Summary
Overview
Work History
Education
Skills
Timeline
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KRISTINA TAPP

Aubrey,TX

Summary

Dynamic professional with over 20 years of customer service experience, recognized for achieving top placement rates at Synchrony Financial. Proficient in account reconciliation and crisis intervention, I excel in managing high-risk cases and fostering client relationships, ensuring optimal support and satisfaction. Proven ability to drive business success as a top franchisee at Liberty Tax Service.

Overview

20
20
years of professional experience

Work History

CASE MANAGER

CENTRALSQUARE TECHNOLOGIES
11.2018 - 07.2024
  • Responsible for the maintaining and running of the False Alarm Reduction Program for the Dallas Police Department and the City of Dallas.
  • Processed in excess of 200 false alarm files daily.
  • Billed out false alarm fines and processed daily payments, from online and phone payments and payments made by mail.
  • Responsible for the monthly bank reconciliation to submit to the City of Dallas's accounting department for payment.
  • Collaborated with external agencies to secure resources for clients, ensuring optimal support and care.
  • Managed high-risk cases effectively, implementing crisis intervention techniques when necessary to ensure client safety and satisfaction.

LEASE MATURITY MANAGEMENT SPECIALIST

Fiserv
12.2017 - 11.2018
  • Responsible for providing end of term options to current GM Financial and US Bank lease holders, both inbound and outbound calls, which included going over the inspection process, turn in process and final statement.
  • Responsible for communicating with dealerships and providing vehicle payoff information, getting vehicles grounded and set for transport.
  • Evaluated employee performance regularly, providing constructive feedback for continuous improvement.
  • Managed over 50 calls per day from both customers and dealerships for vehicle assistance.

SENIOR STAFFING SPECIALIST

Synchrony Financial Inc
10.2014 - 10.2017
  • Coordinated interviews between clients and candidates, ensuring seamless scheduling logistics.
  • Increased candidate placement rates by developing strategic staffing plans and collaborating with hiring managers.
  • Answered inbound calls to assist customers with their credit card questions and concerns.
  • Consistently exceeded daily, weekly and monthly metrics to be in the top five employees with a staff of over 200 year over year.

SMALL BUSINESS OWNER

Liberty Tax Service
09.2004 - 12.2011
  • Managed daily operations for a successful small business, ensuring efficient processes and quality services.
  • Established a loyal customer base by providing personalized attention, addressing concerns promptly and exceeding expectations.
  • Promoted business via social media to generate leads and maximize brand identity.
  • While competing with 27 other franchisees, both new and existing, achieved the number one franchisee title for my first year.

Education

GED -

COLLIN COUNTY COMMUNITY COLLEGE
Dallas, TX
06.1998

Skills

  • NMLS #2661393
  • SAFE Real Estate Course Certified
  • Licensed in insurance lines 2-14 and 2-15
  • 10 Key proficient
  • Account reconciliation
  • Budget analysis
  • Cash-flow report generation
  • Customer service experience in excess of 20 years

Timeline

CASE MANAGER

CENTRALSQUARE TECHNOLOGIES
11.2018 - 07.2024

LEASE MATURITY MANAGEMENT SPECIALIST

Fiserv
12.2017 - 11.2018

SENIOR STAFFING SPECIALIST

Synchrony Financial Inc
10.2014 - 10.2017

SMALL BUSINESS OWNER

Liberty Tax Service
09.2004 - 12.2011

GED -

COLLIN COUNTY COMMUNITY COLLEGE

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KRISTINA TAPP