KM KEVIN MILLER

Wheatley Heights, NY ***** 631-***-****

ad1zu0@r.postjobfree.com

PROFESSIONAL

SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in Non Emergency Medical Transportation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Detail- oriented Collections Manager familiar with regulatory and legal guidelines addressing collections procedures. Establishes effective department workflow and maximizes employee compliance, productivity and success in resolving payment issues. Analytical reasoning Past due balance management SKILLS Payment processing

Customer Relations

Strong in MS Access and Excel

Excellent communication skills

One call resolution

Self Managing.

WORK HISTORY CUSTOMER SERVICE REPRESENTATIVE 09/2022 to CURRENT Petro Home Heating & Air Conditioning Woodbury, NY Handled customer inquiries and suggestions courteously and professionally.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Answered constant flow of customer calls with minimal wait times. Answered customer telephone calls promptly to avoid on-hold wait times. CALL CENTER SUPERVISOR 03/2016 to CURRENT

Modivcare

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of

improvement.Supervised 40 Customer Service Representatives in providing excellent customer service to callers requiring assistance for transportation and scheduling issues

Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations

Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores Engaged in continuous learning and development opportunities to promote continued performance improvement

Responsible for Payroll Processing Bi-weekly by reviewing and approval all time cards for my staff.

COLLECTIONS MANAGER 08/2019 to 05/2022

Debt Recovery Solutions

Supervised staff of collectors, monitoring phone calls and letters Trained and mentored new employees on collection methods, documentation requirements and performance strategies Processed payments and applied to customer balances Performed administrative tasks such as recordkeeping, writing correspondence and gathering materials

Contacted customers to discuss late payments and options for remitting amounts due

Oversaw daily posting of payments to customer accounts Established procedures for collection of past due amounts Monitored payments due from clients and promptly contacted clients with past due payments

Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices. OWNER/OPERATOR 08/2015 to 07/2019

KLM SEALCOATING & ASLPHALT

Managed day-to-day business operations, including accounting, finance, HR, marketing and public relations

Applied Seal Coat adhesive to driveways

Crack Filling

Removed vegetation from driveways

Aligned branding initiatives and sales strategies with client goals. COLLECTIONS REPRESENTATIVE 06/2012 to 05/2014

AG Adjustments

Used skip tracing resources to locate debtors and updated information in company system

Reviewed collection reports to determine status of collections and amounts of outstanding balances

Worked in call center environment handling manual and automatically dialed outbound calls

Used skip tracing and other techniques to locate debtors Set up drafts and processed immediate payments after conducting thorough research and analysis of account

Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.

COLLECTIONS REPRESENTATIVE 03/2010 to 01/2012

Foster & Garbus Attorney

Used skip tracing resources to locate debtors and updated information in company system

Reviewed collection reports to determine status of collections and amounts of outstanding balances

Counseled debtors on payment options and arranged installment agreements

Resolved challenging situations with friendly but firm strategies Negotiated to collect balance in full

Managed legal invoice processing for litigation by foreclosure attorneys Achieved performance goals on consistent basis.

COLLECTIONS SUPERVISOR 05/1999 to 02/2010

Sunrise Credit Services Inc

Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers

Identified needs and provided training to clarify expectations of collections agents

Accessed credit records to evaluate customer credit histories Contacted customers to collect outstanding payments via one-time or negotiated installment methods

Prepared and delivered performance reviews of 12 collections agents to support continuous improvement of department

Trained collections agents and reviewed work to reach compliance with legal requirements and company policies

Completed training in credit management and civil court practices to maintain up-to-date legal knowledge involving collection practices Scheduled employees to provide full coverage of incoming and outgoing calls.

EDUCATION F.D.C.P.A

Centereach High School, Centereach, NY

Certification

High School Diploma 06/1989

Paralegal Studies Interboro Institute, New York, NY

Contact this candidate