RUTHANNE KENNEY

RADFORD, VA • 410-***-**** • adzzso@r.postjobfree.com

CUSTOMER SERVICE SPECIALIST

CUSTOMER SERVICE • OPERATIONS MANAGEMENT • PROJECT MANAGEMENT Providing exceptional customer service through various channels such as phone, email, and live chat. Dynamic and Results-driven Professional with a proven track record of delivering exceptional support to clients across diverse industries. Proficient in resolving inquiries, complaints, and issues swiftly and professionally. Skilled in active listening, problem-solving, and effective communication to ensure customer satisfaction. Adept at utilizing various CRM systems to maintain accurate records and facilitate efficient customer interactions. Consistently meet or exceed performance targets and KPIs, demonstrating strong attention to detail and time management. Recognized for outstanding interpersonal skills and the ability to build rapport with customers, fostering long-term relationships. Experienced in training and mentoring junior team members, contributing to the overall improvement of service quality. Knowledgeable in handling escalated cases with composure and providing effective solutions. Adaptable and committed to continuously enhancing customer service strategies for optimal client retention and business growth. Signature Strengths:

Customer Relationship Management (CRM) Quality Assurance Strategic Planning Vendor & Stakeholder Management

Process Improvement Product Knowledge Business Development Team Leadership & Building Loss Prevention

Customer Experience Logistics Management Account Management Inventory Management Contact Centers PROFESSIONAL EXPERIENCE

BREAD FINANCIAL (REMOTE) JUL 2022 - PRESENT

Collections Specialist

Overview: Aligned the organization for growth by executing timely and efficient cash collection processes, ensuring the recovery of outstanding debts, and maintaining financial stability. Successfully processed financial transactions related to debt collections, including payment processing, adjustments, and refunds, with precision and accuracy. Played an integral role in developing and refining collections strategies, contributing to improved recovery rates while ensuring positive customer experiences. Selected Career Benchmarks:

Touted and epitomized excellence in customer service through a steadfast commitment to prioritize customer satisfaction and positive experiences in all collection interactions.

Laid groundwork to improve collections strategies by utilizing contact center management techniques, including predictive dialing and call prioritization, to optimize debt recovery.

Achieved the highest standard of excellence by analyzing and identifying root causes of payment delays or disputes, employing problem-solving skills to devise effective solutions that enhance the quality of debt collection processes.

Generated reports and provided valuable insights into collection performance, facilitating data-driven decision-making to enhance processes and achieve optimal outcomes continuously. ALLY FINANCIAL LEWISVILLE, TX APR 2016 – JUN 2022 Senior Consumer Loss Prevention Specialist

Overview: Evaluated and executed updates for Leadership training programs, aiming for state-of-the-art perfection in leadership development. Actively participated in Measured Learning Activities, contributing to continuous improvement in employee skillsets and quality awareness. Successfully migrated New Hire testing to the advanced Class Marker platform and facilitated training to transition teams to the new system seamlessly. Conducted thorough reviews of DNCC C/D DNCB to guarantee accurate application, striving for state-of-the-art perfection in compliance.

Selected Career Benchmarks:

Spearheaded a comprehensive revamp of the New Hire training program, leading program facilitation to maximize individual resources and enhance the quality awareness of new employees.

Demonstrated excellence in completing extension activities, including responding to customer inquiries and meticulously processing checks received in the mail to fulfill team contracts while also training fellow team members.

Led the extension process for customers, ensuring efficient and high-quality service delivery.

Consistently ranked among the Top 20% of Collectors, reflecting a commitment to excellence in debt collection.

Recognized with 2 PDP, 3 PDP, and Roll Blocker accolades for consistently exceeding performance expectations and demonstrating proactive planning and management skills. RUTHANNE KENNEY P AGE 2

CARROLL COUNTY PUBLIC SCHOOLS WESTMINSTER, MO AUG 2005 – JUN 2015 Principal, Assistant Principal, Special Education Teacher Overview: Demonstrated consistently distinguished performance by expertly overseeing course management within the Learning Management System (LMS), ensuring seamless delivery and superior learning experiences. Authored and executed complex Title 1 and II Federal grants, securing vital resources to enhance educational offerings. Catalyzed immediate positive change by leveraging data- driven insights to meticulously assess program effectiveness, resulting in optimized outcomes and resource allocation. Selected Career Benchmarks:

Paved the way for the company by spearheading recruitment efforts, handpicking top talent, and cultivating a high- performing team through rigorous training and continuous evaluation.

Ignited company growth through pioneering the creation of dynamic and tailor-made Professional Development programs, aligning them with organizational goals to nurture staff excellence.

Collaborated with a cross-functional team to craft and execute a comprehensive School Improvement Plan, aligning it with state benchmarks and fostering continuous enhancement in educational standards. EDUCATION

Cambridge College, Cambridge, MA

Certificate Advanced Graduate Studies - Administration Regent University Virginia Beach, VA

Masters of Arts – Teaching

Southern Connecticut State University, New Haven, CT Bachelor of Science – Special Education

TECHNICAL ACUMEN

Microsoft Office Suite CRM Salesforce Course Manager LMS

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