Summary
Overview
Work History
Education
Skills
References
Timeline
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Kaitlin Hupp

Blanchester,Ohio

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the collections and customer service industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Sr Business Service Specialist

Dealertrack
Wilmington, Ohio
04.2022 - Current
  • Maintaining the flow of documents and titles from one department to another.
  • Ensuring that all expedited and special handling VINS are kept within their respective SLA requirements.
  • Timely and accurate execution of DS/SL and RO/LO transactions.
  • Follow established procedures and compliance requirements to the letter to ensure quality and client satisfaction.
  • Examine documents and titles to determine the appropriate action and routing based on document type and client requirements or expectations.
  • Process title documents with a high level of accuracy and quality through complex sorting, logging, identifying, matching, entering, auditing, routing, and researching as required.
  • Knowledge of operating specific company databases and software for VIN lookup and research.
  • Daily application of great attention to detail in order to identify and correct errors before documents and titles are mailed out to clients.
  • Subject matter expert on clients I work with on a daily basis, as well as expedited and special handling procedures and requirements.
  • Ability to be flexible with my schedule, often working mandatory overtime with eagerness, or volunteering for optional overtime.

Collections Specialist

General Electric Credit Union
Cincinnati, OH
03.2021 - 04.2022
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Counseled debtors on payment options and arranged installment agreements.
  • Handled outbound and inbound calls daily with goal of collecting owed debt.
  • Used probing techniques to determine debtors' reasons for delinquency.
  • Achieved performance goals on consistent basis.
  • Researched accounts and completed due diligence to resolve collection problems.
  • Processed payments and applied to customer balances.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Thorough notation and updating of debtors' accounts.

Collections Specialist, Unemployment Representative

Schuerger Law Group
Wilmington, Ohio
08.2019 - 03.2021
  • Met demands of busy collections group by performing high volume of daily calls.
  • Processed payments over the phone and set up recurring drafts.
  • Reviewed accounts to determine payment plan compliance.
  • Arranged for debt repayment and established a repayment schedule based on customer finances.
  • Maintained consistent high performance by establishing a solid record of achieving or exceeding objectives through the use of time utilization and a goal-driven attitude.
  • Located debtors by utilizing skip tracing and other strategies.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Notified customers of delinquent accounts, with an attempt to collect outstanding amounts.
  • Remained calm, stayed professional, and provided exceptional service on all calls, even when interacting with difficult individuals.
  • Recorded and updated customer personal accounts with accurate contact information.
  • Mentored new members on scripts, strategies, and company information to maximize performance.
  • Gave clients comprehensive packages containing all key information, including demand letter, and loan authorization.

Dental Assistant, Front Desk

Baxter Dental Care
Lebanon, Ohio
05.2019 - 08.2019
  • Entered patient data into dental records system and observed all confidentiality rules to maintain patient privacy.
  • Coordinated and managed patient care with efficiency and professionalism by scheduling appointments, educating patients, and advising of the treatment plan given by the dentist.
  • Sanitized equipment cleaned treatment rooms, and restocked supplies after each patient's treatment to maintain cleanliness and prepare for the next patient.
  • Gathered and reviewed patient records, data, and health history to share with dentists for quick and accurate patient assessments, diagnoses, and treatment.
  • Worked with dental assistants and dentist to meet all incoming guest needs, smooth check-in processes, and maximize satisfaction.
  • Coordinated front desk operations and diligently helped all in-person visitors and callers with knowledgeable assistance.

Crew Person, Crew Trainer, Shift Manager

McDonald’s
Blanchester, Ohio
02.2014 - 05.2019
  • Generated reports to assess performance and make adjustments.
  • Managed schedules, accepted time off requests, and found coverage for shifts.
  • Positioned skilled staff in key areas throughout the shift to optimize department productivity.
  • Enhanced operations and boosted efficiency through employee training, coaching, creating work schedules, and assignments.
  • Developed and implemented strategies to enhance team performance, improve processes, and increase efficiency.
  • Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
  • Upheld company standards and compliance requirements for operations and cleanliness of all areas.
  • Documented receipts, employee hours, and inventory movements.
  • Drove team success by completing assigned tasks quickly and accurately.
  • Kept activities moving smoothly by coordinating schedules and personnel.
  • Remained mindful of workplace safety, according to predetermined specifications.
  • Identified unacceptable work or materials and independently corrected problems to keep operations on-target.
  • Upheld high standards of productivity and quality in all areas of operations.
  • Greeted customers, took orders, and provided friendly customer service.
  • Cleaned and maintained the restaurant area including tables, floors, counters and equipment.
  • Operated cash register accurately and efficiently while providing excellent customer service.
  • Performed opening, closing duties such as setting up, breaking down workstations.

Education

High School Diploma -

Blanchester High School
Blanchester, OH
05.2014

Some College (No Degree) - Pre - Health Professions

University of Cincinnati Blue Ash College
Cincinnati, OH

Skills

  • Strong leadership skills
  • Analytical abilities
  • Meticulous attention to detail
  • Document Scanning
  • Excellent customer service skills
  • Willingness to learn
  • Receives constructive criticism well
  • Thrives in goal/production based environments
  • Persuasion strategies
  • Scripted conversations
  • Call center background
  • Team-oriented
  • Microsoft Office experience
  • Exceptional verbal/written communication
  • Payment acceptance
  • Records maintenance
  • Data Entry
  • Paperwork Processing
  • Adaptive team player
  • Document Preparation

References

References available upon request.

Timeline

Sr Business Service Specialist

Dealertrack
04.2022 - Current

Collections Specialist

General Electric Credit Union
03.2021 - 04.2022

Collections Specialist, Unemployment Representative

Schuerger Law Group
08.2019 - 03.2021

Dental Assistant, Front Desk

Baxter Dental Care
05.2019 - 08.2019

Crew Person, Crew Trainer, Shift Manager

McDonald’s
02.2014 - 05.2019

High School Diploma -

Blanchester High School

Some College (No Degree) - Pre - Health Professions

University of Cincinnati Blue Ash College

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