Kenlly Robinson
Jacksonville,FL
Summary
Results-driven Operations Leader with 8+ years of professional experience, including 3 years of dedicated banking and financial services leadership. Proven track record managing portfolio risk, optimizing workflows, and driving front-line team development. Combines deep expertise in healthcare client advisory and e-commerce logistics support with fluent bilingual (English/Spanish) communication. Strategically positioned to leverage cross-functional governance, performance coaching, and compliance backgrounds to transition into Human Resources, Employee Relations, Audit, and Compliance tracks.
Overview
11
11
years of professional experience
Work History
MEMBER SOLUTIONS SUPERVISOR
VyStar Credit Union
08.2025 - Current
- Supervise and develop a high-output team of 10-15 Member Solutions Representatives; enhanced overall queue efficiency through structured performance coaching and systematic desk audits.
- Spearheaded the ground-up architecture of the new E-Services Department, designing specialized onboarding protocols that successfully transitioned 3 representatives into advanced corporate career tracks (Loan Modification Specialists and Training Administrators).
- Authored and instituted the official E-Services Operational Guidance Manual, standardizing system workflows and ensuring seamless execution across shifts during management absences.
- Formulated and integrated standardized VyChat and Eltropy corporate templates, improving compliance rates, documentation accuracy, and reducing customer friction metrics.
- Audit and manage high-stakes financial operations, including the 218 Validation Report, Check-by-Phone compliance logs, and the 218 Intent to Repossess reporting pipeline.
- Partnered with Quality Assurance to establish baseline contact center KPIs, driving team accountability and maintaining 98%+ alignment with internal and federal regulatory frameworks.
MEMBER SOLUTIONS REPRESENTATIVE II
VyStar Credit Union
06.2025 - 08.2025
- Spearheaded recovery efforts on high-value, complex consumer and business collection accounts, mitigating loan portfolio losses through proactive skip tracing and asset investigations.
- Stepped up to anchor department leadership, providing direct operational oversight, new-hire workflow onboarding, and escalation support during a critical supervisory transition period.
MEMBER SOLUTIONS REPRESENTATIVE I
VyStar Credit Union
03.2024 - 06.2025
- Managed delinquent deposit portfolios and personal/auto loan accounts, consistently minimizing credit union delinquency ratios through customized debt restructuring and needs-based financial remediation.
- Designed and pitched specialized Team Lead roles subsequently approved by management to streamline internal escalation hierarchies and accelerate operational processing speeds.
CONTACT CENTER MEMBER SERVICE SPECIALIST
VyStar Credit Union
06.2023 - 03.2024
- Executed high-volume inbound support operations, mastering multi-system workflows to process wire transfers, account setups, stop payments, and complex fraud/dispute claims accurately.
- Educated members and executed needs-based positioning for deposit tier products (CDs, IRAs, MMA) and lending vehicles, bolstering product penetration metrics.
- Maintained airtight compliance profiles with federal financial regulations, including BSA/AML and consumer protection mandates, ensuring zero audit discrepancies.
ADVISOR II - SALES
Concentrix
08.2022 - 06.2023
- Navigated multiple simultaneous healthcare databases to process high-volume pharmaceutical order fulfillments, medical supply accounts, and financial payment tracking.
- Delivered critical, bilingual (English/Spanish) advisory support translating insurance plan verbiage, coverage criteria, and compliance stipulations for diverse account profiles.
- Consistently surpassed core performance brackets regarding call quality scores, privacy regulation compliance (HIPAA), and schedule adherence.
CUSTOMER SERVICE REPRESENTATIVE
Goodwill Industries of North Florida
07.2021 - 08.2022
- Optimized e-commerce logistics pipelines by coordinating, verifying, and fulfilling online consumer orders under rigid shipping deadlines.
- Managed digital and telephonic client communications, tracking order variations and resolving inventory or logistics discrepancies with high accuracy.
Customer Service Representative
Latin Creations
09.2020 - 04.2021
- Managed cash register reconciliations and delivered fluent bilingual translation services in a high-volume venue.
Service Manager
Chipotle Mexican Grill
05.2016 - 12.2017
- Directed front-of-house shift deployments, led cash/safe balancing audits, and served as certified Shift Food Safety Leader.
Crew Member
Party City
05.2015 - 05.2016
- Executed POS cash transactions, coordinated shipment logistics, and facilitated Spanish-speaking customer communication.
Skills
- Banking Operations
- Performance Coaching
- Team Building
- Process Improvement
- Escalation Resolution
- Shift Scheduling
- Risk Mitigation
- Internal Controls
- Quality Assurance
- Regulatory Compliance
- BSA/AML Awareness
- Food Safety Standards
- Collections & Recovery
- Account Servicing
- Fraud & Dispute Handling
- Member Relations
- Loan Modification
- Cash Reconciliation
- Eltropy & VyChat
- Core Banking Platforms
- Call Monitoring Tools
- Workforce Management
- Microsoft Office Suite
- Project Management
- Data-Driven Metrics
- Auditing & Quality Control
- Logistics & Logistics Support
- High Volume Call Handling
Development Goals
- Developing expertise in organizational risk mitigation and corporate compliance to pivot into HR oversight, governance, and audit roles.
- Strengthening knowledge of cross-functional workflows, process improvement, and QA metrics to ensure strict alignment with organizational policies.
- Expanding competencies in performance management, employee relations, accountability protocols, and organizational effectiveness.
- Building a comprehensive understanding of internal controls, workplace policies, and compliance risk management practices.
Languages
- English, Fluent
- Spanish, Fluent
Education
- High School Diploma
Professional Development Focus
- Developing expertise in organizational risk mitigation and corporate compliance to pivot into HR oversight, governance, and audit roles.
- Strengthening knowledge of cross-functional workflows, process improvement, and QA metrics to ensure strict alignment with organizational policies.
- Expanding competencies in performance management, employee relations, accountability protocols, and organizational effectiveness.
- Building a comprehensive understanding of internal controls, workplace policies, and compliance risk management practices.
Strengths
- Developing expertise in organizational risk mitigation and corporate compliance to pivot into HR oversight, governance, and audit roles.
- Strengthening knowledge of cross-functional workflows, process improvement, and QA metrics to ensure strict alignment with organizational policies.
- Expanding competencies in performance management, employee relations, accountability protocols, and organizational effectiveness.
- Building a comprehensive understanding of internal controls, workplace policies, and compliance risk management practices.
Timeline
MEMBER SOLUTIONS SUPERVISOR
VyStar Credit Union
08.2025 - Current
MEMBER SOLUTIONS REPRESENTATIVE II
VyStar Credit Union
06.2025 - 08.2025
MEMBER SOLUTIONS REPRESENTATIVE I
VyStar Credit Union
03.2024 - 06.2025
CONTACT CENTER MEMBER SERVICE SPECIALIST
VyStar Credit Union
06.2023 - 03.2024
ADVISOR II - SALES
Concentrix
08.2022 - 06.2023
CUSTOMER SERVICE REPRESENTATIVE
Goodwill Industries of North Florida
07.2021 - 08.2022
Customer Service Representative
Latin Creations
09.2020 - 04.2021
Service Manager
Chipotle Mexican Grill
05.2016 - 12.2017
Crew Member
Party City
05.2015 - 05.2016