Kenyatta Willingham
Moncks Corner,SC
Summary
Experienced project coordinator brings 10+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
13
13
years of professional experience
Work History
Customer Care Specialist
USIG
11.2020 - Current
- Interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service
- Ensures that appropriate actions are taken to resolve customers problems and concerns
- Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
- Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff
- Performs other related duties as assigned
- Schedule and dispatch product installations.
- Negotiated with 2 vendors to achieve optimal pricing, saving $50.00 or more
Collection Agent
Iqor
09.2018 - 08.2020
- Negotiated with account holders to devise repayment plans and minimize collections receivables
- Collected on past due accounts with average 5 months delinquency
- Reached out to approximately 125 account holders daily
- Maintained compliance with fair debt practices and regulatory guidelines
- Worked in call center environment handling manual and automatically dialed outbound calls
- Maintained high volume of calls to meet demands of busy group
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances
- Used probing techniques to determine debtors' reasons for delinquency
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure
- Counseled debtors on payment options and arranged installment agreements
- Used scripted conversation prompts to convey current account information and obtain credit payments
- Achieved performance goals on consistent basis.
- Maintained accurate records of all collection activities, allowing for better tracking and analysis of performance metrics.
- Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
- Enhanced customer satisfaction by providing empathetic support, understanding their financial situations, and offering tailored solutions.
- Utilized various tools and software systems to efficiently manage workload and improve overall productivity within the collections department.
- Increased cash flow for the company with timely follow-ups and consistent communication with delinquent accounts.
Caregiver
Quality Care Residential Home
03.2017 - 06.2018
- Providing assistance with daily living and self care, distribute meds on a regulated schedule per DHEC regulations, perform housekeeping and laundry duties
- Prepare nutritious meals for 20+ residents when required
- Med tech and CPR certified
- Helped family members plan healthy meals, purchase ingredients and cook meals to provide adequate nutrition for client wellbeing
- Offered social support by transporting individuals to events and activities, in addition to medical appointments and shopping trips
- Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals
- Performed household tasks such as laundry, dusting, washing dishes and vacuuming
- Provided safe mobility support to help patients move around personal and public spaces
- Kept close eye on client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Built strong relationships with clients to deliver emotional support and companionship.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted patients with self-administered medications.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
Permit Technician I
Pikes Peak Regional Building Department
01.2012 - 09.2016
- Responsible for receiving telephone or over-the-counter inquiries from the general public and contractors, answer questions of a general or technical nature or refers to proper source either within or outside the Department
- Performing clerical functions such as word processing, filing, copying, and taking meeting minutes
- Issue mechanical, electrical, plumbing and some building permits
- Schedule approximately 50 daily inspection requests, collect fees and researches and updates information in the company system
- Enter alpha numeric data from a variety of source documents into computer files, detect and correct erroneous or missing information data
- Completes cash, check and credit transactions
- Scan documents into network for public reference with notes, bookmarks, and other relevant reference points
- Duplicate images for the purpose of mapping and addressing
Education
High School Diploma -
Kathleen Senior High
Lakeland, FL05.1999
Skills
- Payment Processing
- Quality Assurance
- Product and service support
- Customer service excellence
- Call center experience
- Appointment Scheduling
- Data Entry
- Problem Resolution
- Project Management
- Complaint Handling
- Customer Relationship Management
- Database Research
Timeline
Customer Care Specialist
USIG
11.2020 - Current
Collection Agent
Iqor
09.2018 - 08.2020
Caregiver
Quality Care Residential Home
03.2017 - 06.2018
Permit Technician I
Pikes Peak Regional Building Department
01.2012 - 09.2016
High School Diploma -
Kathleen Senior High
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