Customer Service Quality Assurance

Kiara Keeley

Atlanta, GA *****

404-***-**** ***********@*****.***

PROFILE

To obtain a challenging position that allows me to use my interpersonal skills to assist in advancing in a business that offers a stable employment opportunity and where I can grow professionally and further enhance my skills, knowledge, and experience to face and overcome the challenges of today's changing work environment.

SKILLS

● Customer Service

● Call Center Customer Service

● Order/Data Entry

● Remote Access Software - CRM

● E-commerce

● Microsoft Office

● Type 40 WPM

● Account Resolution

● Quality Assurance

● 10-Key stroke

● Logistics

● Debt Collection

WORK EXPERIENCE

International Sports Sciences Association February 2023 – August 2025

Student Financial Services – Remote, Work - GA

Answer inbound calls and make outbound calls through automated and manual efforts on Five9

Connect with current and former students that have payment plans, charged off and/or written off balances on accounts to discuss closure of accounts

Update and process credit/debit card payments

Post pending and successful payments in ISSA Collections Tracker Apps system

Credit Acceptance November 2020 - February 2023

Front End Collector II – Remote Work, GA

Accept inbound/make outbound collection efforts calls via dialer to consumers that are behind on auto loan payments

Ensure the contact information provided by consumers is correct to obtain payments consistently, efficiently, and lawfully on outstanding balances

Abide by the FDCPA & CFPB guidelines to collect on past due accounts

Main One Mediation July 2018 - June 2020

Collector III (Claims Processor) - Conyers, GA

Work assigned queue accounts placed in diligently to identify outstanding debts

Deescalate complaints and potential lawsuits made by debtors

Result to necessary action to recover unpaid balances i.e, report to management if refusal to pay and or submit delinquent payments to credit bureau.

Update account status in database regularly by performing skip tracing duties by utilizing the CRM system, i.e. TLO and D365

Investigate and resolve discrepancies between both parties (i.e. consumer, managing partners & or representing attorney)

Negotiate payoff deadlines or payment plans with debtors and or with debtor's attorney

Notate and report to Team Lead the unwillingness or inability to pay and/or comply with the requirements within the laws of the FDCP.

Convergent Outsourcing January 2017 - June 2018

Utilities Billing Specialist - Dunwoody, GA

Set up new customer accounts when starting new services

Disconnect customer electric/gas accounts via CRM if extremely outstanding

Aid callers regarding service outages and gas leaks, dispatch 911 services to control incidents based upon life/death situations

Obtain meter information for bill correction if there was a discrepancy

Stein Mart, February 2016 - January 2017 Quality Assurance Inspector

Prepared orders for shipment by systematically picking, packing, and labeling merchandise for distribution centers.

Obtain inventory records to provide data for use in audits and completion of order requests

Completed daily cycle counts and quarterly inventory checks, report findings to management

Coordinate with all departments to ensure product arrival via shipment/receiving to meet shipment timetables (i.e. consumers; department stores; overseas) for manufacturing and marketing demand

EDUCATION

Elaine Sterling Institute December 2024 – September 2025

Esthetician Program– Atlanta, GA

Certification of Completion

Expected Graduation Date: 9/18/2025

Maynard H. Jackson High School August 2009 – May 2013

College Preparatory - Atlanta, GA

CERTIFICATIONS

IAPDA Certified Debt Specialist December 2022 - December 2026

Certified Debt Specialist

Certificate

References

Available Upon Request.

Contact this candidate