Kelly Trammell
Gloucester,VA
Summary
Talented Project Coordinator focused on promoting team adaptability and cohesion. Meticulous attention to detail and successful track record of accomplishing projects on time and within budget constraints. Knowledgeable about planning and executing [Type] projects. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Results-oriented Collections with years of expertise in leading high-performing teams and developing scalable processes facilitating accurate billing and collections processes. Focused on eliminating issues contributing to account delinquency and streamlining collections best practices. Excited to bring history of innovation and relationship-building skills to growing organization.
Overview
18
18
years of professional experience
Work History
Project Coordinator/Dispatcher/Scheduling Coordinator
Miller's Serces
06.2018 - Current
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed debit and credit card and electronic check payments.
- Educated customers on company systems, form completion, and access to services.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Managed timely and effective replacement of damaged or missing products.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
- Maintained database and spreadsheets with accurate inventory and status.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Created job files for each project and maintained current data in each file.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Collected on delinquent accounts to reduce overdue balances.
- Identified and contacted customers with overdue accounts to address payment status.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Documented customer payment interactions and account statuses for future reference.
- Maintained consistently high success rate of collecting on overdue accounts.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Collaborated with other departments to verify customer compliance with payment plans.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
- Entered client details and notes into system for interdepartmental access and review.
- Worked with customer to create debt repayment plan based on current financial condition.
- Researched billing errors and discrepancies to initiate corrective action.
- Established relationships with customers to encourage payment of delinquent accounts.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
Substitute Teacher, K-12
Gloucester County Public Schools
01.2016 - 06.2018
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Supervised lunchroom and recess activities.
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
- Provided instruction for students in core subject areas.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Assigned, explained and graded homework.
- Adapted lesson plans and student activities to meet needs of students with special learning needs.
- Monitored student progress and provided feedback to students, parents and school administrators.
- Incorporated technology into learning to enhance student engagement and learning.
- Developed and implemented engaging lesson plans to accommodate varied student learning styles.
- Collaborated with colleagues to develop innovative approaches to teaching.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Implemented classroom management techniques to maintain positive learning environment.
- Monitored student behavior and administered discipline as needed.
- Monitored student performance and provided feedback to inform instruction.
- Adapted teaching methods and instructional materials to meet students' varying needs and interests.
- Developed creative instructional strategies to keep students engaged and motivated.
- Collaborated with other educators to plan and review instruction.
- Utilized variety of instructional strategies to meet individual student needs.
- Operated computers or audio-visual aids to supplement presentations.
- Assisted students in mastering subject material and preparing for tests.
- Distributed textbooks, workbooks, papers and pencils to students.
- Counseled students with adjustment or academic problems.
- Developed and implemented behavior management plans for students with challenging behavior.
- Attended professional meetings, educational conferences or teacher training workshops to improve professional competence.
- Developed lesson plans to align with grade-level standards and objectives.
- Researched and selected age-appropriate materials and resources for classroom instruction.
- Conferred with parents or guardians, other teachers, counselors and administrators to resolve students' behavioral and academic problems.
- Prepared objectives and outlines for courses of study by following curriculum guidelines or requirements of states and schools.
- Documented student progress and provided regular updates to parents.
Waitress
Ann's Family Diner
06.2009 - 04.2017
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Used cash registers and credit card machines to cash out customers.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Bussed and reset tables to keep dining room and work areas clean.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Trained new waitstaff on proper food handling, customer service and safety procedures.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Bussed tables during busy periods to assist staff and quickly turn over tables.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Collaborated with kitchen staff to correctly update customers on unavailable dishes and wait times.
- Provided recommendations on menu items and upsold food and drinks to increase sales.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
- Informed customers about daily and seasonal specials.
- Trained new servers on restaurant policies and procedures.
- Upsold appetizers, drinks and desserts to increase restaurant profits.
- Met with chef to review daily specials and menu changes.
- Checked customers' IDs to verify age in compliance with minimum age requirements for consumption of alcoholic beverages.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Answered customers' questions, recommended items, and recorded order information.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Processed orders and sent to kitchen employees for preparation.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Inspected dishes and utensils for cleanliness.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Increased sales significantly by upselling higher-end products to customers.
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Maintained high level of efficiency in fast-paced work environment.
- Greeted customers with friendly demeanor to enhance positive guest experience.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
Teller/Loan Processor
Sonabank FKA EVB
11.2005 - 06.2010
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Prepared documents for underwriting by verifying client income, credit reports, and other information.
- Set up and completed loan submission packages.
- Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
Education
Associate of Applied Science - Human Services
Kaplan Career Institute - Charlestown
Florida City, FL12.2014
Skills
- Cost Management
- Forecasting
- Regulatory Compliance
- Resource Management
- Customer Management
- Flexible and Adaptable
- Attention to Detail
- Multiple Priorities Management
- Cultural Sensitivity
- Time Management
- Strategic Planning
- Vendor Management
- Project Lifecycle
- Good Judgment
- Relationship Building
- Task Delegation
- Deadline Adherence
- Spreadsheet Tracking
- Conflict Resolution
- Project Coordination
- Report Generation
- Appointment Scheduling
- Information Security
- Call Management
- Account Updating
Timeline
Project Coordinator/Dispatcher/Scheduling Coordinator
Miller's Serces
06.2018 - Current
Substitute Teacher, K-12
Gloucester County Public Schools
01.2016 - 06.2018
Waitress
Ann's Family Diner
06.2009 - 04.2017
Teller/Loan Processor
Sonabank FKA EVB
11.2005 - 06.2010
Associate of Applied Science - Human Services
Kaplan Career Institute - Charlestown
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