Kendra Blackwell
Raleigh,NC
Summary
Skilled Specialist with expertise in project management, problem-solving and team leadership. Strengths lie in ability to efficiently manage multiple tasks, develop strategic plans and ensure successful execution of operational goals. Previous experience led to significant improvement in workflow processes and overall performance efficiencies. Demonstrated skills include adaptability, negotiation and strong communication abilities.
Overview
9
9
years of professional experience
Work History
Repayment Specialist
North Carolina Education Assistance Authority
Raleigh, NC
07.2023 - 04.2024
- Analyzed customer needs and recommended appropriate products or services.
- Provided technical support for customers in resolving complex issues.
- Maintained accurate records of customer interactions and feedback.
- Performed quality assurance testing on newly developed software applications.
- Conducted regular meetings with staff to review progress and address any concerns.
- Participated in ongoing training and compliance activities.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
Branch Coordinator
WillScot
Durham, NC
10.2022 - 02.2023
- Analyzed data from various sources to identify trends in customer behavior.
- Maintained records of inventory, sales, customers, and other relevant data.
- Created detailed reports on customer feedback and satisfaction levels.
- Established contacts with local businesses or organizations to increase market presence.
- Performed periodic audits of internal processes to detect non-compliance issues promptly.
- Analyzed financial reports and identified areas of improvement in operational efficiency.
- Ensured compliance with company policies, procedures, and regulations.
- Provided support in resolving customer issues related to products or services offered by the branch.
- Facilitated communication between regional offices and local branches regarding business strategies.
- Managed relationships with vendors and suppliers to facilitate timely delivery of goods or services.
- Coordinated branch operations to ensure efficient customer service.
Loan Specialist
Wells Fargo
Raleigh, NC
03.2020 - 02.2022
- Compiled reports detailing approved or denied loan applications as well as delinquency status.
- Prepared detailed documentation for each loan transaction including closing documents.
- Negotiated terms of repayment schedules with delinquent borrowers in order to bring accounts up-to-date.
- Assisted customers in understanding the terms of their loan agreements and answered any questions they had about them.
- Maintained accurate records of all customer interactions related to loan processing activities.
- Participated in regular training sessions on new products, services, policies, procedures.
- Processed loan modifications when requested by customers or required by lenders.
- Worked closely with underwriters during the application review process.
- Collected payments from borrowers on past due accounts and worked out payment plans when needed.
- Reviewed loan applications and credit information to determine potential customers' eligibility for loans.
- Performed periodic audits of existing customer accounts to ensure accuracy of information maintained.
- Ensured that all loan processing activities were in compliance with relevant laws and regulations.
Account Resolution Specialist
Wells Fargo
Raleigh, NC
09.2017 - 03.2019
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Established contact with clients regarding payment arrangements or past due accounts.
- Developed rapport with customers to ensure satisfaction with resolution process.
- Processed payments from customers for outstanding accounts receivable balances.
- Provided superior customer service through effective communication skills.
- Negotiated payment plans with customers to satisfy delinquent accounts.
- Maintained accurate records of all customer interactions and updated the database accordingly.
- Assisted in the development of collection strategies for overdue accounts.
- Reviewed client documentation for accuracy and completeness before processing payments.
- Analyzed financial data to accurately assess risk associated with collections activities.
- Utilized various computer applications such as Microsoft Office Suite, accounting software.
- Conducted skip tracing activities when necessary to locate delinquent customers.
- Monitored accounts to identify any additional delinquencies or changes in status.
- Ensured compliance with all applicable laws and regulations pertaining to debt collection practices.
Customer Account Specialist
PNC Bank
Brecksville, OH
05.2015 - 07.2017
- Maintained up-to-date records of customer interactions, transactions and changes in account status.
- Performed data entry into multiple software systems with high degree of accuracy.
- Verified account details by contacting customers directly via telephone or email.
- Adhered to company policies when handling confidential client information.
- Maintained accurate records of customer accounts using CRM software.
- Participated in training sessions to stay abreast of new product developments.
- Investigated customer inquiries and disputes promptly and accurately.
- Processed account applications, credit memos, invoices, payments and other related documents.
- Trained new employees on account management processes and procedures.
- Resolved customer issues in a timely manner while maintaining excellent customer relationships.
- Monitored daily workflow to ensure that all tasks were completed on time.
- Provided exceptional customer service to customers with inquiries, complaints and requests.
- Delivered exceptional end-to-order service by providing cohesive customer experience.
Education
MBA - Business Management
ECPI University
Virginia Beach, VASkills
- Customer Relations
- Root Cause Analysis
- Maintenance and repair
- Resource Allocation
- Supply Management
- Emergency Response
- Quality Assurance
- Expert in Microsoft Office
- Expert in Excel
- Business Development
- Goal Setting
- Time Management
- Analytical Skills
- Problem-solving aptitude
- Written Communication
- Attention to Detail
- Excellent Communication
Timeline
Repayment Specialist
North Carolina Education Assistance Authority
07.2023 - 04.2024
Branch Coordinator
WillScot
10.2022 - 02.2023
Loan Specialist
Wells Fargo
03.2020 - 02.2022
Account Resolution Specialist
Wells Fargo
09.2017 - 03.2019
Customer Account Specialist
PNC Bank
05.2015 - 07.2017
MBA - Business Management
ECPI University