Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelsey Finn

Kingsport,TN

Summary

Front End Team Lead with extensive experience in delegating tasks, fostering collaboration, and managing project completion. Skilled in cross-training, budget management, and improving customer satisfaction. Bringing strong performance monitoring, conflict resolution, and team development expertise to drive productivity and team engagement.

Overview

16
16
years of professional experience

Work History

Front End Team Lead

Walmart
02.2015 - 10.2024
  • Effectively delegated tasks among team members based on individual strengths, ensuring a balanced workload and efficient project completion.
  • Fostered an open, collaborative work environment by promoting regular communication between team members and encouraging the sharing of ideas and solutions to common challenges.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Improved safety procedures to create safe working conditions for workers.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Improved marketing to attract new customers and promote business.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Oversaw inventory management, optimizing stock levels, and reducing waste.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
  • Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
  • Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
  • Implemented robust reconciliation processes between bank statements and accounting records, reducing discrepancies significantly over time.
  • Conducted regular audits of existing processes, identifying areas for improvement and recommending corrective actions as necessary.
  • Improved risk mitigation strategies through continuous monitoring of cash transactions, identifying suspicious activities, and escalating concerns promptly.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.

Home Health Supervisor

Cornerstone Home Health Care
08.2012 - 01.2015
  • Improved patient satisfaction by consistently providing high-quality home health care services.
  • Developed and maintained accurate patient records, contributing to effective treatment planning and decisionmaking.
  • Provided comprehensive training to new hires, ensuring a thorough understanding of company policies and procedures.
  • Created individualized professional development plans for each team member, supporting their career growth within the organization.
  • Ensured compliance with all federal and state regulations governing home health services, maintaining an impeccable record during inspections.
  • Established a collaborative work environment, fostering a positive team culture among home health professionals.
  • Promoted patient safety by strictly adhering to infection control protocols in all aspects of care provision.
  • Implemented innovative home care strategies, enhancing patients'' overall quality of life.
  • Proactively addressed any patient or family concerns, demonstrating commitment to exceptional customer service and maintaining a high level of satisfaction.
  • Communicated with patients, ensuring that medical information was kept private.
  • Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
  • Created customized care plans, working with staff and families to assess and meet individual needs.

Collections Agent

Advanced Call Center Technologies LLC
12.2008 - 10.2011
  • Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
  • Processed payments and applied to customer balances.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Negotiated to collect balance in full.
  • Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
  • Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
  • Increased productivity levels through efficient time management and prioritization of daily tasks.
  • Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
  • 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.
  • Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
  • Complied with fair debt practices and regulatory guidelines and kept current with changing regulations.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.
  • Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
  • Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
  • Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
  • Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
  • Promoted a positive work environment by contributing innovative ideas for process improvement within the team.

Education

GED -

Asbury Alternative Education
Johnson City, TN
05-2007

Skills

  • Sales management
  • Multitasking
  • Operations Management
  • Problem-solving aptitude
  • Adaptability
  • Customer Relations
  • Professionalism
  • Time management abilities
  • Employee Training
  • Goals and performance
  • Follow-up skills
  • Prioritization
  • Conflict Resolution

Timeline

Front End Team Lead

Walmart
02.2015 - 10.2024

Home Health Supervisor

Cornerstone Home Health Care
08.2012 - 01.2015

Collections Agent

Advanced Call Center Technologies LLC
12.2008 - 10.2011

GED -

Asbury Alternative Education

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Kelsey Finn