Kelly Winters
Newfane,NY
Summary
Seasoned Customer Relations advocate with 14 years of experience in client-focused roles, adept in conflict resolution and providing post-cruise support. Excels in autonomous account management, ensuring compliance and seamless coordination. Pursuing a Customer Relations Representative position to leverage extensive service expertise and strong problem-solving skills.
Overview
17
17
years of professional experience
Work History
Direct Support Professional
PPL
Lockport, NY
09.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Leave of Absence Coordinator
Sedgwick
Remote
10.2022 - Current
- Evaluate Family and Medical Leave Act (FMLA) documentation to assess and render decisions on eligibility for leave.
- Administer Personal Leave of Absence requests ensuring compliance with organizational policies and legal requirements.
- Coordinate Jury Duty and Military Leave cases, providing seamless support for employees fulfilling civic or military obligations.
Account Manager
ALS Resolution
Charlotte, NC
09.2019 - 10.2022
- Developed a cohesive team dynamic, enhancing overall performance through effective leadership and knowledge sharing.
- Provided prompt and efficient resolution to customer and professional inquiries across phone, email, and chat, ensuring a high-quality service experience.
- Demonstrated exceptional problem-solving abilities and strong communication skills in a fast-paced environment, effectively handling multiple tasks simultaneously.
- Managed account-related tasks with a focus on organization, including document handling, coordinating repossessions, and conducting skip tracing, while maintaining financial and time management efficiency.
- Conducted thorough investigations to locate individuals using advanced skip tracing techniques.
Utility Clerk
Wells Fargo
Charlotte, NC
04.2019 - 08.2019
- Delivered high-quality clerical support by ensuring accurate and timely data entry, document review, scanning, and validation, contributing to the efficiency of operational processes.
- Enhanced workflow efficiency by identifying and addressing issues, leveraging proficiency with multi-screen computer setups and multiline phone systems.
- Provided reliable support in departmental projects and strategic initiatives, fostering positive interactions and aligning with organizational objectives.
Account Resolution Specialist
Wells Fargo
Charlotte, NC
06.2018 - 03.2019
- Maintained meticulous attention to detail while collaborating with team members to achieve shared objectives, consistently delivering high-quality customer service and communications.
- Monitored and reported on the daily progress of financial accounts, ensuring performance metrics were met or surpassed through effective data analysis and reporting.
- Managed account resolutions under high-pressure situations, fostering positive client relationships and negotiating debt repayment plans through adept use of interpersonal skills.
Customer Service Specialist/Collector
Wells Fargo
Charlotte, NC
11.2009 - 11.2017
- Maintained strict adherence to safety policies and procedures, ensuring a compliant and secure work environment.
- Managed financial accounts with precision, utilizing various computer programs to maintain accurate records and filing systems.
- Addressed customer needs and resolved unique account issues, providing support and negotiating credit extensions and debt repayment plans.
- Demonstrated exceptional time management abilities by prioritizing tasks, meeting deadlines, and completing all required activities promptly.
Customer Service Specialist/Collector
NCO Financial Systems
Charlotte, NC
07.2009 - 10.2009
- Evaluated and managed customer accounts, ensuring accurate processing of payments and adherence to compliance guidelines while demonstrating strong problem-solving abilities.
- Maintained effective written and verbal communication, fostering a collaborative environment and exemplifying a commitment to positive customer interactions.
Education
Associate of Applied Science - Surgical Technology, Surgical Technology
Niagara County Community College
Sanborn, NY01.1987
High School Diploma - undefined
Newfane Central High School
Newfane, NY01.1986
Skills
- Strong Analytical and Problem-Solving Skills
- Excellent Verbal and Written Communication Skills (10 Years)
- Ability to Act With Integrity, Professionalism, and Confidentiality
- Excellent Interpersonal, Negotiation, and Conflict Resolution Skills (10 Years)
- Data Management, Document Analysis, Strong Organizational Skills (5 Years)
- Focused to Maintain Strict Confidentiality, Legal Compliance and Discretion
- Ability Multitask and Stay Highly Organized With Great Attention to Detail
- Live Chat (2 Years)
- Account Management (10 Years)
- Data Entry (10 Years)
- Clerical Experience (10 Years)
- Front Desk (2 Years)
- Typing (10 Years)
- Customer Service (10 Years)
- Medical Terminology (10 Years)
- Live Chat (1 Year)
- HIPAA (10 Years)
- Windows (10 Years)
- Operating Systems (10 Years)
- Microsoft Outlook (5 Years)
- Zendesk (1 Year)
- Search Engines
- English
- Help Desk
- Google Docs
- Vital Signs
- Technical Support
- Negotiation
- Leadership
- Personal Assistant Experience
- Verbal Communication
- Written Communication
- Customer Service
- Research
- Project Management
Timeline
Direct Support Professional
PPL
09.2025 - Current
Leave of Absence Coordinator
Sedgwick
10.2022 - Current
Account Manager
ALS Resolution
09.2019 - 10.2022
Utility Clerk
Wells Fargo
04.2019 - 08.2019
Account Resolution Specialist
Wells Fargo
06.2018 - 03.2019
Customer Service Specialist/Collector
Wells Fargo
11.2009 - 11.2017
Customer Service Specialist/Collector
NCO Financial Systems
07.2009 - 10.2009
Associate of Applied Science - Surgical Technology, Surgical Technology
Niagara County Community College
High School Diploma - undefined
Newfane Central High School