Kathryn Debruycker
Saint Paul,MN
Summary
Results-driven executive offering 15+ years of experience in providing exceptional remote administrative support, financial management, and customer service to senior-level executives, teams, and organizations. Proven track record of successfully managing multiple projects, leading teams, and providing exceptional support in fast-paced remote environments.
Results-driven Business Applications Analyst known for exceptional productivity and efficiency in task completion. Specialize in data analysis, process improvement, and system implementation to drive business solutions. Excel in problem-solving, critical thinking, and communication, ensuring seamless integration of technology with business processes.
Overview
6
6
years of professional experience
Work History
Business Applications Analyst
Ettain Group
Minneapolis , MN
01.2019 - 01.2021
- Company Overview: Wells Fargo
- Managed corporate complaints for 500+ wholesale and commercial business banking accounts, ensuring timely resolution and high customer satisfaction in a remote setting
- Utilized technical expertise to resolve 95% of complaints within 24 hours, resulting in a 25% increase in customer satisfaction
- Provided technical support to 200+ users, resolving support requests efficiently and reducing overall support volume by 30%
- Collaborated with cross-functional teams to identify and resolve system issues, implementing process improvements that increased efficiency by 25%
- Developed and maintained complex spreadsheets to track and analyze data, providing insights that informed business decisions
- Created and presented training materials to users, ensuring seamless adoption of new systems and processes
- Wells Fargo
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
- Re-engineered existing computer systems to promote ease-of-use and improve system security.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Oversaw document development across project workstreams to create internal control statements per compliance and regulatory standards.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Offered input for complex documents to support client-ready final versions.
- Proven ability to learn quickly and adapt to new situations.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Developed strong communication and organizational skills through working on group projects.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Versatile professional with strong problem-solving skills and history of adapting to diverse challenges. Applies innovative solutions and technical expertise to deliver exceptional results. Committed to streamlining processes and advancing organizational objectives.
- Organized and detail-oriented with a strong work ethic.
- Identified issues, analyzed information and provided solutions to problems.
- Delivered services to customer locations within specific timeframes.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Analyzed complaint data to identify root causes, trends, issues and regulatory concerns.
- Worked with stakeholders to help create and revise customer complaint monitoring, manage training and enforce policies and procedures.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Tracked, monitored and worked with stakeholders to address issues identified through root cause analysis.
- Assisted with complaint gap analyses and risk assessments.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Managed timely and effective replacement of damaged or missing products.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Investigated and resolved accounting, service and delivery concerns.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Created and maintained detailed database to develop promotional sales.
- Educated customers about billing, payment processing and support policies and procedures.
Professional Collections Representative (Probate)
DCM Services, LLC
Saint Paul, MN
01.2018 - 01.2019
- Successfully managed collections on 1,500+ deceased (probate) credit accounts, achieving a 90% recovery rate while working remotely
- Employed proactive communication strategies to investigate and resolve balances, reducing outstanding balances by 40%
- Resolved 99% of client billing problems within 48 hours, resulting in a 20% increase in client retention
- Collaborated with attorneys, trustees, and executors to resolve complex probate cases, ensuring timely and efficient resolution
- Developed and maintained relationships with key stakeholders, including clients, attorneys, and colleagues
- Maintained high volume of calls and met demands of busy and productive group.
- Handled [Number] outbound and inbound calls daily with goal of collecting owed debt.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Recorded all information regarding financial status of customers.
- Processed payments and contracts on accounts.
- Used skip tracing resources to locate debtors and updated information in company system.
- Negotiated to collect balance in full.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Resolved challenging situations with friendly but firm strategies.
- Trained new team members on scripts, company services, and collection strategies.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Researched accounts and completed due diligence to resolve collection problems.
- Used skip tracing and other techniques to locate debtors.
- Developed and documented collection procedures and policies to comply with government regulations.
- Prepared and submitted legal documents to initiate court proceedings.
- Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
- Investigated customer credit references and approved credit lines.
- Processed debtor payments and updated accounts to reflect new balance.
- Worked with customer to create debt repayment plan based on current financial condition.
- Established relationships with customers to encourage payment of delinquent accounts.
- Entered client details and notes into system for interdepartmental access and review.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Researched billing errors and discrepancies to initiate corrective action.
- Initiated repossession process or service disconnection upon failure of other collection methods.
- Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Generated and distributed monthly customer statements.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Maintained accurate records of customer accounts, payments and payment plans.
- Analyzed customer financial records to determine appropriate payment plan.
Sr Administration Executive
Royal Milc, Inc.
Lakeville , MN
02.2015 - 01.2018
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Kept operations in compliance with [Type] regulations by developing and directing effective internal systems.
- Organized and supervised office event planning and building renovations.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Made minor adjustments and repairs to agricultural equipment.
- Measured, weighed and tracked ingredients used in [Type] laboratory.
- Trained agricultural technicians and farm laborers in new techniques for optimized crop management.
- Documented findings and results from [Type] research with robust reports incorporating both text and visual data representations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Verified deliveries and resolved discrepancies between order and shipment.
- Arranged for payment and maintained records of bids, orders and financial transactions.
- Reduced inventory costs and increased inventory turnover rates by implementing [Type] system.
- Worked with over [Number] domestic and international suppliers to obtain [Type] and [Type] materials.
- Collaborated with suppliers and internal stakeholders to accomplish and outperform objectives.
- Identified, researched and assessed quality of potential vendors.
- Negotiated and finalized contracts with optimized pricing structures and delivery timetables.
- Assembled specifications to obtain competitive bids for [Type] commodities and services.
- Worked with [Type] vendors to avoid potential problems with orders and deliveries.
- Oversaw total cost of ownership reduction strategies.
- Evaluated proposals from up to [Number] vendors to determine most favorable option.
- Applied demand-driven material resource planning strategies throughout supply chain network.
- Reviewed proposals and contracts for compliance with specifications.
- Negotiated pricing and terms with vendors to secure best value for company.
- Assessed areas of service concern and developed improvement plans.
- Hired and trained purchasing staff to improve effectiveness of purchasing operations.
- Identified opportunities to reduce lead times and improve inventory management.
- Communicated regularly with suppliers to uphold accountability for quality standards and timely delivery of goods.
- Collaborated with internal stakeholders to create timely and accurate purchase orders.
- Facilitated resolution of vendor disputes and discrepancies.
- Reviewed and approved purchase orders and invoices for accuracy and completeness.
- Generated reports on purchasing activities to support management decisions.
- Created purchasing policies and procedures that complied with company standards and regulatory requirements.
- Tracked contract performance metrics and reported issues or non-compliance with appropriate stakeholders.
- Devised and implemented strategies to optimize purchasing processes and reduce costs.
- Analyzed market and delivery systems to assess present and future materials availability.
- Scrutinized purchasing data to identify areas for improvement and cost savings.
- Completed monthly profit and loss performance reports.
- Established and maintained accurate records of purchases, pricing and payment terms.
- Monitored inventory levels and avoided shortages with timely replenishment of stock.
- Developed and tracked metrics to measure supplier performance and cost savings.
- Researched and evaluated potential suppliers to determine best fits for company needs and to identify cost savings opportunities.
- Reduced costs by streamlining contract bidding and procurement processes to assure best prices for materials and services.
- Cultivated strong relationships with vendors to maintain and improve levels of customer service.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Established administrative work procedures to track staff's daily tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Led, directed, managed and mentored [Number] administrative staff members.
- Liaised between clients and vendors and maintained effective lines of communication.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Assisted coworkers and staff members with special tasks on daily basis.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Performed research to collect and record industry data.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Assigned tasks and directed team of office clerks.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Volunteered to help with special projects of varying degrees of complexity.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Managed filing system, entered data and completed other clerical tasks.
- Managed daily office operations, negotiated contracts, managed vendor relations and acted as primary liaison with outside organizations.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Updated reports, managed accounts, and generated reports for company database.
- Prepared budgets with forecasts and projections.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
Education
Bachelor of Science - Legal Studies
Inver Hills Community College
Inver Grove Heights, MN05-2018
Skills
- Microsoft Office (Excel, Word, PowerPoint, Outlook)
- QuickBooks
- ADP
- Data entry
- Data analysis
- Enterprise resource planning
- Corporate risk assessment and mitigation
- Logistics
- SEO (Search Engine Optimization)
- Customer relationship management (CRM)
- Accounting and financial management
- Human resources and recruitment
- Marketing and communications
- Project management
- Time management and organization
- Leadership and team management
- Training and development
- Process improvement and implementation
- Virtual communication and collaboration
- Process automation
- Organizational leadership
- Human resources management
- Public speaking skills
- Transcription
- Office equipment proficiency
- Client strategy
- Order processing
- Client relations expertise
- Presentation skills
- Office record management
- Meeting coordination
- Meeting planning
- Event coordination
- Document management
- Travel administration
- Scheduling
- Sensitive material handling
- Bookkeeping
- Check processing
- Document retrieval
- Document conversion
- Recordkeeping
- Spreadsheet tracking
- Accounting support
- Customer service
- Administer payroll
- iManage proficiency
- Interpersonal skills
- Vendor relations
- Travel planning
- Human resource laws
- Resource allocation
- Account investigation
- Interpersonal communication
- Professional demeanor
- Data retrieval systems
- Client relations
- Database maintenance
- Organizing and categorizing data
- Database and client management systems
- New business development
- Adaptability and flexibility
- Effective communication
- Accounting skills
- Project planning
- Clerical support
- Team building
- Multitasking and time management
- Report generation
- Procedure development
- Research and analytical skills
- Travel coordination
- Spreadsheet management
- Cleaning and sanitizing
- Payroll and budgeting
- Detailed meeting minutes
- Applicant tracking systems
- Budget management
- Relationship building
- Multi-line phone proficiency
- Inventory management
- Proofreading
- Program files maintenance
- Accounting operations
- Decision-making
- Multitasking capacity
- Insurance eligibility verification
- Problem-solving abilities
- Purchase Ordering
- Database entry
- Writing reports
- Task prioritization
- Event planning
- Workflow management
- Administrative support
- Report analysis
- Meeting arrangements
- Credit and collections
Affiliations
[Insert relevant professional memberships or associations]
Accomplishments
- Consistently exceeded performance goals, resulting in a 25% increase in salary.
- Received multiple awards for outstanding customer service and support.
- Successfully implemented process improvements, resulting in a 30% reduction in support requests.
- Developed and maintained a reputation as a subject matter expert in administrative support and financial management.
Educationandcertifications
[Insert relevant education or certifications]
Professional Highlights
- Successfully managed and resolved corporate complaints for 500+ wholesale and commercial business banking accounts.
- Achieved a 90% recovery rate on 1,500+ deceased (probate) credit accounts.
- Consistently exceeded performance goals, resulting in a 25% increase in salary.
- Developed and maintained relationships with key stakeholders, including clients, attorneys, and colleagues.
Timeline
Business Applications Analyst
Ettain Group
01.2019 - 01.2021
Professional Collections Representative (Probate)
DCM Services, LLC
01.2018 - 01.2019
Sr Administration Executive
Royal Milc, Inc.
02.2015 - 01.2018
Bachelor of Science - Legal Studies
Inver Hills Community College
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