Chantynai Hampton
Charlotte
Summary
Customer Service and Collections professional with 10+ years of experience in high-volume call center environments. Skilled in delinquency resolution, payment negotiation, escalation handling, and KPI-driven performance. Proven ability to support team performance through strong communication, compliance awareness, and effective de-escalation.
Overview
11
11
years of professional experience
Work History
Senior Collections Representative
GM Financial
Charlotte
01.2024 - Current
- Manage high-volume inbound and outbound calls regarding delinquent auto loan accounts while maintaining regulatory compliance.
- Review account discrepancies, explain credit contract terms, and guide customers toward resolution options.
- Negotiate payment arrangements and extensions to improve account resolution outcomes.
- Document customer interactions and commitments accurately in CRM systems.
- Model effective call handling and de-escalation techniques to support team performance.
- Negotiate payment arrangements with delinquent customers to facilitate account resolution.
IT Tech Support
Velocity
Charlotte
03.2021 - 01.2024
- Provided end-user support by diagnosing and resolving hardware and software issues.
- Delivered clear, customer-focused explanations to ensure timely resolution and satisfaction.
- Documented service requests and supported issue escalation as needed.
Customer Service Representative
Bread Financial
Charlotte
04.2017 - 01.2021
- Handled high call volumes while resolving account-related inquiries efficiently.
- Applied de-escalation strategies to resolve complex customer issues.
- Met performance expectations related to call quality and adherence.
Team Lead
Spectrum
06.2015 - 02.2017
- Supported daily call center operations by communicating performance expectations to team members.
- Assisted with coaching, onboarding, and real-time support to improve call quality.
- Helped resolve escalated customer issues in a fast-paced environment.
Education
Bachelors - Health and Administration, Medical Billing and Coding
University Of Phoenix
High School Diploma -
Crossroads Charter High School
Skills
Collections & Delinquency Resolution Payment Negotiation Customer Escalations
High-Volume Call Handling Call Center KPIs CRM Documentation
Account Management Compliance De-escalation
Coaching Support Inbound & Outbound Calls
High-Volume Call Handling Call Center KPIs CRM Documentation
Account Management Compliance De-escalation
Coaching Support
Timeline
Senior Collections Representative
GM Financial
01.2024 - Current
IT Tech Support
Velocity
03.2021 - 01.2024
Customer Service Representative
Bread Financial
04.2017 - 01.2021
Team Lead
Spectrum
06.2015 - 02.2017
Bachelors - Health and Administration, Medical Billing and Coding
University Of Phoenix
High School Diploma -
Crossroads Charter High School