McKayla Pettiford
Charlotte,North Carolina
Summary
Enhanced operational efficiency by resolving complex customer service issues effectively. Strengthened team performance through active listening and strategic problem-solving. Built robust relationships that contributed to improved service delivery and customer loyalty.
Overview
12
12
years of professional experience
Work History
Debt Collection Specialist
Anticimex Carolina’s LLC
Charlotte, NC
12.2025 - Current
- Managed accounts receivable, ensuring timely collection of outstanding debts.
- Developed and implemented effective debt recovery strategies to improve collection rates.
- Led negotiations with clients to establish repayment plans and resolve disputes.
- Trained and mentored junior staff on best practices in debt collection procedures.
- Decreased delinquency rates through consistent follow-ups, negotiation skills, and timely resolution of disputes.
- Collaborated with legal teams on escalated accounts for potential litigation actions.
- Maintained compliance with state and federal regulations governing debt collection practices.
Customer Service Representative
Novant Health
Charlotte, NC
11.2024 - 11.2025
- Analyzed daily performance metrics, including call volume, wait times, and resolution times.
- Cultivated robust customer relationships and loyalty through strategic communication efforts.
- Oversaw meticulous documentation of patient interactions, encompassing billing inquiries, insurance policies, medical procedures, and related topics.
Digital Personal Shopper Manager
Walmart
Winston-Salem, NC
11.2020 - 10.2024
- Monitored store performance metrics, including sales goals, labor costs, and shrinkage rates.
- Oversaw maintenance of accurate employee attendance, payroll records, and timecard documentation.
- Surpassed monthly sales targets while adhering to budget constraints.
- Evaluated sales data to uncover trends and formulated strategies to enhance sales performance.
Customer service Representative
Alorica
Greensboro, NC
01.2017 - 11.2020
- Executed payment processing for customers utilizing ACH transfers, checks, money orders, and credit cards.
- Evaluated financial circumstances of delinquent customers to establish optimal repayment plans or settlement options.
- Reviewed credit reports for accuracy to ensure compliance before initiating collections efforts.
- Facilitated negotiation of payment arrangements with customers in alignment with established guidelines.
- Engaged with customers to address non-sufficient funds and facilitate alternative payment methods.
- Analyzed delinquency factors to facilitate effective problem resolution for customers.
Cashier Trainer
McDonald’s
Roxboro, NC
06.2014 - 01.2017
- Trained new cashiers on operational procedures and customer service standards.
- Supervised day-to-day cashier activities to ensure compliance with company policies.
- Implemented training programs that improved team efficiency and service speed.
- Monitored cash handling practices to maintain accuracy and prevent discrepancies.
- Trained new employees by providing knowledge of specific store tasks, policies and goals.
Education
Bachelor of Arts - Poly Sci
Winston-Salem State University
Winston-Salem12.2019
High School Diploma -
Person High School
Roxboro06.2015
Skills
- Assisted customers with inquiries and issues to enhance satisfaction Provided support in resolving product-related concerns Facilitated communication between customers and service teams
- Facilitated effective communication through active listening techniques
- Managed high-volume inbound and outbound calls to ensure customer satisfaction
- Oversaw comprehensive account management processes to enhance client relationships
- Assisted teams in utilizing CRM software to manage customer interactions effectively Supported data entry and maintenance to ensure accurate customer records Helped troubleshoot software issues to enhance user experience
- Assisted in opening and closing customer accounts Supported clients with account inquiries and transactions Facilitated account management processes to enhance customer satisfaction
- Managed data entry processes to ensure accuracy and efficiency
- Processed payments efficiently to support daily operations Assisted customers with payment inquiries and issues Maintained accurate records of transactions and reconciliations
- Cultivated in-depth product knowledge to enhance customer interactions
- Provided technical assistance to users, resolving issues efficiently Supported troubleshooting efforts for hardware and software problems Guided customers through setup and installation processes
- Facilitated effective complaint resolution processes to enhance customer satisfaction
LANGUAGES
English and Spanish
Timeline
Debt Collection Specialist
Anticimex Carolina’s LLC
12.2025 - Current
Customer Service Representative
Novant Health
11.2024 - 11.2025
Digital Personal Shopper Manager
Walmart
11.2020 - 10.2024
Customer service Representative
Alorica
01.2017 - 11.2020
Cashier Trainer
McDonald’s
06.2014 - 01.2017
Bachelor of Arts - Poly Sci
Winston-Salem State University
High School Diploma -
Person High School