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Kiyonna Allen
Jacksonville,FL
Summary
Compassionate and dependable customer service lead with over 10 years of experience, skilled at building strong client relationships and resolving billing issues. Experienced in analyzing account data to develop effective collection strategies, and committed to supporting organizational goals through teamwork and training. Proficient with CRM software, adept at conflict resolution, and familiar with remote collaboration tools to ensure smooth interactions from a home office.
Overview
17
17
years of professional experience
Work History
Collection Associate
FIS Global
Jacksonville Fl
11.2022 - Current
- Managed customer accounts, ensuring timely follow-ups on outstanding balances.
- Resolved billing discrepancies through effective communication with clients and internal teams.
- Analyzed account data to identify trends and develop targeted collection strategies.
- Collaborated with cross-functional teams to enhance collection processes and client satisfaction.
- Follow FDCPA regulations and internal departmental procedures.
- Meet quality standards, schedule adherence, and average handle time goals.
- Work in a high-volume, fast-paced environment.
Lead Collection Specialist
Citibank
Jacksonville, FL
01.2011 - 11.2021
- Led debt recovery efforts, consistently meeting collection targets through savvy negotiation and strong relationship building.
- Streamlined processes to improve efficiency in collection workflows and mentored junior specialists to enhance their communication and customer engagement skills.
- Analyzed data to identify trends, refine strategies, and boost recovery rates.
- Utilized advanced CRM tools to track interactions and manage accounts for effective follow-up.
- Conducted training sessions on compliance and best practices to keep the team aligned with policies.
- Collaborated with cross-functional teams to ensure collection strategies aligned with overall business goals and regulatory standards.
Telephone Agent
Enhanced Recovery Company
Jacksonville Fl
05.2009 - 08.2014
- Managed inbound and outbound calls to resolve customer inquiries efficiently.
- Utilized CRM software to track interactions and manage customer accounts effectively.
- Provided support in training new agents on company policies and call handling techniques.
- Collaborated with team members to enhance communication strategies and improve customer satisfaction.
Education
High School Diploma -
Cornerstone Corrospandance Chritain School
Townsend, GASkills
- Strong negotiation skills
- Customer service
- Debt recovery expertise
- Empathy and tactfulness
- Call center experience
- Complex Problem-solving
- Teamwork and collaboration
- Data entry
- Reliability
- Multitasking
- Training and teaching
- Fast typing speed
Accomplishments
- Increased customer satisfaction scores (CSAT) from 85% to 94% within 12 months by implementing a proactive follow-up process.
- Resolved 95% of customer inquiries on first contact, reducing repeat calls and improving overall service efficiency.
- Retained key accounts worth $500K annually by providing personalized solutions and building strong client relationships.
Timeline
Collection Associate
FIS Global
11.2022 - Current
Lead Collection Specialist
Citibank
01.2011 - 11.2021
Telephone Agent
Enhanced Recovery Company
05.2009 - 08.2014
High School Diploma -
Cornerstone Corrospandance Chritain School