Keyana Mitchell

• Coordinated billing processes to ensure timely and accurate invoicing for clients.
• Managed customer accounts, resolving discrepancies and enhancing client satisfaction.
• Streamlined billing procedures, improving efficiency in invoice generation and distribution.
• Coordinated with clients to resolve outstanding balances, resulting in a higher percentage of on-time payments.

• Oversees and maintains the business's clients' portfolios while implementing strategies, to maintain, retain and collect any outstanding debts, services, or information while ensuring client satisfaction and portfolio maintenance.
• Led negotiations for property acquisitions, ensuring alignment with organizational goals and risk management protocols.
• Managed diverse real estate portfolios, optimizing asset performance and investment strategies.

Communicated clear objectives and implemented hands-on strategies resulting in peak performance.

• Determined operational strategies to bring procedures and personnel in line with company values.
• Adopted and integrated process and technology solutions to boost efficiency.
• Tracked and analyzed business trends to optimize procedures and workflow.
• Managed business successfully to uphold reputation for professionalism and results.

• Prevented returns to delinquency using strong follow-up strategies for different types of accounts.
• Reviewed daily credit holds to determine correct time to release accounts.
• Made long-lasting impact on issues impacting recurrent account delinquency by giving management regular feedback on front-line collections trends.
• Empowered employees to independently resolve problems and disputes.
• Enforced team adherence to quality standards, deadlines and proper procedures.
• Improved staff performance through continuous monitoring and training updates.

• Prevented returns to delinquency using strong follow-up strategies for different types of accounts.
• Reviewed daily credit holds to determine correct time to release accounts.
• Made long-lasting impact on issues impacting recurrent account delinquency by giving management regular feedback on front-line collections trends.
• Empowered employees to independently resolve problems and disputes.
• Enforced team adherence to quality standards, deadlines and proper procedures.
• Improved staff performance through continuous monitoring and training updates.

• Identified outstanding debts in need of collection actions by keeping track of assigned accounts.
• Obtained overdue balances by contacting customers via telephone and approved written correspondence.
• Maintained complete compliance with federal, state and local laws governing collection practices.
• Avoided future issues by creating trusting relationships with debtors.

• Monitor calls to measure performance and facilitate your business’ strategic objectives and requirements
• Assess agent behavior, counsel, and coach them to reduce negative customer experience, wastage of time and resources, and agent attrition
• Assess agents’ interaction with customers against a set of quality standards, including subjective components such as soft skills and courtesy
• Monitor trends within your call center(s) on an internal QA level, such as month over month agent performance metrics and top missed points at the agent or organizational level

• Followed up with customers to offer additional support and check resolution satisfaction.
• Documented, researched and resolved customer service issues.
• Handled customer inquiries, payments and service requests.
• Managed customer calls efficiently in fast-paced call center environment.