Hi, I’m
Kelly Mcarthur
Concord,NC
Summary
Loyal, tactical team builder and strategic planner with extensive background in account management. Results-oriented, strategic Customer Account Representative III and Assistant Trainer with 14 years experience. Resourceful and well-organized with the ability to use appropriate analysis, judgment and logic when solving problems and making decisions. Hardworking canvasser well-versed in event planning, fundraising and issue promotion. Background includes increasing awareness of social, economic, and environmental issues. Well-versed in helping specific populations garner attention for different concerns. Talented recruiter and team leader with 5 years of related experience.
Overview
18
years of professional experience
Work History
Forward Justice Concord, NC
Contract Community Organizer
04.2022 - Current
Job overview
- Implemented community outreach and engagement plans to reach vulnerable communities.
- Distributed informational pamphlets and legislative contact information.
- Collaborated with community-based organizations and key stakeholders to address community initiatives.
- Tracked data using spreadsheets to record pledges, phone calls and canvassing.
- Performed canvassing activities to drum up support and increase funds.
- Recruited, trained and oversaw organizational volunteers.
- Conducted outreach to local community leaders and progressive organizations and assisted with local and regional on-site events.
- Planned and managed different community meetings, public forums and outreach events.
General Motors Financial Company Inc.Huntersville, NC
Customer Account Representative III/Assistant Trainer
09.2008 - Current
Job overview
- Execute day-to-day collection strategies while actively contributing to center performance objectives
- Demonstrate an understanding of business needs
- Negotiate to find the best outcome and utilize collection tools appropriately to resolve account
- Use probing questions and leverage information obtained to ensure productive collection/skip tracing efforts
- Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions
- Floating experience as a Team Lead for several assignments
- Led a team of 10-12 members on collection practices, skip tracing, and resolving accounts
- Coach and provide constructive feedback to team members
- A previous participant in Leadership Development Initiative and Mentor Program
- Made recommendations to improve training based upon observations and feedback from trainees.
- Worked closely with lead trainers and recruiting department to choose qualified applicants for positions.
- Consulted with training leaders to identify and assess training needs associated with changes in business policies and procedures.
- Accompanied trainees to training site to prepare for classroom training, handing out materials per lead trainer.
- Participated in workshops and seminars as continuous improvement activities for curriculum development and enhancement.
NC Second Chance AllianceCharlotte, NC
Mecklenburg County Organizer
07.2020 - 04.2022
Job overview
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Evaluated program performance against expectations.
- Communicated company philosophies and policies, demonstrated work routines and documented performance.
- Lead all volunteer actions in Mecklenburg County
- Host monthly chapter meetings
- Trained Chapter members and volunteer for phone banking
- Managed over 100 volunteers' phone banking during the 2020 "Unlock our Vote" campaign.
- Consistently met weekly metrics requirements.
- Participated in Criminal Justice Reform panels.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Acosta Sales & MarketingCharlotte, North Carolina
Sales Support Data Entry Specialist & Consolidator
09.2006 - 09.2018
Job overview
- Provided onsite training
- Planned and executed consolidation project for all of the company clients and customers
- Proactively identified and solved complex problems impacting operations management and business direction
- Executed data verification to ensure expedient error detection
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data
- Identified and corrected data entry errors to prevent duplication across systems
- Communicated with coworkers regarding deadlines and project milestones
- Verified and logged deadlines in response to daily inquiries and requests
- Documented data entry completions in corresponding logbooks
Education
Strayer University, Charlotte, NC
Master's in Public Policy & Administration from Public Policy & Administration
2010
University of North Carolina At Charlotte, Charlotte, NC
Bachelor of Arts & Science from Political Science & History
2006
Capella University, Minneapolis, MN
Ph.D. from Human Services, Leadership & Organizational MGT
Skills
- Advanced Microsoft (Excel, Word & Power Point)
- EveryAction/VAN, Hustle, Google Suite Tools
- Advocacy background
- Event coordination
- Training & development
- Volunteer oversight
- Proficient in customer account software
- Customer account management
- Customer records oversight
- Negotiation skills
- Team representative
- Customer satisfaction and retention
- Account inquiry resolution
- Account management understanding
- Leadership skills
Community Investments
Leadership Development Initiative
Events Committee
Employment Resource Group
Communication Committee
Volunteered:
- March of Dimes
- United Way
- Forward Justice
- NC Second Chance Alliance
- American Red Cross
References
1. Shante Burton
General Motors Financial
Customer Account Representative III
704-202-3868
2. Jarvis Johnson
Forward Justice
Criminal Justice & Community Organizer Manager
601-408-4574
3. Omar Onque
Formerly Incarcerated, Convicted People & Families Movement (FICPFM)
National Organizer
704-615-8307
Timeline
Contract Community Organizer
Forward Justice
04.2022 - Current
Mecklenburg County Organizer
NC Second Chance Alliance
07.2020 - 04.2022
Customer Account Representative III/Assistant Trainer
General Motors Financial Company Inc.
09.2008 - Current
Sales Support Data Entry Specialist & Consolidator
Acosta Sales & Marketing
09.2006 - 09.2018
Strayer University
Master's in Public Policy & Administration from Public Policy & Administration
University of North Carolina At Charlotte
Bachelor of Arts & Science from Political Science & History
Capella University
Ph.D. from Human Services, Leadership & Organizational MGT
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