Summary
Overview
Work History
Education
Skills
References
Work Preference
Work Availability
Timeline
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TYLER KENZY

Menifee,CA

Summary

Detail-oriented and results-driven professional with years of transferable experience. Skilled in maintaining accuracy through methodical organization and leveraging analytical thinking to solve problems and deliver impactful solutions. Adaptable and quick to learn, with a passion for continuous learning and innovation in fast-paced environments. Proven ability to navigate change and apply new knowledge effectively.

Overview

18
18
years of professional experience

Work History

Escalation Expert

Sunrun
Menifee, CA - Remote
07.2023 - Current
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
  • Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Collaborated with several departments in order to provide accurate case status'.
  • Regularly presented case issues to leadership and found opportunities for process improvement.
  • Maintained top level efficiency, customer satisfaction/survey scores
  • Caseload involved both pre activation and post activation solar systems
  • Reset expectations with customers in an effort to align with company initiatives and maintain company stock

CX Pro

Sunrun
Temecula, CA - Remote
05.2022 - 07.2023
  • In charge of making sure CTP's (customer touchpoints) and Rollover Callbacks among other priorities and initiatives are resolved daily in an efficient manner
  • A team player but also reliable as an independent contributor to work through projects- providing a great customer experience from SRA - Activation
  • Consistently remained a top performer while on the team, exceeding league points goals, etc.
    Monitoring projects closely, providing updates every 14 days minimum
  • Communicated while involving necessary teams, contacts, leads, departments to move projects along - especially extremely aged projects from Vivint
  • Schedule SOW (scope of work) and installations using Dispatch Console
  • Review status of service contract(s), service contract event(s) & Cases related to service calls, etc
  • Consistently improved in efficiently working thru projects utilizing reports, WFM, etc
  • Aligned with company goals and remained up to speed with required trainings, badges, etc.
  • Averaged approx 200 League Points quarterly, while managing 275+ projects
  • Able to adapt to different customers and audiences while achieving the end result as quickly as possible, while minimizing any cost or reputation damage to Sunrun
  • Provide and negotiate viable solutions, while deescalating when necessary

Account Coordinator I

Freedom Forever
Temecula, CA
03.2019 - 05.2022
  • Reviewed completed projects to verify conformance with safety, environmental and quality control requirements.
  • Maintained open and effective communication with team members.
  • Responded to customer inquiries in a prompt and efficient manner.
  • Reviewed customer requests, resolved questions and defined specifications before moving projects forward
  • Managed entire project life cycle from initial concept through final completed
  • Utilized forward-thinking approach for uncovering and solving delays for projects and placing them back into the active pipeline
  • Identified, addressed and either resolved or escalated project issues.
  • Communicated project related finance discrepancies to appropriate departments
  • Issued out change orders for system related discrepancies
  • Issued out riders for administrative related discrepancies
  • Built Scope of Work and presented to sales for either approval or denial
  • Calculated project specific adders that determined sales commissions (price per watt conversion)

Collections Specialist

Discover Financial Services
West Valley City, Utah (UT)
07.2018 - 02.2019
  • Organized payment arrangements to resolve account delinquencies
  • Maintained a high customer care/ needs rating; Perfect Quality scores
  • Top 5% in performance
  • Coded/statused accounts appropriately based on POA's and Authorized Third Parties
  • Continued collections training to maintain FDCPA understanding
  • Effectively handled escalated calls by de-escalating
  • Worked well under pressure and provided best practices for my team members
  • Recorded and updated customer accounts with accurate contact information.
  • Arranged for debt repayment and established repayment schedule based on customer finances.
  • Negotiated credit extensions to assist customers in paying overdue accounts.
  • Reviewed accounts to determine payment plan compliance.
  • Located and monitored overdue accounts using billing system to begin collections process.
  • Mentored new members on scripts, strategies and company information to maximize performance.

Negotiator

Americor Funding
Irvine, CA
08.2017 - 05.2018
  • Worked collectively with management, client services, and accounting departments
  • Reviewed clients' accounts to determine "opportunity" for settlements
  • Emailed & Faxed proposals/ Power of Attorney (POA)
  • Learned hardships and provided them to creditors to leverage negotiations
  • Processed and calculated settlements, manipulated figures to make them work (creative resolution- balloon payments, 1st payment out 30+ days
  • Avg 4-9 daily settlements, call time - 4/5 hours - calls - 75

Collections Associate

SDCCU
San Diego, CA
05.2016 - 01.2017
  • Inbound and Outbound calls to assist member's with secured and unsecured loans/credit cards.
  • Processed payments, set up auto-payments and assisted member's with hardship options, if needed.
  • Averaged 110 dials/day, working an average 90 accounts/day.
  • Primarily handled the "courtesy que" (
  • Provided overrides to tellers from other branches.
  • Initiated collection processes/ sent appropriate letters at various stages of collection efforts.
  • Revoked credit lines, skip traced on accounts, ordered field chases to track down debtors.
  • Processed POA's and C&D's.

Telecommunications Education Advisor

APT College LLC
Carlsbad, CA
05.2014 - 02.2016
  • Vocational/Technical College providing courses and Degree programs for Telecomm, Solar, and Power industries.
  • Main roles include confirming and entering enrollments into Salesforce and determining students' goals related to advancement within their career fields.
  • Assisted with marketing campaigns to build and support current classes (i.e.
  • Phone calls, emails, texting).
  • Explaining and assisting students with funding and documentation in a timely manner.
  • Assisted with students with our web portal for both college and corporate training.
  • Assisted with processing payments in support of the accounting department.
  • Created reports for upper management for improved customer support and tracking purposes.

Loan Advisor/ Rehab/ Default Team

First Associates Loan Servicing, LLC
San Diego, CA
12.2011 - 05.2014
  • High volume call center from various clients, including approx.
  • 18 portfolios: all of which had different guidelines, grace periods, methods of receiving statements.
  • Placed approx 100 outbound calls daily, ran the auto dialer/ predicative system, and dealt with programs: NLS, Five9, TLO,CBC Innovis, and Payments Gateway.
  • Serviced private student loans, answered all loan related questions, processed payments, set up auto-draft for borrowers, and processed forbearance requests.
  • Data entry, customer service, email/correspondence.
  • Assisted borrowers in online access to view their e-statements and making payments.
  • One of the top performers with Promise to pays and promises kept, leading advisor with set up auto-drafts for borrowers' accounts.
  • Collected on defaulted accounts for specific portfolios, maintained a top 2 production level and averaged $50k/month.
  • Negotiated settlements and payment arrangements.
  • Consulted with borrowers and offered expertise on their specific situation.

Mortgage Banker Assistant

BluFi Lending
Carlsbad, CA
06.2011 - 12.2011
  • Handled inbound and made outbound calls for a mortgage lender specializing in internet clientele in a highly competitive business environment.
  • Worked as a financial consultant to prequalify prospective borrowers for home loans and refinances.
  • Provided mortgage information and established rapport to discover clients' needs and provide product benefits to them.
  • Assisted callers to accomplish their goals by promoting the features and benefits giving my company a competitive advantage in the market.

Account Manager

ARS National Services
Escondido, CA
06.2009 - 10.2010
  • Assisted debtors with account information, due dates, and recommendations to better their situation.
  • Worked an average of 300-400 accounts per day.
  • Negotiated with attorneys, debtors, and debt settlement companies.
  • Settled out accounts between 40%-80% (Depending on balance and intentions).
  • Prioritized accounts based on total amount owed and credit bureau reports.
  • Overcame objections by applying advanced training and persuasion techniques.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.

Sales Manager

Elocal Listing LLC
Temecula, CA
11.2006 - 05.2009
  • Completed sales calls transferred from sales reps introducing our services/ marketing packages to business owners.
  • Managed, mentored, and motivated the sales team.
  • Made certain my team was on script at all times and being ethical with their presentations.
  • Illustrated features/benefits to prospects and obtained their commitment to have a partnership.
  • Distributed leads, trained and managed a team of 30 reps on creative closing and overcoming objections.
  • Implemented the "hook, discovery, t.o" sales method.
  • Generated sales by executing complete sales cycle process and break-even rate-tracking through contract negotiations and close.
  • Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
  • Liaised between cross-functional groups involved in production, design and delivery of products.
  • Leveraged rapport with key retail account leadership to up-sell vendor partnerships.

Education

Bachelor of Science - Project Management

Southern New Hampshire University
Hooksett, NH
03-2026

High School Diploma -

Hemet High School

Skills

  • CRM & Financial Software: Oracle, Sage, Salesforce, Encompass, Leads365, Microsoft Office, Symitar, Akcelerant, Five9, Pipedrive, NLS, CUBS, CBC/Innovis, TLO, Accurint
  • Sales & Account Management: Cold calling, closing, sales training, script writing, client relations, competitive strategy
  • Financial & Collections Expertise: Payment processing, settlements, credit and collections, reviewing financial paperwork, payment management, compliance with legal statutes
  • Customer Support & Communication: Call center experience, rapport building, escalations/de-escalations, email communication, corporate training, exceptional survey results from highly escalated customers
  • Process Optimization & Research: Root cause analysis, investigative research, documentation, problem-solving, process improvement, performance enhancement strategies
  • Strategic & Analytical Thinking: Business strategy development, KPI tracking, data-driven decision-making, workflow automation, and continuous improvement initiatives

References

References available upon request

Work Preference

Work Type

Full TimeContract Work

Work Location

RemoteHybrid

Important To Me

Career advancementWork-life balanceCompany Culture

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Escalation Expert

Sunrun
07.2023 - Current

CX Pro

Sunrun
05.2022 - 07.2023

Account Coordinator I

Freedom Forever
03.2019 - 05.2022

Collections Specialist

Discover Financial Services
07.2018 - 02.2019

Negotiator

Americor Funding
08.2017 - 05.2018

Collections Associate

SDCCU
05.2016 - 01.2017

Telecommunications Education Advisor

APT College LLC
05.2014 - 02.2016

Loan Advisor/ Rehab/ Default Team

First Associates Loan Servicing, LLC
12.2011 - 05.2014

Mortgage Banker Assistant

BluFi Lending
06.2011 - 12.2011

Account Manager

ARS National Services
06.2009 - 10.2010

Sales Manager

Elocal Listing LLC
11.2006 - 05.2009

High School Diploma -

Hemet High School

Bachelor of Science - Project Management

Southern New Hampshire University

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