Tiffany Coggins

Customer-focused collections professional with 7+ years of inbound call center experience supporting customers through sensitive financial situations. Proven ability to de-escalate escalated calls, resolve complex account issues, and maintain strict compliance with policies and regulations. Strong communicator experienced in high-volume environments with a consistent focus on empathy, accuracy, and customer satisfaction.

Customer Solutions Associate – Collections - Portfolio Recovery Associates

(2017-06)

• Manage high-volume inbound calls regarding delinquent accounts, balances, and payment options
• Provide empathetic, solution-driven customer support during stressful financial situations
• Explain and negotiate payment arrangements in accordance with company policies and compliance requirements
• Research and resolve account discrepancies using internal systems and documentation tools
• De-escalate escalated calls through active listening and problem-solving techniques
• Accurately document customer interactions, updates, and resolutions in CRM systems
• Consistently meet quality, compliance, and performance metrics in a structured call-center environment

High School Diploma