Kaila Johnson
Houston,Texas
Summary
Credit professional with proven track record in credit management and customer service. Known for reliable team collaboration and achieving consistent results. Skilled in financial analysis, credit risk assessment, and adapting to evolving demands.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Credit Representative
XL PARTS
10.2024 - Current
- Managed credit applications, ensuring compliance with company policies and industry regulations.
- Evaluated customer credit histories to assess risk and establish appropriate credit limits.
- Collaborated with sales teams to address customer inquiries and resolve credit-related issues.
- Implemented process improvements that enhanced accuracy in credit assessments and reduced turnaround times.
- Established relationships with clients to enhance communication regarding payment terms and expectations.
- Improved credit approval rates by conducting thorough credit analysis and risk assessments for potential clients.
- Generated detailed reports for senior management outlining key performance indicators related to receivables, collection efforts, and account status updates.
- Maintained high levels of customer satisfaction with proactive communication, resolving disputes, and addressing inquiries.
- Answered incoming customer calls and questions regarding invoices.
- Collaborated with the collections team to recover outstanding balances, resulting in lower bad debt writeoffs.
Criminal Court Clerk
Harris County Criminal Court
03.2024 - 10.2024
- Processed court documents and maintained accurate case files for efficient court operations.
- Managed electronic filing system, enhancing accessibility and retrieval of case information.
- Assisted in the preparation of court dockets, improving organizational workflow and efficiency.
- Safeguarded the integrity of court records by vigilantly monitoring access to confidential information.
- Optimized internal workflows within the office through regular evaluation of current practices and introducing necessary improvements where required.
- Expedited trial proceedings by accurately recording minutes during hearings and trials.
- Promoted transparency within the judicial process by consistently following established guidelines when disseminating information to external stakeholders.
- Contributed to faster resolution times for defendants through proficient coordination between the defense counsel, prosecutor, probation officer, and bailiff.
- Maintained court dockets and updated disposition of cases after court hearings and trials.
- Provided assistance to attorneys and court personnel in courtroom
- Reviewed court documents to process subpoenas, motions and pleadings.
- Answered telephone calls, took messages and transferred calls to appropriate colleagues.
- Maintained and updated electronic databases to accurately and securely store court documents.
- Responded to in-person and telephone requests for information from general public, attorneys and other involved parties.
- Examined legal documents submitted to courts for adherence to laws and court procedures.
Credit Representative
Primary Services (NRG)
04.2023 - 02.2024
- Apply the company's credit and collection policies, practices, and procedures to the credit requirements of designated customer accounts.
- Review files, reports and credit bureau documents and financial statements of customers to ensure they meet deposit requirements.
- Extend credit to customers in accordance with established policy and terms.
- Analyze customer's financial situations and determine whether to extend credit beyond established policy criteria.
- Analyze credit risk for aggregated portfolios of customers as well as individual accounts.
- Carry out the established program for the follow up and collection of accounts receivable.
- Communicate requests with management for special applications for credit that are outside of standard policies and procedures.
- Investigate and prepare findings to complaints from customers for development of response to Public Utility Commission, consumer advocates, media, and management.
- Evaluate customer eligibility (i.e., low-income status) for PUC mandated activities and programs.
- Process development and implementation of credit policies/procedures.
Account Specialist I
JPMorgan Chase & Co
03.2022 - 03.2023
- Managed client accounts, ensuring accurate and timely service delivery.
- Conducted regular account reviews to identify growth opportunities and mitigate risks.
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Analyzed financial data and generated accurate, insightful reports for management.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Chat Support Representative
T-Mobile
01.2022 - 07.2022
- Resolved customer inquiries with high accuracy, ensuring timely and effective support.
- Implemented feedback mechanisms to improve response quality and customer satisfaction.
- Analyzed chat transcripts to identify trends and recommend process improvements.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Products and Services Specialist
Regions Bank
07.2020 - 12.2021
- Performed outstanding customer service
• Displayed strong telephone etiquette, effectively handling difficult calls.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Managed customer expectations by clarifying needs, identifying options and recommending products
and services.
• Documented conversations with customers to track requests, problems and solutions.
• Assisted customers with a variety of account issues such as balances, online banking, debit card
maintenance, claims, collections, disputes, wires, deposits, stop payments, account closings and
conversions, and overdraft protections
• Answered 60-100 inbound calls per day
• Data entry and knowledge of Microsoft Word, Teams, and Microsoft Office
Mobile Expert
T-Mobile
06.2019 - 03.2020
- Consistently praised for outstanding customer service and organization in workplace
- Assisted diverse customers with various phone aspects, such as bill pay and troubleshooting.
- Performed outstanding customer service
- Exceeding monthly goals
- Assisting customers with bill pays, long term phone contracts, and troubleshooting, and staying up to
Retail Banker
Woodforest National Bank
09.2018 - 06.2019
- Provided exceptional customer service, addressing inquiries and resolving issues effectively.
- Assisted clients in selecting appropriate financial products based on individual needs.
- Led initiatives to promote bank services, increasing client engagement and satisfaction.
- Maintained high levels of cash handling accuracy, ensuring proper documentation and adherence to compliance requirements.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback when appropriate.
- Increased customer satisfaction by providing personalized banking solutions and exceptional customer service.
- Enhanced customer loyalty through proactive communication and timely resolution of issues.
- Provided ongoing support for online banking platforms as necessary, guiding customers through setup processes or troubleshooting issues to ensure seamless digital transactions.
- Identified and reported suspicious patterns of activity to reduce money laundering.
- Reduced transaction wait times through efficient multitasking and effective queue management techniques.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Referred customers to other banking departments for specialized services.
Receptionist
Teche Action Clinic
07.2017 - 09.2018
- Managed front desk operations, ensuring efficient patient check-in and appointment scheduling.
- Coordinated communication between patients and healthcare providers to facilitate seamless service delivery.
- Maintained accurate patient records using electronic health record systems, enhancing data retrieval efficiency.
- Monitored inventory levels of office supplies, ensuring adequate stock for uninterrupted clinic operations.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained visitor log for entering and leaving facility for security purposes.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
- Handled assignments independently with good judgement and critical thinking skills.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Sales Associate
Stage Stores
12.2014 - 05.2017
- Provided exceptional customer service to enhance shopping experience and foster loyalty.
- Assisted in inventory management, ensuring stock levels met seasonal demands and promotions.
- Processed transactions accurately using point-of-sale systems, minimizing errors during checkout.
- Trained new sales associates on product knowledge, store policies, and customer engagement techniques.
- Collaborated with team members to achieve daily sales targets and improve overall store performance.
- Resolved customer inquiries and complaints promptly, maintaining a positive store reputation and satisfaction levels.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Dispatcher
Franklin Police Department
06.2012 - 12.2014
- Coordinated emergency response activities among law enforcement, fire, and medical personnel to ensure public safety.
- Managed incoming calls and dispatched units efficiently using advanced communication systems.
- Developed and maintained accurate logs of all dispatch activities for accountability and reporting purposes.
- Trained new dispatch staff on protocols, procedures, and use of dispatching software tools.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
Education
License - All Claims Adjuster License
360 Training
Texas10-2025
Certification
- All Lines Adjuster License - 2025
Timeline
Credit Representative
XL PARTS
10.2024 - Current
Criminal Court Clerk
Harris County Criminal Court
03.2024 - 10.2024
Credit Representative
Primary Services (NRG)
04.2023 - 02.2024
Account Specialist I
JPMorgan Chase & Co
03.2022 - 03.2023
Chat Support Representative
T-Mobile
01.2022 - 07.2022
Products and Services Specialist
Regions Bank
07.2020 - 12.2021
Mobile Expert
T-Mobile
06.2019 - 03.2020
Retail Banker
Woodforest National Bank
09.2018 - 06.2019
Receptionist
Teche Action Clinic
07.2017 - 09.2018
Sales Associate
Stage Stores
12.2014 - 05.2017
Dispatcher
Franklin Police Department
06.2012 - 12.2014
License - All Claims Adjuster License
360 Training