Curtis Akins
Phoenix
Summary
Results-driven Supervisor accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviors for customer service excellence.
Overview
14
14
years of professional experience
Work History
Mailroom Clerk
DHL Express
05.2020 - Current
- Managed incoming and outgoing mail efficiently, ensuring timely delivery to all departments.
- Operated sorting machines and postal equipment to streamline mail processing workflows.
- Maintained accurate records of mail distribution and inventory for effective tracking.
- Collaborated with team members to improve mailroom operations and enhance service quality.
- Trained new staff on best practices for handling sensitive documents and packages.
- Multitasked effectively in a fast-paced environment, prioritizing tasks appropriately to meet daily deadlines consistently.
- Processed outgoing mail with a high level of accuracy, including weighing packages and calculating appropriate postage fees.
- Labeled, weighed and processed mail and packages for efficient distribution.
Collections Supervisor
JPM Chase
05.2015 - 2020
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Processed payments and applied to customer balances.
- Supervised and coordinated activities of collections employees attempting to gather monies owed from consumers.
- Accessed credit records to evaluate customer credit histories.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Reviewed time records for 25 employees to verify accuracy of information.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Interviewed, hired and trained new employees for production positions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Customer Service Team Lead
JPM Chase
10.2013 - 05.2015
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Participated in cross-functional team-building activities.
Collection Specialist III
American Express
01.2012 - 10.2013
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Trained new team members on scripts, company services and collection strategies.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Used skip tracing and other techniques to locate debtors.
- Followed up with customers to collect specific financial information and verify details for preparation of annual 1095 forms.
- Notified co-signers of delinquent accounts to assist in collecting payments.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Education
BBA - Business
Grand Canyon University
Phoenix, AZ05.2016
High School Diploma - undefined
Proviso West High School
05.2012
Skills
- Report Preparation and Analysis
- Workflow Management
- Special Assignments
- Office Management
- Leading Team Meetings
- Performance Evaluations
- Positive and Constructive Feedback
- Time Management
- Call Monitoring
- Payroll Administration
Timeline
Mailroom Clerk
DHL Express
05.2020 - Current
Collections Supervisor
JPM Chase
05.2015 - 2020
Customer Service Team Lead
JPM Chase
10.2013 - 05.2015
Collection Specialist III
American Express
01.2012 - 10.2013
BBA - Business
Grand Canyon University
High School Diploma - undefined
Proviso West High School