Shcorra Mckennie
Summary
Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Overview
9
9
years of professional experience
Work History
US System Access Ops
R1 RCM
10.2022 - Current
- Global onboarding and offboarding duties (US & India)
- Documentation preparation and process execution
- Access Management as universal lifecycle manager
- Provide technical support for various systems between Providence and R1
- Employee research and training scheduling
- Follow compliance guidelines for medical and legal procedures
- Remaining within HIPPA Guidelines
- Oversee and assist with providing needed access to new hires as well as department transfers
- Following trend reports to ensure accuracy
- Act as communication liaison between the client and R1Access Team
- Grasping a deep understanding of our clients and their needs to better assist with accuracy and sharing that knowledge with my team to provide a smooth onboarding experience
- Receiving feedback and implementing recommendations that would better support the onboarding process
- Working with multiple teams to ensure all requests are met with precision and completed within a timely manner
- Oversee and maintain proper written communication as well as docusign and electronic communications
- Understanding and implementing client requirements throughout the entire access community to ensure full visibility and transparency for each client
- Collaborated with cross-functional teams to develop innovative solutions that improve operational flow and reduce errors or inefficiencies.
- Monitored progress by establishing plans and measuring results.
- Assessed current systems for potential improvements
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Formed and sustained strategic relationships with clients.
Business Banking Consultant Team Lead
PNC Bank
, Remote
12.2020 - 10.2022
- Acquisition project team lead providing technical and customer assistance on front and backend consultants
- Obtain missing items or personal feedback for the unsuccessful conversion of new customers
- Ensure an easy integration of platforms for newly acquired customer during conversion
- Keep up to date on possible setbacks and ensure protocol is followed by hosting daily conference calls with acquisition team members
- Screening and hiring new employees across departments
- Exit interview and survey screening
- Manage team consisting of 30 direct reports
- Complaint and claim investigations; reporting on complaint and claim investigations
- Mediation and support for appropriate incidents
- Providing conflict resolution and next steps for future success
- Monitor and report on KPI’s
- Holding biweekly huddles to ensure the entire team receives the support each business banking rep may need and keeping an open line of communication for direct support
- Hold weekly 1:1 meetings with employees to ensure goals are met and we are within KPI standards
- Offering incentives to team members in order to initiate drive and passion for exceeding expectations
- Coachings held regularly to ensure employee development takes place
- Provide moral support with open line of communication with all employees
- Maintain open communication between various teams to ensure we are all on one accord
- Oversee and maintain proper written communication as well as docusign and electronic communications
- Answer phones for escalated issues within specified amount of time in a professional manner for customer and technical support consultants
- Aide in the professional development and growth of care center consultants
- Ensure team maintains high call qualities and exceeds monthly metrics
- Host weekly quick start meetings to keep communication open go over new policies and procedures to ensure high quality and impact
- Conduct monthly and quarterly engagement one on one meetings to ensure consultants are meeting goals and educate them on next steps if they should fall below required metrics
- Evaluate accounts and provide expertise in business banking development
- Ensure the financial needs of businesses have been met, provide strategic resources to meet said needs should they change
- Resolve customer and internal requests via email and chat within a specified time by using knowledge and optimized resources
- Provide Tier III assistance for technical and banking issues
- Accept and resolve escalations submitted by Tier I and II consultants
- De-escalate irate customers in a timely and professional manner
- Provide necessary feedback to help correct and elevate current processes and procedures
- Meet and or exceed required monthly metric scores
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Implemented strategies to meet sales targets for banking products, including loans, credit cards, and savings accounts.
- Modified, opened and closed customer accounts.
- Coordinated with internal departments to streamline operational processes and improve customer service.
- Advised customers on bank products, services and financial planning options.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Informed customers of procedures for depositing checks and applying for ATM cards.
Technical Support Representative
Comcast Business Telecommunications
, Hybrid-Remote
05.2016 - 11.2020
- Answering phones in a timely and professional manner
- Conduct technical support for small to medium businesses with their networking and communication needs while also providing recommendation for new or upgraded services
- Tier 2 Contingency
- New hire training floater
- Field Tech call back escalations team
- Troubleshooting issues with personal as well as Comcast telephone switches and internet networks
- Dispatching technicians when appropriate for networking and hardware issues
- Assisting customers with making payments and keeping their accounts up to date
- Answering questions regarding repairs and/or equipment as well as billing inquiries
- Walked customers through tests and solutions
- Read and understood technical manuals and repair trees
- Updated customer accounts with details of interactions, set up repair appointments and processed payments for new services
- Took inbound and made outbound calls to resolve customer account and technical issues
- Looked beyond testing scripts to check software for interconnected problems not covered by established specifications
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Used remote login tools to assist clients with technical and product questions.
- Troubleshot customer inquiries related to software and hardware issues.
- Participated in special projects as assigned by management team.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Resolved escalated customer service issues in a timely manner.
- Conducted remote diagnostics to identify and solve technical problems.
- Assisted customers with installation of new hardware and software applications.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Oversaw daily performance of computer systems.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted in the development and updating of technical documentation and support guides.
- Supported customers with online billing, access, and account issues.
Education
High school -
Paul Robeson High School
Skills
- Talent Acquisition
- Recruiting
- Candidate selection
- Implementation Specialist
- Complaint resolution
- Internal issue investigation and resolution
- Employee Onboarding
- Employee Offboarding
- Interviewing
- Screening
- Hiring
- Salary and benefits negotiations
- Project Management
- Team leadership
- Report preparation
- Sales expertise
- MS Office
- Operations and Operational Management
- Employee lifecycle management
- Employee relations management
- Coaching
- Mentorship
- Performance and professional development
- Data entry
- KPI driven
- SLA driven
- Prioritization
- Organization
- Schedule organization
- Technical Problem Solving
- Inventory specialist
- Computer proficient
- Goal Setting
- Product Adoption
- Training
- Creative problem solving
- Conflict resolution
- Standard operating procedures
- Staff development
- Operational excellence
- Scheduling management
- Cross-functional coordination
- Incidents management
- Performance monitoring
- Performance reporting
- Goal setting
- Mergers and acquisitions
- Consultative sales
- Strategic partnerships
- Business planning
- Client relations
- Staff management
- Program administration
Personal Information
Willing To Relocate: Anywhere
Timeline
US System Access Ops
R1 RCM
10.2022 - Current
Business Banking Consultant Team Lead
PNC Bank
12.2020 - 10.2022
Technical Support Representative
Comcast Business Telecommunications
05.2016 - 11.2020
High school -
Paul Robeson High School