La'Kayla Montgomery
Irving
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Escalation Agent
Goldman Sachs Bank USA
09.2020 - Current
- Resolves escalated customer issues in timely manner, maintaining high levels of customer satisfaction.
- Transfer money from savings product to external bank
- Create money movement cases to escrow for home purchase.
- Follow up with customers about resolved issues to maintain high standards of customer service.
- Train new hires.
- Close return email and customer care cases
- Approve expediting of money movement for 1st party agents.
- Assisted first party agents with locating accounts with application ID numbers
- lock and unlock customer access to online banking
- Answer helpline , escalation and Money movement calls.
3rd Party Collection Agent
South West Credit System
12.2018 - 08.2020
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Collected on delinquent accounts to reduce overdue balances.
- Documented customer payment interactions and account statuses for future reference.
- Maintained consistently high success rate of collecting on overdue accounts.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
1st Party Collection Agent
CMI Group
12.2015 - 11.2018
- Maintained high volume of calls and met demands of busy and productive group.
- Identified and contacted customers with overdue accounts to address payment status.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- 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.
- Managed over 100 customer calls per day
- Entered client details and notes into system for interdepartmental access and review
Merchandise Manager
Dollar Tree
06.2013 - 11.2015
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
Education
High School Diploma - General Education
Greenville Weston High School
Greenville, MS, Washington2010
Medical Assistant -
Remington College
Garland, TXSkills
- Customer Inquiries
- Customer satisfaction
- Handling Complaints
- Customer Service
- Train Employees
- Customer Experience
- Customer Care
- Microsoft word
- Call Center Processes
- Collection Calls
- Resolving Issues
- Account Updating
Timeline
Escalation Agent
Goldman Sachs Bank USA
09.2020 - Current
3rd Party Collection Agent
South West Credit System
12.2018 - 08.2020
1st Party Collection Agent
CMI Group
12.2015 - 11.2018
Merchandise Manager
Dollar Tree
06.2013 - 11.2015
High School Diploma - General Education
Greenville Weston High School
Medical Assistant -
Remington College
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