Kenisha C.

Experience

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  American Express

  Nov 1995 - Apr 1998

  Credit Analyst

  Managed, discussed and performed collection efforts of delinquent credit cards for personal and business accounts. Maintained clients demographics by inputting them into multiple databases and organizing their personal platforms.

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  McBride Services

  Apr 1998 - Sept 2003

  Human Resources Director

  •Recruitment: Developed and executed recruitment strategies, including candidate sourcing, screening, and interviewing.•Compliance: Ensured adherence to labor laws (FMLA, ADA, Title VII) and managed background/reference checks.•Orientation and Records: Organized new hire orientations and maintained accurate employee records.•Performance and Compensation: Developed performance management systems and designed cost-effective compensation packages.•Employee Relations: Addressed and resolved employee issues, promoting a positive work environment.•HR Analysis: Analyzed survey data to improve HR practices and coordinated benefits programs.•Process Improvement: Evaluated HR processes for efficiency and implemented organizational changes.•Exit Interviews: Conducted exit interviews and supported talent identification and onboarding processes. Show less

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  Bank of America

  Sept 2003 - Dec 2007

  Escrow Analyst

  •Document Management: Prepared and analyzed escrow documents to meet customer needs, negotiating with lenders, buyers, sellers, and attorneys.•Funds Verification: Ensured accuracy before disbursement and supported customers throughout the escrow process.•Collaboration: Worked with colleagues to meet deadlines, ordered documents, and facilitated stakeholder communication.•Scheduling and Organization: Managed signing schedules, organized paperwork, and built strong client relationships.•Loan Analysis: Analyzed loan portfolios, improving processing time and reducing errors, saving $50k annually.•Monitoring and Resolution: Monitored loan transfers, resolved discrepancies, and performed stress tests and credit risk analysis for high-priority clients. Show less

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  Volvo Trucks

  Dec 2007 - Jan 2009

  Senior Credit Analyst

  •Credit Analysis: Evaluated financial statements to assess creditworthiness and devised credit policies.•Risk Management: Managed risk for customer accounts and collaborated with internal teams and external entities.•Recommendations and Resolutions: Presented credit recommendations to management and resolved billing disputes, achieving 98% customer satisfaction.•Process Improvement: Reduced billing cycle time by 35%, late payment penalties by 40%, and enhanced financial reporting efficiency.•Cash Postings and Billing: Improved accuracy in cash postings and client billing using databases like Moody KMV, NACM, D&B, Equifax, and Experian, increasing collections by 25%. Show less

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  329PM Hair Studio

  Jan 2009 - now

  Salon Owner

  •Business Management: Overseeing daily operations, including budgeting, inventory management, and financial planning to maintain profitability.•Team Leadership: Recruiting, training, and leading a team of stylists, colorists, and support staff, fostering a positive work environment and promoting professional development.•Client Relations: Building and maintaining strong client relationships, ensuring personalized service and a high level of client retention.•Marketing & Branding: Developing and executing marketing strategies, including social media management, to attract new clients and enhance the salon’s brand presence.•Customer Service: Ensuring an exceptional client experience by maintaining high standards of service, cleanliness, and professionalism within the salon.•Vendor Management: Establishing and managing relationships with suppliers, negotiating contracts, and ensuring timely procurement of quality products.•Regulatory Compliance: Ensuring compliance with industry regulations and health and safety standards to create a safe and welcoming environment for clients and staff. Show less

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  Spectrum

  Jan 2023 - Jul 2024

  Residential Retention Customer Service Manager

  • Led a team of customer service representatives focused on retaining residential customers and improving customer satisfaction.•Handled escalated customer issues and provided effective solutions to retain service subscribers.•Monitored and tracked team performance metrics, including retention rates, customer satisfaction scores, and call handling times.•Developed and implemented retention strategies and tactics to minimize customer churn.•Conducted training sessions to enhance team skills in customer retention and conflict resolution.• Gathered customer feedback and collaborated with other departments to improve service offerings and address customer concerns. Show less