Khaleah K. Thurston
Customer Service/Analyst
Glen Burnie,MD
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2
2
Languages
10
10
years of post-secondary education
20
20
years of professional experience
Work History
Customer Service Representative
- Received, processed and verified the accuracy of orders from customers utilizing the organization’s internal CRM/mainframe systems and customers purchase orders.
- Initiated required action for response to customer service requests for order changes, including the maintenance of order/customer information files and communicates changes to the appropriate personnel/departments.
- Received inquiries from and/or contacts the organization’s branch/regional offices to resolve a variety of order-related issues.
- Accessed the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports.
- Processed automobile titles and billing for enhancement charges on vehicles during auctions.
- Handled Release and Dispatching to obtain vehicles for inspection.
Dealer Service Specialist II
Automotive Finance Corporation
06.2017 - Current
- Explain AFC policies, processes, and procedures relative to loan processing (floor planning), securing the loans and contractual terms to customers to ensure all policies and procedures are executed by the dealer.
- Utilize all appropriate means to monitor and collect receivables, account for property used to secure loans, and to document business transactions.
- Increase overall loan volume and utilization through service calls to existing customers.
- Fosters long-term relationships with auction partners, internal and external customers.
- Coach and train team members on building relationships and sales opportunities.
- Assist in the prospecting and growth of the branch’s portfolio, marketing efforts and product campaigns of the branch.
- Solicit business, collect applications and required documents, monitor application through credit process, and sign contract with new dealers.
Compliance Manager
Exit Mortgage LLC
07.2016 - 06.2017
- Received and reviewed all Mortgage packages to ensure compliance according to state and federal regulations.
- Gathered mortgage loan documentation related to internal and external audits.
- Reviewed corrective action plans, and changes to policies and procedures.
- Responded to customer complaints and inquiries.
- Responsible for responding to State and Federal Authorities for inquiry and auditing purposes.
- Maintained all loan logs and files.
Title Specialist
Insurance Auto Auctions
12.2011 - 07.2016
- Served as liaison between insurance companies and state motor vehicle agencies in order to obtain salvage titles.
- Consulted with insurance adjustors and claim handlers to ensure compliance on all incoming documents for processing.
- Responsible for receiving, sorting and processing all customer information via mail.
- Trained and mentored new and existing employees on company policies and procedures.
Relationship Banker II
M&T /Bank
04.2011 - 08.2011
- Proactively initiated and developed profitable relationships with new and existing clientele.
- Profiled clients to ensure that all banking needs are being met.
- Initiated meetings between clients and partners, such as Insurance Brokers and Financial Consultants.
- Processed loan applications for clients in search of in branch credit needs, including but not limited to credit cards and mortgages.
- Responsible for following up with existing clients to ensure client satisfaction and profile for any additional needs or concerns.
Assistant Manager/Relationship Banker II
BB&T
11.2006 - 04.2011
- Proactively initiated, developed, and managed long-term, profitable relationships with clients and bank vendors.
- Managed and developed branch procedures to include creating training protocols for staff.
- Monitored branch yearly budget in order to accurately and efficiently manage expenses within budgetary guidelines.
- Delivered superior quality service in person and/or via phone to ensure client needs were met on a consistent, positive basis.
- Serve as primary contact for new account openings and cross sale of other products and services to clients and prospects.
Footwear Buyer
Levtran Enterprises Inc
10.2004 - 07.2006
- Responsible for $5 million-dollar Women’s Footwear department for 51 stores throughout the Mid-Atlantic region which included.
- Established and replenished product mix based on customer and geographical demographics as well as sales and performance.
- Analyzed market trends and customer trends to influence product buys.
- Assisted A/P and A/R in ensuring timely payments of purchase orders as well as obtaining RA information to receive debit memos on damaged or incorrect inventory.
- Advised vendors on product relevance to an ever-changing urban customer and assisted them on creating new lines and product.
Buyer’s Assistant
Footstar Inc. Footstar Athletic
03.2002 - 03.2004
- Managed over $60 million in merchandise receipts to maintain store assortments nationwide and maximize sales growth.
- Assisted in planning marketing and TV ads.
- Produced weekly reports on business effectiveness and brand strategies.
Location Analyst
Footstar Inc., Footstar Athletic
07.2000 - 03.2002
- Analyzed sales trends to maintain correct inventory levels between the Distribution Center and Chain.
- Planned an assortment of new store openings based on demographics.
- Trained Location Analysts on presenting Product Line Reviews, based on product, stores and market trends.
Education
Bachelor of Science - Business Administration
Delaware State University
Delaware City, DE 06.1995 - 05.2000
Bachelor of Science - Marketing
Delaware State University
Dover, DE 06.1995 - 06.2000
Skills
Strategic sales knowledge
undefinedAffiliations
Delta Sigma Theta Sorority, Incorporated
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Dealer Service Specialist II
Automotive Finance Corporation
06.2017 - Current
Compliance Manager
Exit Mortgage LLC
07.2016 - 06.2017
Title Specialist
Insurance Auto Auctions
12.2011 - 07.2016
Relationship Banker II
M&T /Bank
04.2011 - 08.2011
Assistant Manager/Relationship Banker II
BB&T
11.2006 - 04.2011
Footwear Buyer
Levtran Enterprises Inc
10.2004 - 07.2006
Buyer’s Assistant
Footstar Inc. Footstar Athletic
03.2002 - 03.2004
Location Analyst
Footstar Inc., Footstar Athletic
07.2000 - 03.2002
Bachelor of Science - Business Administration
Delaware State University
06.1995 - 05.2000
Bachelor of Science - Marketing
Delaware State University
06.1995 - 06.2000
Customer Service Representative
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