Kassidy Mikita
Chandler,AZ
Summary
Excellent Communicator: Open-minded, strong over the phone customer service, empathy skills to understand others prospective, highly skilled in decision making and critical thinking, surpassing company standards, self-motivated and ready to take initiative to solve problems efficiently, eloquent speaker and effective communicator with passion to succeed.
Personnel Development: Employee of the Month Dec 2019, Employee of the year 2021, Top performer award 2023, 2025. I have been awarded for many of my outstanding achievements throughout the years
I assisted with training new employees and helping leaders out with manager roll tasks, while being the top example for my team.
Overview
7
7
years of professional experience
Work History
Platinum Team Service Department
Santander Consumer USA
12.2019 - Current
- Responsible for working and responding to high-risk accounts including, but not limited to, SCRA, Bankruptcy, Out of County, Legal, Deceased, and various other specialty accounts
- Working to effectively resolve escalated accounts and providing a superior customer experience while managing multiple tasks at once
- Maintains knowledge of all resources and tools available to satisfy customer needs expeditiously and stays up to date on changes to policies and procedures
- Resolving complex issues while providing a once call resolution
- Assists customers who account status requires enhanced service offerings
- Uses active listening and problem solving to reduce complaint volumes and de-escalate calls
Customer Service
Santander Consumer USA
04.2019 - 12.2019
- Educate customer about terms of contract
- Seek to identify the reason for customer inquiry and/or delinquency and assist the customer in resolving the problem permanently
- Maintains current knowledge of regulations, industry trends, and economic conditions that may affect the collections function
- Assist with special projects as requested
Represented Processor
Allstate Insurance
11.2017 - 03.2019
- Make and maintain a connection with the attorney to obtain follow up information for demands on injury claims
- Perform clerical duties, including data entry and medical coding, filing paper documents, email, calendar management and word processing
- Retrieve prints and faxes or emails supporting documentation to vendors or others as directed
- Process, sort, index and route incoming and outgoing communications related to claim operations
- Collect, organize and maintain standard information for files, forms, records and reports
- Receive, screen and route telephone calls and electronic correspondence
- Provide back-up for any support function in the office
- Provide information and assistance of a general nature to leaders and employees
- Complete all necessary forms, log documents into the system, and route them to the appropriate parties
Education
High School Diploma -
Skyline High School
Mesa, AZ05.2017
Skills
- De-escalation Skills
- Effective communication skills
- Microsoft office
- Adaptability
- Problem solving
- Critical thinking
- Time management
Timeline
Platinum Team Service Department
Santander Consumer USA
12.2019 - Current
Customer Service
Santander Consumer USA
04.2019 - 12.2019
Represented Processor
Allstate Insurance
11.2017 - 03.2019
High School Diploma -
Skyline High School