Kiara Colclough
Charlotte,NC
Summary
Dedicated candidate pursuing positions that deliver inspiration, challenge, and fulfillment, applying skills and insights developed through extensive professional and academic experiences
Overview
12
12
years of professional experience
1
1
Certification
Work History
CCUL RCS Back Office Rep II
TD Bank
06.2022 - Current
- Evaluate issues, errors and problems based on practices and existing procedures - independently resolve customer problems escalating when necessary
- Ensures due diligence is taken to support the accuracy of all customer transactions, particularly as it relates to Credit Card products and services; escalates non-standard or high-risk transactions or activities as necessary
- Multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics.
- Complete a broad range of Credit Account requests (e.g., Bill Disputes, Credit Bureau Disputes, Complaints, Close Accounts, Waive fees and/or other transactions, as necessary) in an accurate and efficient manner
- Process Service-members Civil Relief Act (SCRA) and enroll qualified service member’s-gather and analyze data to identify the customers eligibility.
- Contribute to and support business objectives; suggest improvements to processes and procedures.
- Participate in performance and development activities, including cross-training within the team.
- Remote
National Contact Center Mortgage Specialist
Randstad- Wells Fargo Contractor
Charlotte, NC
03.2022 - 06.2022
- Participate in assessing customer needs through financial consultation and offering products and services to prospective customers using either pre-established leads or leads sourced by incumbents
- Assess customer needs and offer products and services that meet customer satisfaction
- Receive direction from supervisor and exercise judgment within defined parameters while developing understanding of Contact Center Sales functional area, policies, procedures, and compliance requirements
- Act as a liaison between various functional areas and customers to reach conclusions with the customer
- Provide information to managers, colleagues, and stakeholders related to Contact Center Sales function
Logistics Coordinator
Williams-Sonoma, Inc.
Charlotte, NC
06.2020 - 03.2022
- Address customer questions and concerns regarding delivery information
- Coordinating transportation providers to ensure prompt and proper movement of shipments
- Responding to customer inquiries and referring clients to the proper channels
- Reviewing purchase orders and shipping documents to ensure accuracy
- Making special shipping arrangements as necessary
- Tracking and fixing shipping errors
- Managing distribution and shipment budgets
- Ensuring that the quality of all services provided meets the required standards
- Developing processes that make the supply chain more efficient and organize
- Check inventory, process returns, issue replacements and credits for damaged or defective items
- Monitor transportation milestones for PO’s moving via ocean which includes resolving missing EDI events between service partners
- Run and update reports as needed within various applications
- Monitor ports operations from end to end which includes Ocean Carriers and DC’s
- Liaison between DC's, HUB, and Freight forwarder
- Tracking and fixing shipping errors
- Review purchase orders and shipping documents to ensure accuracy
- Coordinate transportation providers to ensure prompt and proper movement of shipments
Assistant Operations Manager
Belk-Flagship Store
Charlotte, NC
09.2019 - 06.2020
- Manage maintain floor and stock areas consistent with store standards
- Supervise the team performing the process of unloading and sorting merchandise cartons received on trailers.
- Ensure all operations are carried on in an appropriate, cost-effective way
- Improve operational management systems, processes and best practices
- Purchase materials, plan inventory and oversee warehouse efficiency
- Help the organization’s processes remain legally compliant
- Formulate strategic and operational objectives
- Examine financial data and use them to improve profitability
- Manage budgets and forecasts
- Perform quality controls and monitor production KPIs
- Recruit, train and supervise staff
- Find ways to increase quality of customer service
- Ensure proper execution of all existing systems and procedures and take ownership of new system implementations and processes- Train team on various systems as needed.
Logistics Processing Assistant
Nordstrom Inc.
Charlotte, NC
05.2019 - 09.2019
- Supervise the team performing the process of unloading and sorting merchandise cartons received on trailers.
- Manage maintain floor and stock areas consistent with store standards
- Fulfill customer orders in a timely manner following quality standards
- Prepare and ship customer’s orders following quality, packing and shipping standards
- Utilize inventory management systems to scan, process and research merchandise shipments in accordance with our inventory control processes
- Provide general support to the store, e.g. set up special events, organize backroom, markdowns, and relocate store fixtures
Service Experience Representative
Nordstrom Inc.
Charlotte, NC
09.2018 - 05.2019
- Assist customers with a variety of transactions
- Demonstrate expertise in all technologies used in the store environment
- Defuse customer situations and provide resolution in a timely and effective manner
- Ensure the security and privacy of customer information through education, compliance and resolution of issues
- Focus solely on Buy online pick-up in store, Ship to store and alterations
Inventory Control Supervisor
Nordstrom Inc.- Flagship Store
New York, NY
03.2016 - 09.2018
- Reduce Shrinkage and Unit Variance results through improving overall inventory awareness and knowledge in all employees
- Ensure all merchandise is accurately ticketed, accounted for and processed
- Utilize inventory management systems in accordance with our inventory control processes.
- Assist with coordination and reconciliation of cycle counts/stock counts
- Research, address, and resolve inventory discrepancies
- Manage routine and exception reporting
- Assist in maintaining clean and organized areas
- Demonstrate initiative in accomplishing tasks and meeting quality standards
- Promote, educate, and reinforce standard operating processes with fellow logistics team members
- Partner with LP leadership to provide feedback on inventory best practice adherence and maintain a shrinkage & unit variance strategy
- Partner with Buyers, Merchants and vendors to ensure inventory is accurate to accommodate each customer
Mail Clerk/Mail Handler
Nordstrom Inc.
Charlotte, NC
06.2014 - 03.2016
- Receive and sort mail and load it on delivery carts
- Distribute mail to appropriate recipients or departments
- Maintain record of incoming mail
- Ensure delivery of outgoing mails to courier or post office
- Assist with payroll checking and accounts payable printing and distribution
- Provide support in picking and packing promotional material
- Assemble inventory kits and support periodical inventory count
- Count and record inventory items
- Assist in filing and archiving documents
- Perform data entry activities
- Maintain adequate mailroom supplies
- Check postal rates and weigh outgoing mail
- Post shipping labels on packages
- Complete shipping forms
- Arrange for courier services to deliver packages
- Replenish supply of post office forms
- Record postage meter readings daily
- Purchase postage and ensure postage supply
Inside Sales Representative
Telnet Marketing Group, LLC
Charlotte, NC
01.2014 - 06.2014
- Service existing accounts, obtains orders and establishes new accounts by planning and organizing daily work schedule to call on existing or potential sales outlets
- Adjusts content of sales presentations by studying the type of sales outlet or trade factor
- Closes sales by building rapport with potential accounts; explaining product and services capabilities; overcoming objections; preparing contracts
Education
Television and Radio broadcasting
CSB School of Broadcasting
Arlington, VACertificate - Medical Assistant
Southeastern Institute
Charlotte, NC01.2012
Mass Communications
College of Southern
MD01.2008
Certification
- Certified Clinical Medical Assistant (CCMA)
- Nationally Registered Certified Medical Assistant (NRCMA)
Awards
Nordstrom All-star Award May 2019, Nordstrom, the All-Star award is the most highly sought after award, based on customer service, selling, and teamwork. It encompasses an employee who works hard, goes above & beyond, and has been recognized by customers for outstanding service. It's the ultimate compliment as Nordstrom& employee!
Timeline
CCUL RCS Back Office Rep II
TD Bank
06.2022 - Current
National Contact Center Mortgage Specialist
Randstad- Wells Fargo Contractor
03.2022 - 06.2022
Logistics Coordinator
Williams-Sonoma, Inc.
06.2020 - 03.2022
Assistant Operations Manager
Belk-Flagship Store
09.2019 - 06.2020
Logistics Processing Assistant
Nordstrom Inc.
05.2019 - 09.2019
Service Experience Representative
Nordstrom Inc.
09.2018 - 05.2019
Inventory Control Supervisor
Nordstrom Inc.- Flagship Store
03.2016 - 09.2018
Mail Clerk/Mail Handler
Nordstrom Inc.
06.2014 - 03.2016
Inside Sales Representative
Telnet Marketing Group, LLC
01.2014 - 06.2014
Television and Radio broadcasting
CSB School of Broadcasting
Certificate - Medical Assistant
Southeastern Institute
Mass Communications
College of Southern