Kedrin Wilson-McDowell
Austin,Texas
Summary
A qualified, dedicated, and competent individual seeking to contribute to and grow with a dynamic, progressive, and innovative organization. Results-oriented professional with an exemplary track record of success in and regulatory compliance, quality control, train and empower individual's development, and project management. Well- organized; able to effectively manage multiple projects simultaneously. Build very strong relationships with employees and coworkers. Consistently completing projects on time. Able to effectively and efficiently resolve issues and meet and achieve challenging goals and objectives. Works independent and adapts to change with ease.
Knowledgeable Logistic Management with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
29
29
years of professional experience
Work History
Customer Care Executive
PENDULUM 3 GROUP
10.2019 - 08.2024
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
Operations & Logistic Mgr. /Back Office Manager
NETSPEND FINANCIAL CORP.
01.2012 - 01.2020
Sales tracking and tracking trends; motivated teams, drove productivity, managed risk (fraud) division, created & implemented document review department to prevent fraudulent activity on customer/client accounts
- Operations support: meetings and shift scheduling, office supply ordering, fax, scanning & filling / shipping products and correspondence globally. Managed Inventory for entire company.
- Employee maintenance created and implemented quality control verify and process new accounts, data entry, handled special projects recruited new hires, tracked new hire productivity
Trainer II / Senior Sales Supervisor / Quality Control Specialist / Customer Service Agent / Fraud Specialist / Backoffice Operations Manager / Logistics Manager / Customer Service Manager / Executive Administrative Assistant / Operations Manager / HR / Project Management
AT&T WIRELESS
01.1996 - 01.2011
- Developed and facilitated courses for new hire classes consisting of: technical awareness, business and personal development, sales tracking and tracking trends; motivated teams, drove productivity, monitored calls coach / sales reps, managed risk (fraud) division, created & implemented document review department to prevent fraudulent activity on customer/client accounts
- Operations support: meetings and shift scheduling, office supply ordering, fax, scanning & filling
- Employee maintenance created and implemented quality control of sales calls, verify and process new accounts, data entry, handled special projects recruited new hires, tracked new hire productivity
Education
Bachelor of Science - Computer And Information Systems
Cameron University
Lawton, OK05-1984
Skills
- MS WINDOWS
- FREELANCE
- MACINTOSH
- PC
- DEC
- ACCESS
- VISUAL BASIC
- MONARCH
- WRITE FOX PRO
- POWERPOINT
- LOTUS
- MS MAIL
- CAS
- GECO
- VISTA
- MM TURBO
- CODE SOFT
- MS PROJECT
- EXCEL
- PRINTSHOP
- CREATE WEB SITES
- DESKTOP PUBLISHING
- DREAMWEAVER
- JAVA SCRIPT
- ACT
- BUSINESS PLAN WRITING
- HTML
- MS OFFICE
- OFFICE XP
- PHOTO SUITE
- FILE MAKER PRO
- SOFTWARE INSTALLATIONS
- PROFICIENT IN ALL OPERATING SYSTEMS
- MANAGED SOFTWARE MAINTENANCE
- ANALYSIS
- DOWNLOADING INFORMATION
- CROSS CHECKING DATA
- TRACKING TRENDS
- LOGISTIC MANAGEMENT
- FACILITATED SPECIAL PROJECT TRAINING
- AUTOMATING PROCESSES
- PC USER TRAINING
- ANALYSIS OF DATA
- PAYROLL
- WORKDAY
- EPAY
- PEOPLESOFT
Customer service
Team leadership
Staff training and development
Task delegation
Documentation and reporting
Operations management
Customer relationship management (CRM)
Shift scheduling
Schedule preparation
Conflict resolution
Workforce management
Business administration
Budget control
Key performance indicators
Expectation setting
Expense tracking
Salesforce management
Coaching and mentoring
Risk management
Problem resolution
Adaptability and flexibility
Positive attitude
Computer skills
Teamwork and collaboration
Effective communication
Multitasking Abilities
Hiring and training
Training and development
Customer relationship management
Employee coaching and mentoring
MS office
Problem-solving aptitude
Summaryofskills
A qualified, dedicated, and competent individual seeking to contribute to and grow with a dynamic, progressive, and innovative organization. Results-oriented professional with an exemplary track record of success in regulatory compliance, quality control, training and empowering individual development, and project management. Well-organized; able to effectively manage multiple projects simultaneously. Build very strong relationships with employees and coworkers. Consistently completing projects on time. Able to effectively and efficiently resolve issues and meet and achieve challenging goals and objectives. Works independently and adapts to change with ease., Computer Skills, MS Windows, Freelance, Macintosh, PC, E-mail, DEC, Access, Visual Basic, Monarch, Write Fox Pro, PowerPoint, Lotus, MS Mail, CAS, GECO, Vista, MM Turbo, Code Soft, MS Project, Excel (Spreadsheets, Graphs, Pivot Tables), Printshop, Create Web Sites, Desktop Publishing, Dreamweaver, Java Script, ACT, Business Plan Writing, HTML, MS Office, Office XP, Photo Suite, File Maker Pro, Software Installations, Proficient in All Operating Systems, Managed Software Maintenance Special Services, Analysis, Downloading Information and Cross Checking Data, Tracking Trends, Data Entry, Facilitated Special Project Training on Automating Processes through Access and Visual Basic, PC User Training, Analysis of Data, Payroll (Workday, ePay, PeopleSoft)
Timeline
Customer Care Executive
PENDULUM 3 GROUP
10.2019 - 08.2024
Operations & Logistic Mgr. /Back Office Manager
NETSPEND FINANCIAL CORP.
01.2012 - 01.2020
Trainer II / Senior Sales Supervisor / Quality Control Specialist / Customer Service Agent / Fraud Specialist / Backoffice Operations Manager / Logistics Manager / Customer Service Manager / Executive Administrative Assistant / Operations Manager / HR / Project Management
AT&T WIRELESS
01.1996 - 01.2011
Bachelor of Science - Computer And Information Systems
Cameron University
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