Kimberly A Frost
DEBT RESOLUTION SPECIALIST/ ADMINISTRATIVE ASSISTANT/ PROPERTY MANAGER / OFFICE MANAGER
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Proactive and goal-oriented with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Willingness to take on added responsibilities to meet team goals.
Overview
29
29
years of professional experience
Work History
Debt Resolution Specialist (remote and in office)
1st Advantage Federal Credit Union
10.2021 - 05.2025
- Reviewed delinquent accounts to negotiate repayment plans on loans and credit cards
- Monitored accounts to ensure payment arrangements are being kept as agreed upon
- Helped members resolve financial issues/ Skip Tracing when necessary
- Recommended accounts for charge off or repossession when necessary
- Provided exceptional customer service/Answered emails in timely manner
- Kept accurate, detailed notes on all communications
- Processed payments over the phone
- Microsoft Outlook/Temenos/DNA/TEAMS
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
Property Manager/Office Manager (had 2 Properties)
Abbitt Management, LLC
03.2010 - 09.2021
- Provided exceptional customer service when greeting prospective tenants
- Reviewed leases and used communication skills to fully explain to new tenants
- Used decision-making skills to approve/deny applicants per company policies
- Maintained 100% retention most times
- Performed posting of rent/Collections/Legal/Evictions
- Answered all emails and calls promptly
- Performed move-out/move-in inspections/Quarterly inspections
- effectively used Microsoft Outlook/Yardi
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Maintained professional, organized, and safe environment for employees and patrons.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Maximized performance by monitoring daily activities and mentoring team members.
Collection Specialist
Credit Control Corporation
06.1996 - 03.2010
- Effectively collected medical bills for 5 major hospitals and numerous doctors offices
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated payment plans with customers, prioritizing account resolution and maintaining professionalism throughout interactions.
- Achieved timely resolution of delinquent accounts by maintaining open communication lines with clients and diligently following up on payment promises.
- Reduced delinquency rates by implementing effective collection strategies tailored to individual clients.
- Provided exceptional customer service while resolving disputes, resulting in improved customer satisfaction ratings for the department.
- Used skip tracing and other techniques to locate debtors.
- Identified and contacted customers with overdue accounts to address payment status.
- Maintained consistently high success rate of collecting on overdue accounts.
- Collected on delinquent accounts to reduce overdue balances.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Maintained accurate records of customer accounts, payments and payment plans.
- Processed debtor payments and updated accounts to reflect new balance.
Education
Hahn American High School
Hahn GermanyCompleted And Passed -
Alpha School of Real Estate
Newport News, Va 05.2001 -
Skills
Problem-solving abilities/Planning and prioritization
Adaptability and flexibility
Attention to detail/Meticulous and organized
Continuous improvement/Self Motivation
Information collection/Multitasking Abilities
Conflict resolution skills/Critical thinking/Decision-making
Excellent Communication/Active listening/Customer Service
Critical thinking/Decision-making
Team leadership/Collaboration/Staff management
Time management abilities/Multitasking Abilities
Office administration/Office Management
Credit and collections/Data Entry
Microsoft outlook/Microsoft TEAMS/Microsoft Office
Newport News Property of the Year in 2013
I achieved the goal of taking my property from being very neglected and somewhat unsafe to Property of the Year in 2 years. It took years of hard work, a team that shared my vision and determination to turn it around, but is my most accomplished achievement.
Affiliations
I'm a proud member of the Abingdon Ruritans Club and enjoy the volunteer and community service projects that we take on. Surrounding myself with people who are about making our small community a better place and having fun doing it. The camaraderie and fellowship that we share is very fulfilling and keeps me grounded.
Timeline
Debt Resolution Specialist (remote and in office)
1st Advantage Federal Credit Union
10.2021 - 05.2025
Property Manager/Office Manager (had 2 Properties)
Abbitt Management, LLC
03.2010 - 09.2021
Completed And Passed -
Alpha School of Real Estate
05.2001 -
Collection Specialist
Credit Control Corporation
06.1996 - 03.2010
Hahn American High School