Windy Knowles
Byron
Summary
Dynamic and results-driven professional with a proven track record at GEICO as a Salvage Specialist. Skilled in effective communication and problem-solving, I excelled in managing high-stress situations and resolving customer disputes, leading to increased loyalty. Recognized for consistently surpassing targets and fostering positive service experiences through empathy and active listening.
Overview
20
20
years of professional experience
Work History
Salvage Specialist
GEICO
08.2013 - 03.2025
- Assisted Customers with their Total Loss Needs via Inbound Call Center or thru CRM (Customer Relationship Management)
- Verified all paperwork was correct to have vehicle processed out of customer name with the State.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests customers.
Collections Agent
The Law Offices of Emmett L Goodman Jr.
08.2005 - 08.2013
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
- Counseled debtors on payment options and arranged installment agreements.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
Education
High School Diploma -
Crawford County Comprehensive High School
Roberta, GA01-1991
Skills
- Communication and coordination
- Team leadership
- Salvage law knowledge
- Teamwork and collaboration
- Problem-solving
- Time management
- Multitasking
- Problem-solving abilities
- Punctuality
- Multitasking Abilities
- Excellent communication
- Reliability
- Active listening
- Effective communication
Accomplishments
While at Geico, I was on the ACE Awards program that is awarded for the top 2% of each department.
Timeline
Salvage Specialist
GEICO
08.2013 - 03.2025
Collections Agent
The Law Offices of Emmett L Goodman Jr.
08.2005 - 08.2013
High School Diploma -
Crawford County Comprehensive High School
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