Kristy McCoy
Administrative Support
Hoffman Estates,IL
Summary
Resourceful and experienced worker with expertise in customer service and file management. Detail-oriented team player with strong organizational skills. Excels at handling multiple projects simultaneously with a high degree of accuracy. Excellent communication and organizational skills. Eager to learn and develop in a professional office environment. Brings foundational understanding of administrative tasks and utilizes office software and document management systems effectively. Prepared for new challenges and has extensive experience in managing office operations, streamlining processes, and enhancing productivity. Known for fostering team collaboration and adapting to changing needs with reliability and flexibility.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Payment Processing Representative
Dovenmuehle Mortgage
07.2013 - 01.2023
- Perform detailed tax analysis research
- Responsible for disbursement of tax payments
- Responsible for department refunds and deposit to homeowners escrow account
- Manage clients Escrow accounts
- Communicate effectively with tax payers/mortgage brokers
- Document and review non-escrow loans, to make sure that the taxes have been paid
- Pay property taxes in a timely manner from the homeowner’s escrow, while ensuring penalties were not incurred
- Research cancel check for paid taxes for homeowners
- Balance and arrange high volume wire transfers and ACH payments
- Managed a team of 5 part-time employees.
- Nurtured a detail-oriented work environment by consistently adhering to company policies and procedures related to payment processing.
- Facilitated interdepartmental collaboration by establishing open lines of communication between finance, sales, and customer service teams.
- Trained new employees on best practices in payment processing, fostering a culture of continuous improvement within the team.
- Collaborated with internal departments to resolve payment discrepancies, contributing to improved client relationships.
- Prioritized tasks efficiently while working under tight deadlines to consistently meet or exceed daily transaction quotas.
- Submitted cash and check deposits and generated cash receipts to record money received.
Customer Service Coordinator/ IRT
Verizon Wireless
03.2005 - 02.2012
- Utilized the Work Flow Manager E-mail processing system to process and log web inquiries
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Create and proofread non-template responses that ensure full customer satisfaction
- Respond to written customer correspondence / mail from external customers
- Response is written free hand or using templates
- Recommend data solutions, products and services to potential customers or end-users
- Generate outbound calls to customers when necessary to resolve outstanding issues
- Consult and troubleshoot with internal departments (e.g
- Tier2, ER, etc) on more complex customer issues
- Ensure accurate routing of non-customer e-mails to all appropriate departments and channels
- Comply with the policies and procedures of the Customer Care organization
- Recommend system improvements and additional response templates to improve efficiency of Work Flow Manager system and help achieve team goals
- Utilize various online systems and resources, such as Vision, ACSS, and Info Manager to research and resolve inquiries not limited to billing questions, equipment replacement, etc
- Identify and report system trends and anomalies to management
- Perform daily tasks within the established performance expectations for productivity and efficiency
- Assist the Customer Care organization as needed to help achieve Customer Care goals and objectives Qualification
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Explained charges, fees, terms of sales, and service agreements to over 100 customers daily.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Recognized by management for outstanding performance as a Customer Service Coordinator during annual performance reviews consistently throughout tenure at company.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Sr. Rep Credit/Activation
Verizon Wireless
03.2005 - 01.2006
- Assist agents with inbound customer service and POS (Point Of Sale) support
- Assist with back up for customer service when service levels warrant
- Expert in manual activations and navigation in all native billing systems
- Well versed in our credit system and scoring policies
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
Administrative Assistant Temporary
Banner Personnel Service
08.2002 - 03.2005
- Successfully completed various temporary assignments
- Customer service to internal and external customers
- Developed correspondence in MS Office and updated customer records
- Developed & Maintained Excel Spreadsheets for customer management
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
Education
No Degree - Human Resourse Certificate
William Rainey Harper College
Palatine, IL12-2025
No Degree -
DeVry University
Elgin, ILSkills
- Customer service
- Active listening
- Data entry
- Call center experience
- Computer proficiency
- Microsoft Excel
- Dispute resolution
- Administrative support
- Microsoft Office Suite
Accomplishments
- Extensive knowledge and ability with excel and other Microsoft programs.
- Currently working on follow-up project for customer service.
- Provide SME support for temps and new hires, both care and activations.
- Completed the entry level courser for MS Excel & MS Word
Certification
Pursuing a certificate in Human Resource management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Payment Processing Representative
Dovenmuehle Mortgage
07.2013 - 01.2023
Customer Service Coordinator/ IRT
Verizon Wireless
03.2005 - 02.2012
Sr. Rep Credit/Activation
Verizon Wireless
03.2005 - 01.2006
Administrative Assistant Temporary
Banner Personnel Service
08.2002 - 03.2005
Pursuing a certificate in Human Resource management
No Degree - Human Resourse Certificate
William Rainey Harper College
No Degree -
DeVry University
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