Kristy Mccoy

Strong knowledge of human resources practices including recruitment, employee relations, and benefits administration. Excellent communication and organizational skills with experience maintain confidentiality and handling sensitive information. Maintain a high level of professionalism in all interactions. Strong technical skills including data entry, Microsoft Office Suite and ability to learn new software and systems.

Payment Processing Representative - Dovenmuehle Mortgage - Elgin, IL

(2013-07 - 2023-01)

• Researched delinquent tax payments and canceled payments for correct amounts and accountant numbers
• Processed overpayment refunds to homeowners' accounts
• Managed homeowner escrow accounts using spreadsheets to verify all homeowner information and tax information
• Conducted detailed tax analysis using formula to verify amounts to be paid was correct
• Communicated with taxpayers and mortgage brokers daily
• Balanced and arranged high-volume wire transfers and automatic payments
• Paid property taxes from homeowners' escrow accounts to assessor office
• Sent delinquency notices homeowners to avoid being penalized
• Met department goals including completing spreadsheets daily and ensuring all notifications sent out properly
• Performed clerical duties including faxing, filing and wiring funds

Customer Service Coordinator/IRT - Verizon Wireless - Elgin, IL

(2005-03 - 2012-02)

• Responded to customer inquiries about billing, payments, phone plans, equipment and service plans
• Used the Workflow Email processing system to manage and log web inquiries
• Created and proofread customized responses for customer satisfaction
• Handled written correspondence from external/internal customers
• Recommended data solutions, products, and services to potential customers
• Accurately routed non-customer emails to appropriate departments
• Utilized online systems (e.g., Visona, ACSS, Info Manager) to research and resolve inquiries
• Performed daily tasks within productivity and efficiency standards
• Assisted the customer care team in achieving goals and objectives

Sr. Rep Credit/Activation - Verizon Wireless - Elgin, IL

(2005-03 - 2006-01)

• Provided inbound customer service and POS support to agents
• Assisted with backup for customer service during high service levels
• Supported manual activation of customer phone services and navigate billing systems
• Knowledgeable in credit system and scoring policies to discuss with customers

Associate of Applied Science - Business Administration Degree - Human Resources Management - William Rainey Harper College (2026-05)

Certificate - Human Resources Management - William Rainey Harper College (2025-05)