Kelsey Sells

I was promoted to be a TWN/ UC Intermediate for The Work Number.
I assist employers with questions and concerns they have pertaining to verification questions from the lenders, employee's, or just the platform in general. Following up with login assistance and reviewing who has access, their roles, and make sure to use the correct protocol with seeking approving with any requests coming in.

• Performed Intermediate level work to assist external and internal clients with questions/ problems regarding multiple Equifax applications and services.
• Received and responded to telephone and written requests, then investigates and resolves or tracks progress through resolution
• Investigated access, functionality issues, as well as troubleshoots using different production and support applications.
• Tracked issues and provide resolution escalation to the appropriate team within agreed to timeframes.
• 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.
• 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.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Paid attention to detail while completing assignments.
• Organized and detail-oriented with a strong work ethic.
• Managed time efficiently in order to complete all tasks within deadlines.
• Learned and adapted quickly to new technology and software applications.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Developed and maintained courteous and effective working relationships.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Proved successful working within tight deadlines and a fast-paced environment.

I was promoted to WSS working as a Technical Product analyst. I also participated in the Google verification project as well. We were Google's HR.
Approving or Denying their requests.
I also assisted with the UPS roll out in UPS while in my WSS position. Assisting with their photo matching with their onboarding process.

With the Google project I was one of the first candidates to assist in this platform test and was applauded by Google themselves in a virtual meeting with my performance.

With the UPS onboarding project I also was a candidate that was selected in the first time roll out of Equifax doing business with UPS and assisting their employee's with their onboarding process.

• Analyzed product performance data to identify trends and insights for strategic decision-making.
• Collaborated with cross-functional teams to enhance product offerings based on market research findings.
• Evaluated customer feedback to drive enhancements in user experience and satisfaction levels.
• Developed detailed product roadmaps, aligning team efforts towards achieving milestone goals and objectives.
• Increased customer satisfaction with thorough quality assurance testing, addressing and resolving issues promptly.
• Provided valuable insights through regular reporting on key performance indicators, enabling informed decision-making for future product enhancements.

Answering inbound calls, that needed assistance with booking flights, making any adjustments on flight , canceling flights , whatever the passenger needed assistance with.

• Assisted clients in selecting travel packages tailored to preferences and budgets.
• Coordinated travel arrangements including flights, accommodations, and activities.
• Researched destinations to provide accurate and up-to-date information to clients.
• Managed client inquiries via phone, email, and in-person consultations efficiently.
• Utilized booking systems to confirm reservations and track itineraries accurately.
• Developed strong relationships with vendors to enhance service offerings for clients.
• Provided post-trip support by addressing client feedback and resolving issues promptly.
• Stayed informed on travel trends and regulations to advise clients effectively.
• Built strong relationships with clients through exceptional communication and personalized service.
• Worked closely with clients to understand unique needs and meet specific travel desires.
• Organized trips for individual, family and business travelers.
• Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.

Answering inbound calls ranging from 200 to 300 calls in que pertaining to Verification's of Employment and Income and also credentialing the verifiers that had a permissible purpose due to the Fair Credit Reporting Act to retain the information needed in the verification.
I also was assisting with the Tax Credit Incentive Department (TCI) better known as WOTC where I assisted in providing valuable services to businesses, helping them navigate complex tax regulations and capitalize on government incentives, ultimately leading to potential cost savings and financial benefits all while in BSC working with The Work Number.

• Developed and maintained certification tracking systems to ensure compliance with industry standards.
• Analyzed certification processes, identifying areas for improvement and streamlining workflows.
• Facilitated training sessions for employees on new certification protocols and updates.
• Maintained up-to-date knowledge of industry regulations and best practices, ensuring compliance throughout all certification activities.

I was a temp for Equifax through Aerotek. Answering inbound calls pertaining to W2 tax forms in the ESC department. Over 200 calls in que.

• Provided exceptional customer service by addressing inquiries and resolving issues promptly.
• Managed high call volumes efficiently while maintaining quality communication standards.
• Documented customer interactions accurately using CRM systems to enhance record-keeping.
• Collaborated with team members to improve call handling processes and streamline operations.
• Trained new representatives on best practices in customer interaction and system usage.
• Answered inbound customer service calls to assist with questions, concerns or problems.
• Identified trends in customer feedback to recommend improvements in service delivery.
• Conducted follow-up calls to ensure customer satisfaction and foster loyalty.
• Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.

Outbound calls made off an auto dialer , assisting customers with their debt. Taking balance in full payment , partial payments or payment arrangements to clear their medical debt with Mercy hospital .

• Assisted in managing customer accounts to maintain accurate records and ensure timely follow-ups.
• Learned effective communication techniques for negotiating payment plans with clients.
• Supported team efforts in resolving disputes through active listening and problem-solving skills.
• Utilized debt collection software to track interactions and document client responses efficiently.
• Participated in training sessions to enhance knowledge of financial products and services offered by the employer.
• Collected on delinquent accounts to reduce overdue balances.
• Adapted quickly to changing priorities while maintaining focus on achieving departmental goals and objectives.