Kimisha Maull
Richardson,TX
Summary
To get a position that would help me develop business learning skills to further my career opportunity. Hardworking and passionate job seeker with strong organizational skills eager to secure position in Tech environment. Ready to help team achieve company goals.
Overview
7
7
years of professional experience
Work History
Help Desk Technician
NCR
Frisco, TX
05.2021 - Current
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Answered incoming calls from residential and small business customers to assist with transactions.
- Dispatched tickets to technicians to repair ATMs.
- Assisted and educated customers on the Regulation E process.
Contact Center Supervisor
Sovereign Lending Group
Anaheim, CA
11.2020 - 05.2021
- Recruited, interviewed, hired and trained 5-10 employees and implemented mentoring program to promote positive feedback and engagement.
- Developed strategic plans for day-to-day financial operations.
- Established and enforced internal controls, workflows and policies for tracking, reconciling and reporting on accounting activities.
- Complied with established internal controls and policies.
- Developed and executed contact strategies and improved end-to-end processes and client satisfaction ratings.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
Debt Collector
CBCS
07.2019 - 03.2020
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Trained new team members on scripts, company services and collection strategies.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
Intake Specialist
Alternate Solutions
Kettering, OH
11.2018 - 07.2019
- Completed intake assessment forms and filed clients' charts.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Collected, verified, recorded and processed client demographics, insurance payments and referral information.
- Worked with clinical and operations teams to facilitate client placement and obtain appropriate services for clients.
Credit Operations Specialist
Citibank
Florence, KY
03.2015 - 08.2018
- Operated cross-functionally with business partners and external parties on credit matters.
- Worked smoothly with internal and external customers in time-sensitive environment.
- Multitasked, worked well under pressure and drove positive change to credit operations.
- Coordinated with banks, legal, logistics and other teams on credit activities.
- Maintained high knowledge of current programs, offerings and products.
- Made decisions and recommendations about extending lines of credit.
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Acted as a floorwalker to support multiple new hire classes during OJT time
- Performed credit reviews on corporations to assess financial conditions.
Resolution Specialist
Convergys
Hebron, KY
07.2014 - 03.2015
- Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints.
- Power-cycling router and personal computer.
- Checking transport control protocol/Internet protocol settings.
- Install and un-install AT&T provided software
- Configuring TCP/IP settings (only for devices behind an AT&T provide RG that cannot allocate both static and dynamic IP addresses (NVG510) when the customer subscribes to static IPs)
- Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
- Dispatched technicians to site to repair internet services.
Education
Associate of Science - Medical Massage Therapy
Daymar College Medical Massage
12.2010
High School Diploma -
Woodward High School
Cincinnati, OH06.2006
Skills
- Goal Setting
- Quality Assurance
- Sales Support
- Advanced Mathematics
- Problem Anticipation and Resolution
- Willing to Learn
- Staff Recruitment and Hiring
- Team Building Leadership
- Customer Service
- Employee Training Oversight
- Time Management
- Attention to Detail
- Collections Actions
- Credit Approval and Denial
- Microsoft Office
- Word Processing
- Spreadsheet Tracking
- Remote Video Conferencing
- Critical Thinking
- Adaptable to Changing Conditions
Timeline
Help Desk Technician
NCR
05.2021 - Current
Contact Center Supervisor
Sovereign Lending Group
11.2020 - 05.2021
Debt Collector
CBCS
07.2019 - 03.2020
Intake Specialist
Alternate Solutions
11.2018 - 07.2019
Credit Operations Specialist
Citibank
03.2015 - 08.2018
Resolution Specialist
Convergys
07.2014 - 03.2015
Associate of Science - Medical Massage Therapy
Daymar College Medical Massage
High School Diploma -
Woodward High School