Kennedy Brooks
DOUGLASVILLE,GA
Summary
Customer-Focused Operations Manager with a strong background in collections, customer service, and process optimization. Proven track record of leading high-performing teams, streamlining operations, and achieving measurable business results. Skilled in conflict resolution, team development, and delivering exceptional customer experiences. Adept at leveraging data-driven insights to exceed performance goals and drive continuous improvement.
Overview
6
6
years of professional experience
Work History
Manager of Repossession Collections
CarMax Auto Finance
08.2023 - Current
- Supervise and coach a team of collections agents on repossession strategies and customer engagement.
- Track KPIs and ensure compliance with regulatory and internal policies.
- Resolve escalated disputes and ensure customer satisfaction through empathetic communication.
- Implement training programs that enhanced agent performance and negotiation success rates.
Senior Resolution Specialist
Walmart.com
10.2023 - 12.2024
- Managed customer escalations and served as SME for resolution processes across multiple channels.
- Maintained a 95%+ customer satisfaction rating through timely and effective dispute resolution.
- Trained peers on conflict resolution best practices and platform navigation.
- Supported website usability and resolved technical issues for end users.
Late Collections
Carmax Auto Finance
02.2023 - 08.2023
- Handled 60+ calls daily on delinquent accounts (31-60 days past due).
- Created personalized repayment plans through financial assessment.
- Maintained compliance with FDCPA and internal procedures.
- Assisted in the development of strategies to improve collections process efficiency.
Early Collections
CarMax Auto Finance
07.2022 - 02.2023
- Engaged customers in early-stage collections (1-30 days past due) using CRM software.
- Increased promise-to-pay conversion through empathetic negotiations.
- Resolved billing and service issues during calls to improve customer experience.
- Utilized collection software programs to document collections activity.
Lead Customer Service Representative
Hertz Car Sales & Car Rental
12.2021 - 07.2022
- Contributed to sales growth by up selling products and services based on individual customer requirements.
- Led front desk operations and rental processes, ensuring timely and quality service.
- Reduced customer complaints by 20% through proactive communication and issue resolution.
- Mentored new hires and contributed to customer satisfaction training.
Manager of Operations
Sephora
10.2020 - 12.2021
- Oversaw daily operations, inventory, and team scheduling for high-volume retail location.
- Facilitated new hire onboarding and managed team development initiatives.
- Implemented visual merchandising and operational standards improvements.
Manager of Business Development and Sales
Cova Beauty
06.2019 - 10.2020
- Increased in-store sales by 25% through personalized service and upselling strategies.
- Tracked competitor activity and adapted marketing approaches to increase market share.
- Managed inventory and restocking procedures.
- Implemented innovative approaches to improve overall customer experience.
Education
Associate of Applied Science -
Atlanta Technical College
Atlanta, GAHigh School Diploma -
Woodland High School
05-2018
Skills
- Team Leadership & Supervision
- Customer Service Excellence
- Performance Management
- Process Improvement
- Conflict Resolution
- KPI Tracking & Reporting
- Training & Development
- Strategic Planning
- Cross-functional Collaboration
- CRM & Call Center Systems
- Collections & Negotiation
- Data Analysis
Timeline
Senior Resolution Specialist
Walmart.com
10.2023 - 12.2024
Manager of Repossession Collections
CarMax Auto Finance
08.2023 - Current
Late Collections
Carmax Auto Finance
02.2023 - 08.2023
Early Collections
CarMax Auto Finance
07.2022 - 02.2023
Lead Customer Service Representative
Hertz Car Sales & Car Rental
12.2021 - 07.2022
Manager of Operations
Sephora
10.2020 - 12.2021
Manager of Business Development and Sales
Cova Beauty
06.2019 - 10.2020
High School Diploma -
Woodland High School
Associate of Applied Science -
Atlanta Technical College
References
References available upon request.
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