Kelly Johnson
Cincinnati,OH
Summary
Ethical canadite talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 20 years of experience in quickly resolving all issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.
Overview
12
12
years of professional experience
Work History
Workplace Investment Specialist
Fidelity Investments
Covington, KY
08.2020 - Current
- Identified customer needs and helped with individualized financial planning.
- Exuded professional expertise and resourcefulness to gain trust and confidence of clients, vendors, and other professionals.
- Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
Site Payment Assistant
Medpace
Cincinnati, OH
08.2019 - 03.2020
- Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
- Attended departmental meetings, providing feedback to enhance future performance.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Handled all delegated tasks, including invoicing and contract entering and amending.
Customer Care Representative
Humana
Louisville, KY
08.2017 - 07.2019
- Reviewed customer data to assess current issues and determine potential solutions
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up
- Resolved billing and service issues for [Product or Service] customers
- Documented conversations with customers to track requests, problems and solutions
- Assisted 75 customers per day, greeting with upbeat attitude and empathy
- Surpassed 100% quality target by diligently working through scripted response plans and applying personal knowledge base to resolve concerns
Customer Service Specialist
Citi Group
, KY
03.2014 - 06.2017
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Recommended improvements to products and services to mitigate complaints
- Upheld strict quality control policies and procedures during customer interactions
- Resolved customer issues and diffused situations by listening to concerns and developing solutions
- Achieved high sales percentage with consultative, value-focused customer service approach
Property Manager
Wallick Communities
Cincinnati, OH
09.2021 - Current
- Conducted periodic inspections of properties to ensure compliance with safety regulations and tenant requirements.
- Developed and implemented effective leasing strategies to maximize occupancy rates.
- Assessed rental applications, conducted background checks, and approved or denied prospective tenants based on established criteria.
- Managed all maintenance requests from tenants in a timely manner.
- Coordinated with vendors for the procurement of services such as repairs, renovations, landscaping.
- Ensured that all rent payments were collected on time by following up with delinquent tenants.
- Maintained accurate records of financial transactions including rent collections, security deposits, and other income sources.
- Processed evictions when necessary in accordance with state laws and procedures.
- Resolved tenant complaints quickly and effectively while ensuring customer satisfaction.
- Advised owners on potential improvements or investments that could increase the value of their properties.
- Evaluated current staff members' performance levels in order to determine training needs or staffing changes if required.
- Handled resident complaints and expedited maintenance requests.
- Met with prospective tenants to show property and assess applications or sign leases.
- Issued non-payment notices to delinquent tenants in accordance with lease, county and state regulations.
- Exercised direct supervision over property staff.
- Built relationships with service vendors and submitted associated billing statements.
Consumer Loan Specialist
CheckSmart
Phoenix, AZ
06.2012 - 12.2014
- Executed loan origination process, including ordering credit reports, appraisals and preliminary title reports
- Established new customer accounts including checking, savings, lines of credit and loans
- Supplied tellers with coin and currency as needed
- Secured payments by following up with customers which disregarded promise to pay
- Balanced daily cash deposits and vault inventory with zero error rate
Education
Some College (No Degree) - Marketing
Cincinnati State Technical And Community College
Cincinnati, OHBachelor of Arts - Human Resources Management
Indiana Wesleyan University
Marion, INSkills
- Call center experience
- Inbound and outbound calling
- Credit card payment processing
- Office equipment proficiency
- High-energy attitude
- Project management
- Conflict mediation
- Data evaluation
- Payment processing
- Process improvements
- Data entry
- Documentation and reporting
Timeline
Property Manager
Wallick Communities
09.2021 - Current
Workplace Investment Specialist
Fidelity Investments
08.2020 - Current
Site Payment Assistant
Medpace
08.2019 - 03.2020
Customer Care Representative
Humana
08.2017 - 07.2019
Customer Service Specialist
Citi Group
03.2014 - 06.2017
Consumer Loan Specialist
CheckSmart
06.2012 - 12.2014
Some College (No Degree) - Marketing
Cincinnati State Technical And Community College
Bachelor of Arts - Human Resources Management
Indiana Wesleyan University
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