Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kacy Johnston

Portsmouth,VA

Summary

Results-driven Operations Manager known for unparalleled productivity and efficiency in task completion. Specialize in strategic planning, process optimization, and team leadership. Excel in communication, problem-solving, and adaptability, ensuring seamless operations management and positive team dynamics.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Operations Manager

Spring Oaks Capital
Chesapeake, VA
11.2021 - Current
  • Regularly reviewed existing policies and procedures to ensure ongoing compliance.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Managed staffing needs through recruitment, selection, and training, as well as presented disciplinary action as necessary.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Built strong operational teams to meet process and production demands.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Coordinated with other departments, including finance and human resources. To ensure efficient operations.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Addressed customer concerns with suitable solutions.
  • Measured and reviewed performance via KPIs and metrics.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

Collections Agent

Spring Oaks Capital
Chesapeake, VA
11.2020 - 11.2021
  • Adhered to all applicable laws, regulations, and company policies.
  • Resolved complex issues that arose during the collections process.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
  • Analyzed customer data to identify potential areas of improvement within the collections department.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Identified opportunities for process improvement within the collections department.
  • Interviewed customers to obtain financial information, payment history and other relevant details.
  • Maintained accurate records of collection activities in database system.
  • Participated in training sessions related to new technologies used by the company's collections department.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.
  • Investigated historical data for each debt or bill to identify concerns and determine optimal course to bring account current.
  • Followed fair debt practices and regulatory guidelines when managing collections process.

Collections Agent

Consumer Portfolio Services
Chesapeake, VA
03.2017 - 10.2020
  • Adhered to all applicable laws, regulations, and company policies.
  • Resolved complex issues that arose during the collections process.
  • Maintained accurate records of all customer contact attempts and account updates in the database system.
  • Reviewed documents such as contracts, invoices, letters and emails related to customer accounts.
  • Negotiated payment plans with customers to ensure timely repayment of debt.
  • Conducted skip tracing activities to locate delinquent customers.
  • Initiated legal action against delinquent customers when necessary.
  • Interviewed customers to obtain financial information, payment history and other relevant details.
  • Investigated customer disputes and complaints regarding billing errors and incorrect charges.
  • Participated in training sessions related to new technologies used by the company's collections department.
  • Drafted correspondence to customers regarding overdue accounts and payment arrangements.
  • Adhered to company policies and applicable laws while collecting debts from customers.
  • Monitored aging reports to prioritize collection efforts on overdue accounts.
  • Prepared documentation required for collection and repossession activities.
  • Ensured compliance with federal and state collections laws and regulations.

Assistant Manager

Mini Price Self Storage
Virginia Beach, VA
07.2011 - 03.2017
  • Resolved conflicts between team members in an effective manner.
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
  • Ensured compliance with safety regulations and company policies.
  • Organized training sessions for new hires to familiarize them with the workplace environment.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Managed customer service inquiries and complaints in a timely manner.
  • Maintained accurate records of sales transactions using point-of-sale systems.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Recruited and trained new employees to meet job requirements.

Education

Woodrow Wilson High School
Portsmouth, VA
06-2008

Skills

  • Ability to maintain low attrition rates as well as foster long- lasting and fruitful employee relationships
  • Was awarded the Directors Cup due to performance and other metrics at total of 6 times with 4 of those instances being consecutive breaking a company record
  • Manager of the Month March 2022,June 2023, and February 2024
  • Average of 9272% Team Goal Achievement rate
  • Improved team Quality scores from an average of 9435% in 2022, to 9584% in 2023 to a of 9658% so far for the year 2024
  • Maintained a continuous decline in attrition rates for my team

Certification

  • CPR and AED Certified

References

References available upon request.

Timeline

Operations Manager

Spring Oaks Capital
11.2021 - Current

Collections Agent

Spring Oaks Capital
11.2020 - 11.2021

Collections Agent

Consumer Portfolio Services
03.2017 - 10.2020

Assistant Manager

Mini Price Self Storage
07.2011 - 03.2017

Woodrow Wilson High School

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Kacy Johnston