Kelly McDermott
Summary
Experienced Customer Care Specialist skilled in client-facing roles, delivering exceptional front-line service with professionalism and empathy. Proficient in telecommunications and auto finance industries, with strong communication skills and ability to manage high-volume interactions effectively. Known for creating welcoming environments, building strong client relationships, and maintaining smooth day-to-day operations. Dedicated to serving as the initial point of contact, ensuring all guests and customers feel valued and supported.
Overview
7
7
years of professional experience
Work History
Customer Advocacy and Resources Education Specialist
Santander Consumer USA
07.2021 - Current
- Offered tailored support to customers facing financial hardships by assessing their situations and devising personalized assistance plans
- Empowered customers with comprehensive knowledge of their auto loans, fostering informed financial decision-making and promoting transparency
- Assumed additional responsibilities while consistently delivering above-average performance. These included evaluating colleagues' work and providing detailed reports to management
- Effectively negotiated payments with customers from 0-70 days past due, demonstrating strong communication and problem-solving skills
- Volunteered during the COVID-19 pandemic to support the Customer Assistance department, facilitating payment relief for customers impacted by the crisis
- Recognized as Employee of the Month in June 2021 and consistently ranked in the top 25% of the department, reflecting dedication and excellence in my role
Collections Representative
Santander Consumer USA
09.2020 - 07.2021
Customer Service Representative/Loan Advisor
BridgeCrest
07.2019 - 02.2020
- Proficiently processed payments using Western Union Speedpay, ensuring timely and secure transactions
- Cultivated customer understanding by discussing account history, balances, and various processes such as total loss/accident procedures, credit bureau reporting, and title issues
- Assisted customers in navigating changes to their loan terms and agreements
Customer Service Representative (Southwest Gas)
GC Services
10.2018 - 07.2019
- Supported customers in understanding gas utility bills, offering assistance and guidance to ensure clarity and satisfaction
- Managed creation and scheduling of work orders ensuring timely and efficient resolution
- Earned the title of “Top Gun” for the first quarter of 2019, recognized as the most outstanding representative among 5 departments, showcasing exceptional performance and dedication
Temporary Human Resources Administrative Assistant
GC Services
08.2018 - 10.2018
- Guided employee candidates seamlessly through the application and onboarding processes, facilitating tasks such as application submissions, placement testing, enrollment in finger scan clock-ins, and administering mouth swab drug screening
- Assisted with the organization of job fairs, coordinating resources to connect talented candidates with career opportunities
- Provided support to current employees during the yearly benefit enrollment process
Customer Service Representative (Entergy)
GC Services
02.2018 - 08.2018
- Responded to customer's inquiries regarding their energy bills
- Document electricity and gas outages
- Processed and resolved complaints to ensure customer satisfaction
- Generated work orders according to protocol
Education
High School Diploma -
Skyline High School
Mesa, AZ05.2017
Skills
- Adaptable/Flexible
- Communication
- Attention to Detail
- Customer Service
- Excel Skills
- Problem Solver
- Empathy & Compassion
- Negotiation Skills
- Leadership
Timeline
Customer Advocacy and Resources Education Specialist
Santander Consumer USA
07.2021 - Current
Collections Representative
Santander Consumer USA
09.2020 - 07.2021
Customer Service Representative/Loan Advisor
BridgeCrest
07.2019 - 02.2020
Customer Service Representative (Southwest Gas)
GC Services
10.2018 - 07.2019
Temporary Human Resources Administrative Assistant
GC Services
08.2018 - 10.2018
Customer Service Representative (Entergy)
GC Services
02.2018 - 08.2018
High School Diploma -
Skyline High School
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