Kristin Epps
Oilville,VA
Summary
Dedicated professional with 12 years of experience in building strong customer relationships and leading high-performing teams to achieve business objectives. Skilled in providing excellent customer service, streamlining office operations, and developing customer loyalty programs to increase repeat business. Proven ability to manage multiple calendars, prioritize tasks, and implement efficient processes. Experienced in payroll processing, employee supervision, and financial record maintenance. Adept at analyzing sales data, identifying customer preferences, and driving sales through effective merchandising techniques. Strong problem-solving skills and a commitment to delivering professional and timely customer service. Adaptable to new challenges and demonstrates effective time management and leadership abilities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Mortgage Collections Specialist
Citizens Bank
06.2024 - Current
- Provided exceptional customer service, addressing borrower concerns and questions regarding loan repayments.
- Managed a portfolio of delinquent loans, ensuring proactive follow-up and successful resolution of accounts.
- Achieved performance goals by consistently meeting or exceeding established metrics related to mortgage collections activities.
- Responded to customer inquiries and provided detailed account information.
- Worked with customer to create debt repayment plan based on current financial condition.
- Entered client details and notes into system for interdepartmental access and review.
- Collaborated closely with loss mitigation specialists, identifying alternative solutions for distressed borrowers facing financial hardship.
Business Executive Service Associate
Wells Fargo & Company
08.2015 - 03.2024
- Provided personalized financial advice, addressing unique needs of business clients across various industries.
- Improved team performance by providing consistent mentoring, coaching, and professional development opportunities.
- Worked closely with branch managers and staff to promote a culture focused on exceptional service delivery for business banking customers.
- Participated in monthly training on latest technology trends and products in industry.
- Enhanced customer satisfaction, addressing and resolving client concerns promptly and professionally.
Customer Service Representative
TruGreen
11.2014 - 08.2015
- Informed customers on billing procedures, processed payments and provided assistance with setting up payment options
- Cultivated strong value-added relationships with customers daily by delivering product knowledge to drive business development and, impact revenues through efforts to sell new customers/services and retain existing customers
- Met customer call guidelines for service levels, handle time and productivity.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Retail Sales Representative
AT&T
08.2014 - 11.2014
- Increased sales by offering advice on purchases and promoting additional products.
- Increased store revenue by consistently meeting and exceeding sales targets through effective upselling techniques.
- Generated brand awareness and positive product impressions to increase sales.
- Handled complex transactions, including returns and exchanges, with efficiency and accuracy to maintain customer satisfaction.
Front End Supervisor/ Bookkeeper
Kroger
03.2013 - 08.2014
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Effectively allocated tasks during high-traffic times to keep operations running smoothly and employees focused.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Monitored cash drawers in 15 checkout and self-checkout stations to verify adequate cash supply.
- Posted daily receipts and payments in accordance with corporate protocols.
- Developed monthly, quarterly and annual profit and loss statements and balance sheets.
- Communicated proactively with team members regarding any issues or concerns related to bookkeeping tasks.
Officer Manager
Michael and Son Services Inc
03.2012 - 12.2012
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
Marketing Intern
GRTC Transit System
07.2010 - 08.2011
- Assisted in the planning and execution of successful product launch events.
- Conducted market research to identify target audiences and optimize marketing efforts.
- Helped design surveys to gather customer insights, leading to more targeted marketing efforts.
- Coordinated with vendors to secure promotional items, enhancing brand visibility at events.
- Assisted in budget tracking for marketing projects, ensuring expenditures remained within allocated funds.
Education
Some College - Marketing
Strayer University
Richmond, VASome College - Marketing
Virginia Union University
Richmond, VAJunior High School Education -
Goochland High School
Goochland County, VA05.2009
Skills
- Strong sense of banking ethics
Certification
Driver's License, 09/01/19, 10/31/26
Assessments
- Medical receptionist skills, Proficient, 02/01/24
- Attention to detail, Proficient, 12/01/21
- Marketing, Proficient, 02/01/24
- Social media, Proficient, 02/01/24
- Retail customer service, Proficient, 03/01/24
- Retail customer service, Proficient, 07/01/23
- Attention to detail, Proficient, 10/01/23
- Sales skills, Proficient, 04/01/24
- Office manager, Proficient, 10/01/23
- Management & leadership skills: Impact & influence, Proficient, 01/01/24
- Management & leadership skills: Planning & execution, Proficient, 01/01/24
- Work motivation, Proficient, 02/01/24
- Inside sales, Proficient, 02/01/24
- Work style: Reliability, Proficient, 12/01/21
- Analyzing data, Proficient, 05/01/20
- Case management & social work, Proficient, 02/01/24
Timeline
Mortgage Collections Specialist
Citizens Bank
06.2024 - Current
Business Executive Service Associate
Wells Fargo & Company
08.2015 - 03.2024
Customer Service Representative
TruGreen
11.2014 - 08.2015
Retail Sales Representative
AT&T
08.2014 - 11.2014
Front End Supervisor/ Bookkeeper
Kroger
03.2013 - 08.2014
Officer Manager
Michael and Son Services Inc
03.2012 - 12.2012
Marketing Intern
GRTC Transit System
07.2010 - 08.2011
Junior High School Education -
Goochland High School
Some College - Marketing
Strayer University
Some College - Marketing
Virginia Union University
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