Summary
Overview
Work History
Education
Skills
Timeline
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Kelly Stepp

Richboro,Pennsylvania

Summary

Resourceful problem solver with strong computer skills. Knowledgeable and dedicated customer service professional with extensive experience in the collection industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

23
23
years of professional experience

Work History

Property Manager/Collections Specialist

Hampton Preferred Real Estate
09.2019 - Current


  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Processed payments and applied to customer balances.
  • Counseled debtors on payment options and arranged installment agreements.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Monitored accounts for compliance with established payment plans and flagged non-compliances.
  • Handled 100+ outbound and inbound calls daily with goal of collecting owed debt.
  • Handled tenant complaints promptly and appropriately, calling in repairmen and other support services.
  • Maintained original leases and renewal documents in digital and hardcopy format for property management office.
  • Followed up on delinquent tenants and coordinated collection procedures.

Office Manager/Commercial Sales Representative

Evergreen Landscape Management Inc.
04.2005 - 09.2019
  • Maintained relationships with existing customers to optimize service quality, business growth and customer satisfaction.
  • Attended training sessions on sales skills, product knowledge, technical information, as well as company policies and procedures.
  • Presented bids and contracts for potential clients to review during meetings.
  • Provided day-to-day support for over 300 accounts by answering inquiries, checking availability of products and corresponding with customers via email.
  • Aggressively generated new business by prospecting, making follow-up calls to customers and contacting referrals.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Developed standard operating procedures for all administrative employees.
  • Sourced vendors for special project needs and negotiated contracts.
  • Coordinated special projects and managed schedules.
  • Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.

Customer Service Representative/Banking Officer

Philadelphia Federal Credit Union
06.1997 - 01.2003
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
  • Actively worked to build branch credibility and develop relationships to increase community and industry visibility and overall profitability.
  • Counted currency, coins and checks in cash drawer, night depository and ATM.

Education

Associate of Arts - Paralegal Studies

Manor College
Jenkintown, PA

Skills

  • Negotiation and Resolution
  • Customer Advising and Referral
  • Payment Solicitation
  • Persuasive Negotiations
  • Proficient in Excel
  • Proficient in Quickbooks
  • Customer Service Training/certification

Timeline

Property Manager/Collections Specialist

Hampton Preferred Real Estate
09.2019 - Current

Office Manager/Commercial Sales Representative

Evergreen Landscape Management Inc.
04.2005 - 09.2019

Customer Service Representative/Banking Officer

Philadelphia Federal Credit Union
06.1997 - 01.2003

Associate of Arts - Paralegal Studies

Manor College

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Kelly Stepp