KAYLA CONLEY

· Provided superb customer service on incoming calls and resolved customer issues with excellence.

· Placed outbound calls to collect premiums, communicate with providers and close gaps.

· Advanced utilization of Microsoft Excel, Word and Outlook.

· Effectively uses programs such as ICUE, GPS, MARX, Macro, VIEW, DOC360 to assist members.

· Managed multiple timelines to ensure timely referrals.

· Communicated daily with all stakeholder to effectively collaborate efforts towards resolution.

· Maintained impeccable security of financial and personal information.

· Constructed daily reports for my team to display accurate metric results.

· Assisted the supervisor with facilitating quality call audits for our team.

· Actively participates in new projects within the Member Resolution Team to assist with business demands such as claims, cancellations and PCP changes.

· Submits feedback within Knowledge Central when job aids are not clear or need updates.

· Consistently provides support to my peers within Teams and answers questions as needed.

• Efficient in all CDK processes.
• Processed BOL's, Payoffs, Retail deals in compliance with company guidelines to execute a smooth close out at end of month.
• Works with team to resolve outstanding bank related issues.
• Communicates directly with dealership management to correct paysheets for staff.

• Drives performance around customer experience, credit and jcp.com sales.
• Developed routine coaching of cashiers and new training focused on credit performance. Results were improved to making the stores credit goal in over 1+ years.
• Owns developmental training and growth of 30+ cashiers.
• Partners with SIJCP and Salon on training needs on credit and jcp.com sales.
• Coordinates with cashiers to reduce shrink.

• Drives the development of associates by coaching in the moment to ensure productivity and performance.
• Builds proper staffing and scheduling to support critical business hours to maximize sales and service.
• Utilizes time management skills to ensure all associates are working to highest productivity.
• Owns all Human Resources processes and functions-Recruitment, Staffing and Payroll.
• Ensures training for new and existing associates is executed. Keeping in mind high potential associates for career growth.
• Oversees all Cash Office Functions and processes.
• Creates an energetic and positive environment for all associates. Plans Team building exercises and events to boost morale.

• Led associates on driving customer experience, FINDMORE and credit goals.
• Partnered with each team member to maximize higher sales to meet YTD sales.
• Delivered awareness on goals and upcoming events.
• Ensured departments were prepared for each event through proper staffing/training.

• Top producer in credit and customer service performance.
• District employee of the Month for high ranking in customer surveys.
• Pioneered LOD Program for associate development.

• Taking hold and performing all types of office work, from taking phone business calls, orders, scheduling, shipping & receiving, etc.
• Setup and took care of all Accounts Payables and all Accounts Receivables.
• Work extensively in Microsoft Office - Word & Excel.