Kedrick Gilstrap
Grand Prairie,TX
Summary
Strategic leader with over ten years of experience in customer operations and team development. Expertise in enhancing customer experience and retention through data-driven strategies and effective coaching. Demonstrated ability to resolve complex issues and rebuild customer trust while aligning operations with business goals.
Overview
18
18
years of professional experience
Work History
Consumer Affairs Director
HomePro Security
Carrollton, TX
05.2019 - 03.2026
- Directed customer escalation channels, resolving high-level complaints and advocating for customers.
- Increased customer retention by 22% through strategic resolution and personalized recovery initiatives.
- Enhanced BBB rating to A+ via accountable response management and resolution processes.
- Reduced complaint resolution time by 35% through streamlined workflows and prioritization strategies.
- Developed internal QA and training systems adopted across teams to improve customer interaction quality.
- Managed brand reputation on Facebook, Yelp, Google, and BBB through timely, professional engagement, fostering customer trust.
- Collaborated with leadership and cross-functional teams to identify root causes, implementing process improvements that enhanced customer satisfaction.
- Liaised between customers and executives, aligning resolutions with company policies to ensure consistent and effective communication.
Team Manager / Trainer
ADT Home Security
Irving, TX
06.2014 - 05.2019
- Developed customer support teams through structured coaching and performance management, enhancing team capabilities and service quality.
- Increased team performance and engagement by implementing targeted training programs and real-time feedback systems.
- Enhanced customer satisfaction scores by 18% through optimized service strategies and coaching initiatives.
- Utilized analytics to refine workflows and allocate resources, contributing to improved operational efficiency.
- Cultivated accountability and collaboration culture while ensuring compliance with company standards, fostering a cohesive team environment.
Manager, Winback Sales
Monitronics Security
Dallas, TX
05.2013 - 06.2014
- Executed winback strategies that boosted customer recovery rates by 20%, creating new revenue opportunities.
- Collaborated across functions to pinpoint business gaps and implement strategic solutions.
- Developed training materials, reporting frameworks, and process documentation to enhance team performance.
- Maintained precise sales tracking systems and customer databases for comprehensive performance analysis.
Medical Billing & Coding Manager
1919 Industries
Dallas, TX
06.2011 - 05.2013
- Directed accounts receivable operations, leading a team of 25 to optimize billing workflows.
- Increased collections efficiency by 15% through streamlined processes and strategic management.
- Ensured compliance by supervising billing accuracy, payment collection, and account reconciliation processes.
Team Manager – Loss Mit/ Inactive Bankruptcy
Chase Home Finance LLC
Irving, TX
06.2008 - 05.2011
- Reduced foreclosure outcomes by 25% through strategic negotiations and homeowner solutions.
- Managed liquidation pipelines, optimizing processes for short sales, deed-in-lieu, and charge-offs.
- Streamlined departmental workflow to enhance efficiency in loss mitigation operations.
- Ensured compliance with company policies and regulatory standards to minimize risk.
Education
MBA - Advanced Business Management
Southeastern University, Washington, D.C.
Washington, DC06-2006
BBA - Business Administration And Management
Southeastern University, Washington, D.C.
Washington, DC06-2004
High School Diploma -
Skyline
Dallas, TX05-2000
Skills
- Customer relationship management
- Complaint resolution
- Strategic planning
- Process improvement
- Training development
- Data analysis
- Market research
Accomplishments
- Top Performer 2025; Raised BBB to A+ Highest in Company History
Timeline
Consumer Affairs Director
HomePro Security
05.2019 - 03.2026
Team Manager / Trainer
ADT Home Security
06.2014 - 05.2019
Manager, Winback Sales
Monitronics Security
05.2013 - 06.2014
Medical Billing & Coding Manager
1919 Industries
06.2011 - 05.2013
Team Manager – Loss Mit/ Inactive Bankruptcy
Chase Home Finance LLC
06.2008 - 05.2011
MBA - Advanced Business Management
Southeastern University, Washington, D.C.
BBA - Business Administration And Management
Southeastern University, Washington, D.C.
High School Diploma -
Skyline