Desired Job Title
Customer Care RepresentativeRecruitment AssociateCall Center RepresentativeWork Type
Full TimeLocation Preference
RemoteOn-SiteLocation: Middleton, FL, US
Open to relocation: No
Open To Work
Kelly Penrod Dail
Middleton,FL
Work Preference
Summary
Professional banking specialist with comprehensive understanding of financial products and customer service excellence. Proven ability to assess client needs and offer personalized financial solutions. Valued team collaborator who adapts to changing priorities and consistently achieves results. Skilled in financial advising and client relationship management.
Overview
27
27
years of professional experience
Work History
Personal Banker
Citizens First Bank
The Villages, FL
06.2024 - 2026
- Assisted clients with account inquiries and transactions, enhancing customer service experience.
- Developed personalized banking solutions for clients, driving satisfaction and retention rates.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
Customer Care Representative
Citizens First Bank, Operation Center
The Villages, FL
05.2020 - 03.2024
- Assisted customers with account inquiries and transaction issues, ensuring prompt resolution.
- Provided support in navigating online banking systems, enhancing user experience.
- Resolved conflicts by employing strong problem-solving skills and active listening techniques.
- Contributed to team training sessions, improving overall service delivery standards.
- Identified opportunities for process improvements based on customer feedback and operational challenges.
- Managed high call volume with exceptional professionalism and efficiency. Managed high call volumes as high as 70 calls
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Recruitment Associate
Compass Research, Bioclinic Research, Auarian, Accelerated Enrollment Solutions
The Villages, FL
03.2017 - 02.2020
- Top producer sourcing and screening candidates for clinical research positions.
- Coordinated interview schedules and communicated with candidates throughout recruitment process.
- Developed individualized recruitment events to enhance employer brand and attract specific talent.
- Implemented innovative recruitment strategies which led to reduced time-to-fill.
- Developed strong relationships with participants, ensuring a positive experience and promoting long-term connections within the industry.
- Managed end-to-end recruitment processes for multiple clinical trials simultaneously, ensuring all stakeholders were kept informed of progress and timelines.
Certified Medical Assistant, Orthopedics
The Village Health, Specialty Care
The Villages, FL
07.2015 - 03.2017
- Assisted in patient intake by collecting medical histories and recording vital signs.
- Managed appointment scheduling, ensuring optimal patient flow and minimizing wait times.
- Implemented electronic health record updates, ensuring accuracy of patient information.
Certified Medical Assistant
Florida Musculoskeletal Institute
The Villages, FL
05.2014 - 07.2015
- Assisted in patient intake and documentation processes, ensuring accuracy and efficiency in data entry.
- Supported clinical staff by preparing examination rooms and sterilizing medical instruments.
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Reduced wait times for patients by maintaining an organized schedule and swiftly preparing examination rooms.
Certified Medical Assistant Podiatry X-ray
Tri County Podiatry
The Villages, FL
08.2013 - 05.2014
- Supported patient intake processes by verifying insurance information and updating medical records.
- Assisted in preparing examination rooms, ensuring cleanliness and readiness for patient visits.
- Educated patients on post-treatment care, improving compliance with treatment plans.
- Obtained client medical history, medication information, symptoms, and allergies.
- Completed patient x-rays and other tests based on patient presentation in office.
Independent Contractor
CNA, Alzheimer Care
The Villages, FL
12.2011 - 08.2013
- Provided compassionate care and support to individuals with Alzheimer's disease.
- Assisted in daily living activities, ensuring comfort and safety for clients.
Selling Branch Manager
Fast Track Staffing
Wildwood, FL
08.2010 - 04.2011
- Led branch operations, ensuring compliance with company policies and industry regulations.
- Managed team performance through regular coaching and feedback sessions.
- Streamlined staffing processes to enhance recruitment efficiency and candidate quality.
- Developed strategic partnerships with local businesses to expand service offerings.
Enumerator/Assistant Crew Leader
US Census Bureau, Department of Revenue
Richmond, VA
01.2010 - 01.2010
- Collected and recorded demographic data accurately during census operations.
- Conducted surveys to verify population information in assigned areas.
- Engaged with residents to explain census purpose and importance effectively.
- Managed time effectively while working independently, prioritizing tasks to meet project deadlines consistently.
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
- Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Recruiter
General Electric-Hitachi (Nuclear)
Castle Hayne, NC
01.2007 - 01.2009
- Coordinated recruitment processes to attract top talent in nuclear engineering and technology sectors.
- Collaborated with hiring managers to define job requirements and candidate profiles effectively.
- Conducted phone screenings and interviews, assessing candidates' qualifications for technical roles.
- Provided exceptional customer service to both candidates and clients, fostering long-term partnerships.
- Partnered with HR teams to determine workforce planning needs, aligning recruitment efforts with business objectives.
Owner/Operator
Weight Loss Forever
Greenville, NC
01.2005 - 01.2007
- Developed personalized weight loss plans for clients to enhance their journey and outcomes.
- Managed daily operations, ensuring efficient service delivery and client satisfaction.
Recruiter Internal Audit System Administrator Assistant to VP, Internal Audit
VF Corporation
Greensboro, NC
01.2002 - 01.2005
- Developed and implemented targeted recruitment strategies to attract top talent for diverse roles.
- Cultivated relationships with hiring managers to understand staffing needs and align candidate profiles accordingly.
- Assisted in organizing recruitment events, fostering connections between candidates and hiring teams.
- Participated in continuous improvement initiatives to enhance the overall recruitment experience for candidates and stakeholders.
- Organized job fair events that attracted diverse talent pools, increasing the company''s reach within local communities.
- Tailored recruitment strategies to meet specific needs of various departments, enhancing fit and satisfaction.
Southeast Regional Recruiting Director
Renaissance Worldwide, Inc.
Greensboro, NC
01.1997 - 01.2002
- Led cross-functional teams to drive strategic initiatives and optimize operational efficiency.
- Developed and implemented comprehensive project plans aligning with organizational goals and objectives.
- Streamlined processes to improve productivity, reducing turnaround times on key deliverables.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Developed and implemented innovative solutions to improve client satisfaction and retention.
Education
Bachelor of Science - Management Psychology
Averett College
Danville, VASkills
- Team Development
- Strategic Thinker
- Presentation Skills
- Microsoft Office
- Relationship building
- Customer satisfaction
Timeline
Personal Banker
Citizens First Bank
06.2024 - 2026
Customer Care Representative
Citizens First Bank, Operation Center
05.2020 - 03.2024
Recruitment Associate
Compass Research, Bioclinic Research, Auarian, Accelerated Enrollment Solutions
03.2017 - 02.2020
Certified Medical Assistant, Orthopedics
The Village Health, Specialty Care
07.2015 - 03.2017
Certified Medical Assistant
Florida Musculoskeletal Institute
05.2014 - 07.2015
Certified Medical Assistant Podiatry X-ray
Tri County Podiatry
08.2013 - 05.2014
Independent Contractor
CNA, Alzheimer Care
12.2011 - 08.2013
Selling Branch Manager
Fast Track Staffing
08.2010 - 04.2011
Enumerator/Assistant Crew Leader
US Census Bureau, Department of Revenue
01.2010 - 01.2010
Recruiter
General Electric-Hitachi (Nuclear)
01.2007 - 01.2009
Owner/Operator
Weight Loss Forever
01.2005 - 01.2007
Recruiter Internal Audit System Administrator Assistant to VP, Internal Audit
VF Corporation
01.2002 - 01.2005
Southeast Regional Recruiting Director
Renaissance Worldwide, Inc.
01.1997 - 01.2002
Bachelor of Science - Management Psychology
Averett College
Professional Highlights
- Customer Service
- Provide exceptional Customer Service in person as well as on the telephone
- Develop innovative ways to exceed customers’ expectations
- Recruiting – Call Center
- Skilled Recruiter with experience in Subject Recruitment for Clinical Medical Trials, Internal Auditors, CPA’s, Nuclear Engineers, Project Managers as well as General Labor
- High call volume, able to manage multiple phone lines
- Very successful with referral generation and lead development
- Strong interviewer skills, ability to match candidates to clients specific needs
- Administration
- Delivered Training and Skills Development to 5 Regional Locations
- Executive Administrative Assistant to VP of Internal Audit, Fortune 500 Company
- Administrative and Staffing for CEO, Nuclear division, Fortune 100 Company
- Research and Clinical
- Triage Patients for Orthopedic Surgeon
- Apply and Remove Casts, Suture and Staple Removal
- Manage Complicated Clinical Trials for Large Pharmaceutical Companies for Trials in the Areas of Alzheimer’s, Atopic Dermatitis, OA of Major Joints, Hot Flashes and Many Other Indications
- Knowledgeable of multiple EMR systems