Kanasha Knudsen

• Coordinated logistics for large-scale operations projects, ensuring timely procurement of resources and smooth transitions between phases.
• Improved customer satisfaction by addressing concerns promptly and implementing feedback-driven improvements.
• Streamlined operational processes by identifying inefficiencies and implementing effective solutions.
• Enhanced communication between departments to facilitate seamless project handovers and minimize delays.

• Helped formulate strategies for new projects, initiatives, and objectives through calibration with manager and other key stakeholders.
• Distributed responsibilities and delegated duties according to team expertise weekly.
• Learned a general foundation of the complaints and credit dispute space to ensure and manage the team to the standards set by our regulators.
• Partner with Member Recovery and the CBR group weekly on necessary updates needed in the credit dispute space, ensuring they are done promptly, and communication of updates is provided once completed.

• Allocated tasks on a monthly and weekly basis to leading team members, optimizing growth through their IDPs.
• Monitored team progress towards Payment Solution quarterly function goals and held team members accountable to skills and development items to achieve those results.
• Collaborated and led out with the management leader to implement new chat procedures and policies.
• Organized and prioritized responsibility and additional projects on a daily, weekly, and monthly basis.
• Fostered positive employee relationships through communication, training, and development, coaching daily and weekly.
• Motivated and empowered team members to build customer satisfaction, retention, and growth in the chat function by providing monthly reviews of survey scores and opportunities with team members.

• Certified in the CBS call model, trained on MOS and upskilled Payment Solution associates.
• Assisted in upskilling the Payment Solution production floor to spectrum and walk me.
• Collaborated with Member Recovery Leadership in facilitating Know Your Stuff (6 cohorts) and Level Up sessions for tenured associates (2-3 cohorts).
• Cross trained and certified in 2 departments as a learning and development coach.
• Have engaged, lead, and developed 108 Credit associates, 120 Member Recovery associates, and upskilled 55 associates from various lines of business into Payment Solutions.

• Reviewed 20+ applications per hour for verification of personal information, financial history and current income which exceeded expectations.

Executed financial management functions within army reserves.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.