Amy Kershaw
Magna,UT
Summary
Dynamic and results-driven professional with a strong foundation in leadership, strategic thinking, and team development. Equipped with extensive training and hands-on experience in guiding teams, driving performance, and fostering a culture of continuous improvement. Recognized for a proactive, resourceful approach and a commitment to delivering exceptional customer experiences. A creative and analytical thinker who thrives on solving complex challenges and empowering others to reach their full potential. Known for a positive, “can-do” attitude and the ability to lead with empathy, clarity, and purpose in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Collections Specialist
CreditOne Bank
04.2025 - 04.2026
- Managed high-volume inbound and outbound calls to resolve outstanding account balances while maintaining a professional and empathetic tone.
- Processed payments securely and accurately using internal systems, ensuring compliance with financial regulations and company policies.
- Delivered exceptional customer service by actively listening, identifying solutions, and maintaining positive relationships with clients.
- Complete Recovery
- Resolved customer inquiries regarding billing discrepancies, ensuring prompt and accurate information delivery.
- Managed account collections using automated systems to streamline processes and enhance efficiency.
- Maintained detailed records of customer interactions, contributing to improved reporting accuracy and compliance.
- Analyzed account data to identify trends, facilitating targeted outreach for overdue payments.
- Collaborated with team members to develop strategies for improving collection rates and reducing delinquency.
Customer Experience Specialist
PacifiCorp
04.2023 - 10.2024
- Handled a high volume of inbound and outbound calls, assisting residential and business customers with account-related inquiries and service requests.
- Provided support for payment issues, including troubleshooting failed transactions, processing payments, and setting up customized payment plans.
- Served on both the Business Solutions Team and the Suspends Team, managing specialized account workflows and service suspensions with precision and professionalism.
- Facilitated customer inquiries and resolved issues to enhance satisfaction.
- Collaborated with cross-functional teams to streamline service processes.
- Managed customer accounts, ensuring accurate information and timely updates.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Office Manager
ProClean of Utah
06.2021 - 04.2023
- Coordinated daily office operations to ensure efficient workflow and productivity.
- Managed scheduling and logistics for team meetings and client appointments.
- Oversaw inventory management, ensuring timely procurement of office supplies.
- Implemented organizational systems that improved document retrieval efficiency by 30%.
- Conducted thorough risk assessments to identify vulnerabilities within projects and programs.
- Developed and implemented mitigation strategies to minimize risks in operational processes.
- Collaborated with cross-functional teams to enhance compliance with safety regulations and standards.
- Analyzed incident reports to identify trends and recommend preventative measures for future occurrences.
- Collaborated with insurance adjusters to determine appropriate coverage amounts and streamline the claims process, expediting payment timelines.
- Coordinated with multiple departments to ensure seamless communication during the claims process.
- Presented findings from site inspections to clients as part of comprehensive risk assessments that informed their decision-making processes around property investments or improvements.
- Negotiated favorable settlements with third-party providers on behalf of clients by leveraging deep knowledge of regulatory requirements and industry best practices.
Education
GED -
Stevens-Henegar College
01-2012
BBA - IT Business Administration
Western Governors University
Salt Lake City, UT12-2026
Skills
- Customer Service
- Attention to Detail
- Adaptability
- Communication
- Self-Motivated
- Proactive
- Goal Focused
- Decision-Making
- Credit and collections
- Teamwork orientation
- Account review
- Relationship building
Timeline
Collections Specialist
CreditOne Bank
04.2025 - 04.2026
Customer Experience Specialist
PacifiCorp
04.2023 - 10.2024
Office Manager
ProClean of Utah
06.2021 - 04.2023
GED -
Stevens-Henegar College
BBA - IT Business Administration
Western Governors University
Accolades
- GED Recipient, Stevens-Henegar College, 2012
- Employee of the Year, 2021
- Employee of the Year, 2022
- Naval Junior Reserve Training, Lt. Commander
- Top Earner in Collections, 2025
Personal Information
Title: Customer Service Professional