Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Heavon Pinion

Saint Joseph

Summary

Dynamic Senior CSR/collections experienced professional specializing in delinquency management with strong ability to analyze and resolve overdue accounts. Adept at implementing strategies that reduce delinquency rates while ensuring compliance with all regulations. Strong focus on team collaboration and achieving results, flexible in adapting to changing needs. Skilled in communication, negotiation, and conflict resolution, with reliable and proactive approach to problem-solving.

Overview

5
5
years of professional experience

Work History

Senior CSR

Alorica
03.2020 - Current
  • Implemented feedback surveys to gauge customer satisfaction levels, using data to drive continuous improvement initiatives.
  • Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
  • Achieved higher customer retention rates with personalized service and follow-up interactions.
  • Increased team productivity by providing comprehensive training to new CSRs on company policies and best practices.
  • Collaborated with cross-functional teams to ensure seamless resolution of customer issues, resulting in better overall service experience.
  • Mentored junior CSRs, sharing knowledge of best practices and techniques for driving positive customer outcomes.
  • Reduced response times, effectively managing high call volumes during peak hours.
  • Proactively identified potential challenges or roadblocks in customer interactions, implementing preemptive strategies to minimize negative outcomes.
  • Responded to customer requests for services, and company information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Cross-trained and provided backup support for organizational leadership.
  • Trained staff on operating procedures and company services.
  • Kept up to date, efficient Excel spreadsheets for delinquent accounts.
  • Managed a portfolio of delinquent loans, ensuring compliance with federal regulations and company policies throughout the collections process.
  • Analyzed account data to identify patterns indicating potential fraud or misrepresentation on loan applications, taking necessary steps to mitigate losses.
  • Maintained accurate records of all collection activities, including borrower contacts, payment agreements, and account status updates.
  • Assisted in the development of loss mitigation strategies designed to minimize financial exposure resulting from uncollected debts.
  • Communicated effectively with attorneys, court personnel, and other external parties regarding legal proceedings related to debt collections matters.
  • Evaluated credit reports, financial statements, and other relevant documentation to assess potential risks associated with loan approval or modification requests.
  • Provided detailed recommendations for account charge-offs based on thorough analysis of individual case histories and prospects for future repayment.
  • Increased recovery percentages with timely follow-up actions on delinquent accounts and negotiating favorable payment arrangements.
  • Collected on delinquent accounts to reduce overdue balances.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Identified and contacted customers with overdue accounts to address payment status.
  • Negotiated payment plans with customers to prevent accounts from entering collections.
  • Verified compliance with relevant laws, regulations and best practices related to customer account management.
  • Documented customer payment interactions and account statuses for future reference.
  • Collaborated with other departments to verify customer compliance with payment plans.
  • Responded to customer inquiries and provided detailed account information.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Initiated repossession process or service disconnection upon failure of other collection methods.

Education

General Studies

Lafayette High School
Saint Joseph, MO
05.2006

Skills

  • Call center experience
  • Reporting and analysis
  • Escalation and complaint handling
  • Problem-solving
  • Time management
  • Multitasking and organization
  • Active listening
  • Verbal and written communication
  • Adaptability and flexibility
  • Microsoft Excel
  • Computer proficiency
  • Data collection and entry
  • Task prioritization
  • Technical troubleshooting
  • Client relations
  • Conflict resolution
  • Microsoft outlook
  • Follow-up skills
  • Administrative support
  • Account management
  • Spreadsheets
  • Staff education and training
  • Skip tracing techniques
  • Legal compliance
  • Delinquency prevention
  • Payment plan development
  • Collection strategies
  • History research
  • Payment acceptance
  • Persuasion techniques
  • Following multiple client spacific FAQ, and guidelines
  • Teamwork, Team collaborations and development
  • Attention to detail
  • Updating customer accounts

Accomplishments

  • I have accomplished the task of training over 40 agents , existing and new regarding 30 day past due plus accounts in collections, skip tracing, compliance, procedures, and regulations, and utilzation of software,
  • I have accomplished five years plus of consecutive growth in all aspects of my role, I maintain high scores on quality assurance audits, with many client recognitions, and bonuses. This has allowed me to utilize my time to ultimately provide better skip tracing, delinquency percentage dropping, and better customer communications.
  • One of the biggest accomplishments so far is becoming a Senior collections/Admin this status allows me be able to share my knowledge with agents, help them understand and perform their duties and tasks assigned to them easier, growing thier abilities to negotiate and collect on delinquent accounts with more confidence, as well as being a great customer service agents.

Timeline

Senior CSR

Alorica
03.2020 - Current

General Studies

Lafayette High School

Similar Profiles

CREATE PROFILE
Heavon Pinion