Customer Service Quality Assurance

Stephanie Kennelly

Email: *********@********.***

Address: *** ***** ***** ****** *** 2134

City: Chandler

State: AZ

Zip: 85224

Country: USA

Phone: 480-***-****

Skill Level: Management

Salary Range: $80,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

~ JOB POSITION ~

Focus of Interest: Management Leadership

QUALIFICATIONS PROFILE

Innovative, flexible, and performance-focused professional, offering broad-based experience in core business operations, human resource administration, finance, and people development. Highly enthusiastic to proactively apply all management and coaching experience to all fields of endeavors. Versatile, hands-on leader equipped with well-defined and well-honed analytical, communication, presentation, and organizational skills. Highly capable of multitasking within fiercely competitive and fast-paced environments, without compromising quality and timely completion of projects. Known for outstanding work ethic and unsurpassed dedication to consistently produce remarkable results.

CORE COMPETENCIES

Business and Financial Operations

General Management and Supervision

Employee Development

Training and Development

Customer Service and Relations

Strategic Planning and Analysis

Rapid Conflict Resolution and Management

Organizational Leadership and Team Building

PROFESSIONAL EXPERIENCE

University of Phoenix Tempe, AZ (2008-Nov 2012)

FINANCE MANAGER AUG 2010-NOV 2012

Preside over the training and implementation of new ideas and processes for a team of over 10 employees.

Solely maintain departmental staffing levels, which include interviewing, hiring, disciplinary action, and termination of employees; utilize the behavioral competency model in screening and interviewing applicants.

Maintain direct involvement with the management at various levels in ensuring successful execution of initiatives and strategies.

Evaluate and approve all human resource-related requests; create monthly performance plan for employee improvement focusing on strengths and area of opportunity; and motivate employees to help grow the organization through referral generation.

Expertly coached and developed employees toward continued customer service and professional development.

Established strategic and business objectives that met current and future organizational needs.

Successfully took the team from the 6th worst out of 11 in the Western to progressive #1 spot and maintained it for 2 years.

Achieved high team NPS score in adherence to customer satisfaction and likelihood on recommended services.

FINANCE ADVISOR OCT 2008-AUG 2010

Rendered key assistance to students in maintaining requirements of funding source and ensuring adherence to key standards and procedures.

Spearheaded pre-quality assurance (QA) packets for numerous ground campus finance advisors.

Built and maintained positive working relationships with managers and students in consistently delivering satisfactory customer service through e-mail and phone calls.

Significantly ranked in the Top 10 Finance Advisor of the Western Region for a straight one and a half year, outperforming 117 other colleagues in the university.

Awarded with the Finance Advisor of the Quarter Excellence Award for three straight quarters.

Engaged to attend the Leadership Summit for top performance employees in May, 2010.

AmeriCredit Finance (Currently known as General Motors Financial Company, Inc.) Chandler, AZ

CUSTOMER ACCOUNT SPECIALIST/COLLECTOR FEB 2007-OCT 2008

Proficiently located and monitored overdue accounts through computers and a wide array of automated systems; recorded information on financial status of customers as well as collection effort status.

Conducted inbound and making outbound calls in negotiating payment arrangements on delinquent accounts.

Facilitated the arrangement of debt repayment and creation of repayment schedules based on customers' financial situations.

Rendered assistance and support to all levels of personnel and customers in all aspects of business operations, including regulatory compliance, customer service, account management, and order processing.

EDUCATION AND CERTIFICATE

BACHELOR OF SCIENCE IN CRIMINAL JUSTICE ADMINISTRATION: 2012

University of Phoenix Tempe, AZ

MEDIATION CERTIFICATE: 2009

University of Phoenix Tempe, AZ

PROFESSIONAL DEVELOPMENT

Management Development Program

Situational Leadership Diversity Training

Lominger Leadership Development Team Collaboration Effectiveness

ACTIVITY

Team Consult Meeting (TCM) Ambassador, University of Phoenix

TECHNICAL ACUMEN

Microsoft Office Suite (Word, Excel, and Outlook) PeopleSoft

Oracle Financials MYHR OSIRIS

IS3 CAP Oracle/GUI Campus Tracking

Internet Applications

STEPHANIE KENNELLY

635 SOUTH ELLIS STREET APARTMENT #2134, CHANDLER, ARIZONA 85224 480-***-**** *********@********.***

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