effective skip tracing techniques Enhanced collection processes by providing critical information Improved team performance by maintaining comprehensive records of debtor engagements
- Achieved seamless daily operations of MAS90 software through effective support of team members Resolved software issues promptly, enhancing overall productivity Maintained accurate data entry and upkeep, contributing to operational excellence
- Navigated changing priorities and environments with a proactive and flexible mindset
- Achieved improved customer relationship management through effective team support in Salesforce utilization Enhanced data accuracy by streamlining entry and maintenance processes Resolved user issues, leading to increased system efficiency
- Utilized advanced features of Microsoft Office Suite applications to support project management and documentation
- Utilized strong organizational abilities to improve overall project workflow management
- Conducted thorough reviews and assessments of tasks and projects, maintaining high levels of detail-oriented execution
Timeline
Consultant Services
Progressive Casualty Insurance Company
10.2024 - Current
Debt Collector
Stenger & Stenger, P.C.
05.2023 - 08.2024
Collections Agent/Customer Service
Crescent Bank
02.2021 - 04.2023
Customer Service/Late Stage Collector
Westlake Financial
01.2018 - 01.2020
Senior collections & accounts receivable
Applied Concepts Ltd
11.2017 - 01.2020
High school diploma - General Education
Allen High School