Kendra Warren
Lancaster
Summary
Highly talented customer service representative, administrative professional, and U.S. Army vet with a background in providing exceptional support and resolving customer inquiries. Extremely accurate and organized, with skills in communication, problem-solving, and maintaining positive and confidential relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service, and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations, with the ability to work with all levels of a corporation. Detail-oriented self-starter with strong oral and written communication, multi-tasking, and time management skills.
Overview
14
14
years of professional experience
Work History
Contact Center Representative (Remote)
Nymeo Federal Credit Union
Frederick
06.2022 - 03.2025
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Updated customer accounts, addresses and contact information within call management databases.
- Prepared and evaluated CRM reports to keep a record of each call, and also to communicate with different departments, and identify problems and areas for improvement.
- Looked out for and recognized signs of financial abuse, and took proper steps to alert compliance and open cases for investigation.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Assisted members with transfers, loan payments, account activity and balances, beneficiaries, Ira's, adding or removing joint members, wire transfers, disputes, providing financial documents, online banking, and much more financial support.
- Participated in weekly team meetings to discuss progress towards goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
Daycare Teacher
Childway Early Learning Center
College Park
08.2017 - 12.2020
- Removed hazards and developed appropriate boundaries and rules to create safe environment for children.
- Assisted with toilet training and diaper changing when necessary.
- Collaborated with colleagues to brainstorm ideas for classroom activities.
- Maintained open and effective communication with parents regarding their children's development and daily activities.
- Supervised children in classroom and playground settings, ensuring their safety and well-being.
- Organized creative and fun activities, enhancing children's physical, emotional and social well-being.
- Clean and disinfect classrooms and toys daily.
Environmental Services Housekeeper/Front Desk Receptionist
Holy Cross Germantown Hospital
Germantown
10.2014 - 08.2017
- Reviewed daily schedules to plan out cleaning routines and gather needed supplies.
- Adhered to all hospital policies regarding security protocol for staff members.
- Cleaned bathrooms, including toilets, sinks, showers, walls and mirrors.
- Emptied trash cans and replaced liners.
- Transported soiled linen to laundry area for washing.
- Responded promptly to requests from nurses or doctors for special cleaning projects.
- Discharged and cleaned patients' rooms in a timely manner to prepare for the next patient.
- Maintained supply inventory for office area, ordering items as needed and stocking shelves.
- Compiled and coded patient information or data in appropriate computer system.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Protected patients by observing strict HIPAA guidelines.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Answered telephones and directed calls to the appropriate medical or administrative staff.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
Aviation Operations Specialist
US Army
Ft. Riley
02.2011 - 04.2012
- Monitored flight plans for accuracy and compliance with applicable regulations.
- Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.
- Responded to emergent situations regarding flight operations or medical issues to quickly identify concerns, provide support and transport personnel and passengers away from critical scenes.
- Maintained records of aircraft maintenance activities and inspections.
- Coordinated with air traffic control, civil engineers, and command posts to support airfield management activities.
- Reviewed documents such as weather forecasts, airspace restrictions, NOTAMS.
- Created and maintained flight and events logs, aircrew flying records and records of incoming and outgoing flights.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to detail.
Education
High School Diploma -
Thomas S Wootton High School
Rockville, MD06-2008
Some College (No Degree) - Aviation Operations SPC Course
US Army
Jackson, SCSkills
- Customer service
- CRM software
- Data entry
- Call management
- Financial transactions
- Communication skills
- Team collaboration
- Attention to detail
- Conflict resolution
- Time management
- Compliance procedures
- Product knowledge
- Sales techniques
- Customer relations
- Call control
Technical Skills
- Microsoft office
- CRM Systems
Timeline
Contact Center Representative (Remote)
Nymeo Federal Credit Union
06.2022 - 03.2025
Daycare Teacher
Childway Early Learning Center
08.2017 - 12.2020
Environmental Services Housekeeper/Front Desk Receptionist
Holy Cross Germantown Hospital
10.2014 - 08.2017
Aviation Operations Specialist
US Army
02.2011 - 04.2012
High School Diploma -
Thomas S Wootton High School
Some College (No Degree) - Aviation Operations SPC Course
US Army
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