CAROL KELLY
Conrad Acceptance Corporation
Vista,CA
8
years of professional experience
Results-driven Project Manager and Compliance Specialist with extensive experience in enhancing operational efficiencies and boosting profitability. Skilled in leading teams in fast-paced environments while ensuring accuracy and compliance. Committed to delivering measurable outcomes that foster business growth.
Work History
Operations Manager
5 Years 3 Months- Executed implementation of Regulation F to ensure compliance with federal guidelines.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Performs annual employee evaluations fairly and objectively to identify any deficiencies in performance, attitude, professionalism, attendance, etc
- Oversaw staff scheduling and resource allocation for project needs.
- Developed and implemented operational policies to enhance productivity.
- Coordinated cross-departmental communication to improve process efficiency.
- Trained and mentored team members on best practices and procedures.
- Ability to work closely with Sales to ensure credit and collection guidelines are adhered to and quickly resolves issues
- Ability to communicate effectively with internal and external customers and clients
- Managed staffing needs through recruitment, selection, onboarding, and training, and disciplinary action as necessary.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Supported senior leadership in executive decision-making by generating daily reports recommending corrective actions and improvements.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed and updated compliance documentation regularly for accuracy.
- Monitored changes in regulations and advised on necessary adjustments.
- Assisted in internal audits to evaluate adherence to compliance standards.
- Managed and directed all disputes and complaints; CFPB, BBB, AG, EOSCAR
- Spearheaded the DFPI annual exam
Billing and Finance Supervisor
7 Years 9 Months- Coordinated audits and reviewed financial statements for accuracy.
- Developed and implemented financial policies and procedures to ensure compliance with regulatory requirements.
- Coordinated audits and ensured accuracy of financial statements to support compliance and decision-making.
- Conducted regular meetings with finance staff to review performance objectives and goals.
- Led training sessions to enhance staff knowledge on financial systems.
- Maintained account and portfolio delinquencies
- Accessed accounts for collection escalation
- Assisted senior management with strategic planning initiatives related to long-term growth plans.
- Supervised accounts payable, accounts receivable, and general ledger activities for accurate financial operations.
- Strengthened relationships with key clients through effective negotiation strategies, resulting in increased revenue streams.
- Actively participated in special projects related to business strategy development or restructuring initiatives.
- Executed payment processing and established payment plans for clients.
- Engaged with clients to address and resolve consumer requests promptly.
- Addressed and resolved consumer complaints filed with agencies like BBB, CFPB, and the Attorney General.
- Supervised a team of Customer Service Representatives
- Assisted in the onboarding of new business from sales
Data Entry Clerk
1 Year- Entered data accurately into company database, ensuring integrity of client transaction records.
- Maintained organized filing system to support data retrieval processes.
- Reviewed discrepancies in records and corrected errors to support clean data integrity.
- Organized high-volume paperwork and electronic files for quick retrieval and processing.
Customer Service Representative
5 Months- Served as primary liaison for consumer inquiries
- Processed payments and established payment plans to facilitate customer transactions
- Reviewed account histories to support informed service decisions.
- Maintained compliance with company policies during sensitive customer interactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved billing discrepancies by coordinating with internal departments.
- Processed payment arrangements and updated account records in CRM systems.
- Managed customer account inquiries with accurate, timely resolutions.
Education
General Studies
High school or equivalent
Skills
Operations management
Project development
Customer relationship management
Policy implementation
Data analysis
Dispute resolution
Cost reduction
Workplace mediation
Team leadership
Employee conflict resolution
Conflict mediation
Planning and implementation
Timeline
Operations Manager
Conrad Credit Corporation
08.2021 - CurrentRead More
Data Entry Clerk
Conrad Acceptance
09.2019 - 09.2020Read More
Billing and Finance Supervisor
Conrad Acceptance Corporation
02.2019 - CurrentRead More
Customer Service Representative
Conrad Acceptance Corporation
09.2018 - 02.2019Read More
ESCONDIDO HIGH SCHOOL
High school or equivalent
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PALOMAR COLLEGE
General Studies
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