Tiana Burton
Phoenix,AZ
Summary
Results-driven Customer Service Professional with experience managing complex inquiries, complaints, and accounts in high-volume environments. Skilled in conflict resolution, collections, fraud identification, and process improvement. Proficient in MS Office and Excel for reporting, data analysis, and workflow optimization. Committed to delivering exceptional service and maintaining high customer satisfaction.
High-performing professional offering extensive background in accounts receivable to growing organization. Successful in efficiently resolving collections issues, discrepancies, and short payments. Team-oriented to mentor junior collections associates when consistently meeting collections goals.
Overview
4
4
years of professional experience
Work History
Collections Agent
Regional Acceptance
Phoenix, Az
09.2026 - 11.2026
- Reviewed delinquent accounts and updated collection notes.
- Negotiated payment arrangements with account holders.
- Monitored aging reports and prioritized collection activity.
- Developed relationships with debtors to encourage timely payments while providing excellent customer service.
- Processed payments over phone and set up recurring drafts.
- Processed account adjustments and applied payment changes.
- Documented customer interactions and case notes in bank systems.
- Followed banking policies, privacy rules, and compliance procedures.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
Customer Service Representative
Wells Fargo
Phoenix, AZ
08.2025 - 01.2026
- Resolved complex customer complaints with professionalism and empathy, contributing to customer retention.
- Used conflict-resolution techniques to de-escalate difficult situations and provide satisfactory solutions.
- Assisted customers with questions and concerns regarding credit cards, account management, and transactions.
- Processed customer requests for account updates, payments, and service modifications promptly and accurately.
- Processed account updates, payments, and service modifications accurately and efficiently to enhance customer satisfaction.
- Documented customer interactions and case resolutions thoroughly to support compliance and maintain accuracy.
- (Contract ended)
- Reason for Leaving: Personal/health-related break to focus on recovery.
Collections Agent
Empereon Marketing LLC
Phoenix, AZ
11.2024 - 08.2025
- Enhanced collection processes to streamline operations and boost success rates.
- Improved overall collection efficiency.
- Cultivated trust with customers to facilitate effective communication and resolution.
- Developed strong relationships with customers.
- Provided seamless transitions for customers.
- Coordinated with compliance and audit teams to support internal reviews and external audits.
- Compiled and delivered daily and weekly reports on customer service metrics and case outcomes to inform strategic decisions.
- Operated independently as a self-employed professional, providing services to clients.
Customer Service Representative
Epiq
Phoenix, AZ
07.2022 - 07.2024
- Maintained an average customer satisfaction rating of 100%.
- Reviewed and evaluated calls to uphold quality service standards.
- Managed high-volume inbound calls efficiently while maintaining professionalism.
- Handled high-volume inbound calls while ensuring professional interactions.
- Listened to and graded calls to ensure quality service standards.
- Escalated unresolved issues to appropriate departments in a timely manner.
- Contributed to new initiatives focused on enhancing customer experience and streamlining operations.
Education
High School Diploma -
Robert L Duffy High School
Phoenix, AZSkills
- Process improvement initiatives
- Inbound call volume management
- Satisfaction Survey Analysis
- Customer Complaint Resolution Success Rate
- Data entry and documentation accuracy
- Customer retention strategies
- Delinquent account management
- Negotiate Refunds and Returns
- Quality assurance collaboration
- High-volume call handling
- Empathy in Customer Interaction
- Conflict resolution and de-escalation techniques
Timeline
Collections Agent
Regional Acceptance
09.2026 - 11.2026
Customer Service Representative
Wells Fargo
08.2025 - 01.2026
Collections Agent
Empereon Marketing LLC
11.2024 - 08.2025
Customer Service Representative
Epiq
07.2022 - 07.2024
High School Diploma -
Robert L Duffy High School