Kelsha Hinton
Pickering
Summary
Dynamic Collection Supervisor with extensive experience in team leadership and process optimization. Skilled in developing strategies that improve collection outcomes while fostering a positive work environment. Committed to achieving departmental goals through effective training and support.
Overview
9
9
years of professional experience
Work History
Billing Specialist
Lendcare Capital Financial
Pickering
11.2022 - 12.2025
- Executed high-volume outbound collection calls to customers with overdue accounts, improving cash flow
- Negotiated payment plans and settlements while maintaining a professional and respectful approach
- Met and consistently worked toward daily and monthly calls and dollar targets
- Resolved billing inquiries, disputes, and payment concerns, enhancing customer satisfaction
- Accurately documented all customer interactions and updated account records in CRM systems
- Monitored compliance with company policies and collections regulations, minimizing risk of disputes
Customer Experience Specialist
Autolux Ltd Rapid City Transport
Pickering
01.2020 - 11.2022
- Managed inbound phone and email inquiries in fast-paced customer service environment to ensure timely responses
- Assisted customers with account questions, service concerns, and payment processing
- Maintained professionalism while handling high call volumes to enhance customer satisfaction
- Resolved customer issues and escalated concerns to appropriate departments for swift resolution
- Entered and updated customer information accurately in internal systems
- Offer support and solutions to customers in accordance with the company's customer service policies
Collection Supervisor
Groupe Solution Collect
Pickering
07.2016 - 01.2020
- Supervised daily operations of collections team, optimizing workflow and ensuring timely account resolutions
- Developed strategies to streamline collection processes, resulting in enhanced team effectiveness
- Monitored account statuses and managed escalated customer disputes effectively
- Analyzed reports to identify trends and recommend improvements in collections practices
- Trained staff on best practices for customer communication and conflict resolution
- Collaborated with management to set departmental goals and objectives
- Fostered a positive team environment through regular feedback and recognition initiatives.
- Received and submitted payments and applied amounts to customer balances
Education
Some College Courses
Durham College
Oshawa01-2017
High School Diploma
Pickering, ON01-2017
Skills
- Billing procedures
- Accounts receivable
- Payment Processing
- Payment Plan Negotiation
- Overdue Account Management
- CRM & Collections Systems
- High-volume Call Centers
- Call management
- Compliance and Confidentiality
- Office software proficiency
- Time Management & Accuracy
- Customer conflict resolution
- Team leadership
- Email & Phone Communication
Accomplishments
Team Spirit Award 2018 - Groupe Solution Collect
Timeline
Billing Specialist
Lendcare Capital Financial
11.2022 - 12.2025
Customer Experience Specialist
Autolux Ltd Rapid City Transport
01.2020 - 11.2022
Collection Supervisor
Groupe Solution Collect
07.2016 - 01.2020
Some College Courses
Durham College
High School Diploma