Kennedy Brooks
Chicago
Summary
Results-driven collections and customer service professional with expertise in auto finance, encompassing collections, loss mitigation, recovery, and customer account management. Demonstrates strong negotiation, conflict resolution, and collaboration skills in dynamic settings. Open to leveraging transferable skills in collections or technology sectors to support organizational growth and drive professional development.
Overview
7
7
years of professional experience
Work History
Repossession Collections Representative
CarMax Auto Finance
Kennesaw
08.2023 - 01.2026
- Managed a portfolio of high-risk auto loan accounts ranging from 85–150 days past due, executing advanced collection and loss mitigation strategies to maximize recovery opportunities and reduce charge-offs.
- Specialized in loss mitigation, recovery, and pre-charge-off account management, balancing customer-focused solutions with company recovery objectives on severely delinquent auto loan accounts.
- Partnered with internal departments, repossession vendors, and customers to resolve complex account issues, support recovery efforts, and ensure accurate account servicing throughout the repossession process.
- Applied strong negotiation, conflict resolution, and account analysis skills to drive successful payment outcomes and mitigate potential losses on delinquent accounts.
- Investigated and resolved repossession-related claims, including vehicle damage disputes and customer concerns arising from the repossession process, while coordinating with vendors and internal business partners.
- Served as a key point of contact for departments supporting collections and recovery operations, providing account research, guidance, and assistance with escalated customer issues and complex account resolutions.
Late Collections Representative
CarMax Auto Finance
Kennesaw
02.2023 - 08.2023
- Maintained high daily call volume through inbound and outbound collection efforts, consistently engaging customers to resolve delinquencies and obtain payment commitments.
- Managed portfolio of auto loan accounts 31–60 days past due, employing collection strategies that secured payments and prevented progression to severe delinquency stages.
- Negotiated payment arrangements and due date changes, enhancing customer account management and promoting timely payments.
- Resolved escalated customer concerns, payment disputes, and complex account issues through effective conflict resolution and account analysis.
- Acted as key point of contact for representatives and departments in collections process, providing account research, guidance, and assistance with escalated situations to ensure timely resolutions.
Early Collections Representative
CarMax Auto Finance
Kennesaw
07.2022 - 02.2023
- Managed a portfolio of auto loan accounts 1–30 days past due, contacting customers to secure payments, resolve delinquencies, and minimize account roll rates.
- Negotiated payment arrangements, processed due date changes and payment extensions, and educated customers on available account solutions based on eligibility guidelines.
- Resolved customer concerns and payment disputes through effective conflict resolution, balancing customer needs with company policies and compliance requirements.
- Escalated complex account issues, hardship situations, and unresolved disputes to appropriate departments while ensuring timely follow-up and customer communication.
- Maintained detailed account documentation, including collection activities, promises to pay, extensions, due date modifications, and account resolutions within the servicing system.
Rental Coordinator
Hertz Car Rental
College Park
02.2019 - 07.2022
- Facilitated vehicle rentals, reservations, contract processing, and vehicle selection, ensuring exceptional customer service in fast-paced environment.
- Addressed customer concerns regarding reservations, billing, vehicle exchanges, and rental agreements, ensuring resolutions aligned with customer satisfaction.
- Coordinated with branch staff, maintenance teams, and management to enhance daily operations, optimize fleet readiness, and meet customer demand.
- Promoted and sold optional rental products and services, including vehicle upgrades, protection plans, and fuel options, contributing to branch revenue goals.
- Conducted vehicle inspections before and after rentals, documenting damages, mileage, fuel levels, and overall vehicle condition.
Education
Associate of Applied Science - Cybersecurity/ Information Technology
Atlanta Technical College
Atlanta,GA05-2028
High School Diploma -
Woodland High School
Stockbridge,GA01-2018
Skills
- Customer Service
- Account management
- Problem-solving
- Attention to detail
- Time management
- Multi-tasking
- Adaptability
- Communication
- Teamwork
- Technical/computer skills
- Leadership
- Critical thinking
Accomplishments
- Exceeded performance goals by 325.55%
- Recognized for investigative and problem-solving skills
- Demonstrated consistent compliance with regulatory and company standards
Additional Information
- Quick learner with strong adaptability in technical and fast-paced environments
- Works effectively both independently and within team settings
- Actively developing knowledge in cybersecurity concepts and best practices
Badges Essential Skills
- Microsoft Excel
- Microsoft powerPoint
- Microsoft Word
- Micrsoft Generative AI
Timeline
Repossession Collections Representative
CarMax Auto Finance
08.2023 - 01.2026
Late Collections Representative
CarMax Auto Finance
02.2023 - 08.2023
Early Collections Representative
CarMax Auto Finance
07.2022 - 02.2023
Rental Coordinator
Hertz Car Rental
02.2019 - 07.2022
Associate of Applied Science - Cybersecurity/ Information Technology
Atlanta Technical College
High School Diploma -
Woodland High School