Summary
Overview
Work History
Education
Skills
Timeline
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Kiyana Oliver

Manager
Aurora,IL

Summary

I lead with integrity, care about people, and show up with consistency. My experience in both retail and call center environments has taught me the value of clear systems, strong communication, and a steady presence. I’ve trained agents, supported teams, and helped things run smoother, not just for the process, but for the people behind it. I don’t just adapt to what’s in place; I work to help improve it. I’m always seeking growth so I can continue becoming the best version of myself.

Overview

12
12
years of professional experience

Work History

Emails Supervisor

Deinde Financial, LLC (Integra Credit)
Chicago, Illinois
07.2021 - Current
  • Supervise a team of 5 agents, with experience managing up to 13 at peak staffing
  • Spot-check email responses and coach agents to maintain clarity, compliance, and consistency
  • Review agent performance across calls, voicemails, and document handling, offering feedback to improve accuracy, tone, and workflow
  • Assist with onboarding and cross-training new team members by sharing product knowledge and helping create process guides that support their growth
  • Contribute to the development of email templates that ensure consistent, easy-to-understand communication across the team
  • Step in to assist the Escalations team with sensitive account issues when their manager is out or unavailable, including credit disputes and debt-related cases
  • Coordinate agent schedules and oversee daily operations to keep workflow smooth and on track
  • Collaborate with other departments to solve customer issues and improve workflows

Escalations Specialist

Deinde Financial, LLC (Integra Credit)
Chicago, Illinois
01.2020 - 07.2021
  • Handled sensitive and complex customer issues escalated through phone, email, and third-party platforms
  • Reviewed and responded to complaints, including those submitted via the Better Business Bureau (BBB), Federal Trade Commission (FTC), and Consumer Financial Protection Bureau (CFPB)
  • Processed and verified legal documents such as bankruptcy letters, power of attorney forms, and police reports
  • Used systems like PACER and JIRA to track case updates, technical issues, and resolution workflows
  • Communicated with customers and third parties to settle accounts, verify employment, and confirm account details
  • Flagged accounts for fraud, bankruptcy, or credit counseling and updated internal CRM records daily
  • Partnered with Compliance and Legal teams to ensure accurate handling of escalated cases and formal complaints
  • Maintained calm professionalism while managing emotionally charged conversations and urgent requests

Email Agent

Deinde Financial, LLC (Integra Credit)
Chicago, Illinois
10.2018 - 01.2020
  • Handled inbound and outbound emails, calls, voicemails, and faxes with speed and accuracy
  • Processed customer requests, account updates, and documents using internal CRM systems
  • Created and adjusted payment arrangements, ensuring clarity and compliance
  • Maintained professionalism and clear communication in both written and verbal responses
  • Helped the team meet goals by staying flexible and following company policies
  • Contributed to a positive team environment and remained open to feedback and change

AST / Collector Agent

Deinde Financial, LLC (Integra Credit)
Chicago, Illinois
09.2016 - 10.2018
  • Handled inbound and outbound calls to assist customers with loan applications and payment arrangements
  • Negotiated payment plans and resolved delinquencies with a focus on compliance and empathy
  • Used internal systems to search accounts, log updates, and process collections tasks accurately
  • Created new loan applications over the phone and followed up with online applicants
  • Verified customer information and ensured data security during all interactions
  • Maintained high standards of professionalism while supporting overall customer retention

Health Insurance Representative

GoHealth Insurance
Chicago, Illinois
09.2013 - 02.2015
  • Enrolled customers in ACA health plans by phone and online
  • Explained plan options and followed up to complete applications
  • Sent quotes, answered coverage questions, and handled customer concerns
  • Entered new customer information and processed orders in the system
  • Reviewed existing customer medication lists, updated system records with accurate prescriptions, and provided current pricing

Education

Some College (No Degree) - Performing Arts Management

Columbia College Chicago
Downtown Chicago, IL

Skills

  • Team Leadership & Coaching

  • Quality Email Support

  • Customer Communication

  • Training & Onboarding

  • Conflict Resolution

  • Process Improvement

  • CRM Systems

  • Time Management & Organization

  • Performance Monitoring

  • Cross-Team Collaboration

Timeline

Emails Supervisor

Deinde Financial, LLC (Integra Credit)
07.2021 - Current

Escalations Specialist

Deinde Financial, LLC (Integra Credit)
01.2020 - 07.2021

Email Agent

Deinde Financial, LLC (Integra Credit)
10.2018 - 01.2020

AST / Collector Agent

Deinde Financial, LLC (Integra Credit)
09.2016 - 10.2018

Health Insurance Representative

GoHealth Insurance
09.2013 - 02.2015

Some College (No Degree) - Performing Arts Management

Columbia College Chicago

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