SHAYLA HALL
Jacksonville
Summary
Detail-oriented financial services professional with a proven track record in producing comprehensive ledger-based analyses, developing strategic payment and funding scenarios, and meticulously tracking performance metrics to drive timely financial outcomes. Expertise in forecasting key drivers, conducting variance and deviation analysis, and delivering clear, actionable reporting for business reviews. Proficient in Excel and PowerPoint, consistently enhancing process efficiency, documentation accuracy, and cross-functional collaboration in dynamic environments. Committed to leveraging analytical skills to support organizational goals and improve overall financial performance.
Overview
8
8
years of professional experience
Work History
Client Success Specialist
Beyond Finance
07.2024 - Current
- Analyze client financial ledgers to calculate funding scenarios and payment solutions, enabling 95% of clients to remain on track with debt resolution timelines and program requirements.
- Developed data-backed financial options to support negotiation strategy and settlement acceptance, securing additional funding in 85% of cases by validating affordability, timing, and payment feasibility.
- Managed a high-volume escalations portfolio (100+ cases/month), delivering 92% client satisfaction while identifying recurring drivers, resolving exceptions, and improving resolution efficiency through structured problem-solving.
- Evaluated settlement affordability and funding gaps; prepared structured recommendations that increased successful funding outcomes to 85% across escalated cases.
- Analyzed client financial ledgers to generate payment solution options and funding scenarios aligned to program requirements.
Customer Service Representative
Beyond Finance
02.2024 - 07.2024
- Improved client experience by translating program details into clear, actionable guidance, reducing confusion and repeat contacts.
- Delivered high-quality customer service in a high-volume call environment, handling inbound and outbound interactions to resolve issues and support client retention.
- Escalated and tracked complex issues across internal teams, improving resolution efficiency through strong follow-up and clear handoffs.
Credit Card Services Representative
Citibank, Na
01.2020 - 09.2023
- Reviewed account activity and transaction history to identify issues, explain charges, and resolve concerns in line with policy, security, and compliance requirements.
- Interpreted policy guidelines to determine appropriate resolutions for billing inquiries, disputes, and fee/interest questions.
- Balanced service quality with efficiency by applying consistent workflows in a fast-paced environment while maintaining high documentation standards.
- Investigated payment discrepancies by verifying transaction and payment details, correcting errors or routing cases appropriately to back-office support teams.
Senior Accounts Recovery Coordinator
Valor Intelligent Processing
06.2019 - 01.2020
- Applied in-depth knowledge of relevant federal, state, and local regulations pertaining to debt collection and consumer protection to ensure compliance and minimize legal risks.
- Supported process improvements by standardizing notes, templates, and follow-up workflows to reduce rework and improve consistency.
- Prepared accounts for escalation by confirming documentation completeness, validating contact attempts, and ensuring required disclosures and notices were met.
- Engaged critical thinking and analytical skills to assess debtor financial situations, identifying appropriate strategies that resulted in a 15% increase in successful payment arrangements.
Assistant Supervisor
Diversified Consultants Inc.
02.2018 - 07.2019
- Supported daily operations for a team of 15+ agents by monitoring queues, assignment flow, and coverage to maintain service levels and productivity targets.
- Coached and supported agents on call handling, negotiation techniques, compliance requirements, and documentation standards to improve consistency and outcomes.
- Handled escalations and complex accounts, applying sound judgment to determine appropriate resolution paths and improve customer outcomes.
Education
Bachelor of Arts - Mass Communications
Bethune – Cookman University
Daytona Beach, FLMaster of Arts - Media Production
Full Sail University
Winter Park, FLSkills
- Finance & Analysis: Financial Ledger Analysis, Funding Scenarios, Payment Solutions, Affordability Review, Negotiation Support
- Operations: Escalations Management, KPI/Drivers Tracking, Process Improvement, Exception Resolution
- Client Servicing & Compliance: Account Review (Payments/Fees/Interest), Disputes, Documentation, Policy/Privacy Compliance, Cross-Functional Collaboration
- Tools: Salesforce (Case Management/CRM), Excel, PowerPoint
- CRM software
- Client advocacy
Timeline
Client Success Specialist
Beyond Finance
07.2024 - Current
Customer Service Representative
Beyond Finance
02.2024 - 07.2024
Credit Card Services Representative
Citibank, Na
01.2020 - 09.2023
Senior Accounts Recovery Coordinator
Valor Intelligent Processing
06.2019 - 01.2020
Assistant Supervisor
Diversified Consultants Inc.
02.2018 - 07.2019
Bachelor of Arts - Mass Communications
Bethune – Cookman University
Master of Arts - Media Production
Full Sail University