Kendal Thyfault
Evans
Summary
Persuasive communicator focused on tapping into customer loyalty and bringing delinquent accounts current. Savvy to typical customer responses and prepared to use scripts and personal expertise to overcome objections. Confident and collected in challenging situations.
Resourceful Recovery Specialist known for productive and efficient task completion. Skilled in debt recovery strategies, negotiation techniques, and financial analysis. Excel at communication, problem-solving, and empathy, ensuring successful interactions with clients to achieve resolution goals. Committed to delivering results while maintaining compliance with industry regulations and standards.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
14
14
years of professional experience
2013
2013
years of post-secondary education
Work History
Senior Recovery Specialist Supervisor
PFC USA
03.2021 - 03.2025
- Supervise a team of up to 20 debt collection recovery specialists on a daily basis.
- Monitor team dynamics and ensure productivity and performance standards are consistently met.
- Create, adjust, and manage daily and weekly schedules to ensure adequate coverage and operational efficiency.
- Approve time-off requests and manage attendance tracking.
- Implement disciplinary measures in accordance with company policy.
- Document infractions and follow up with corrective action plans as needed.
- Maintain comprehensive and accurate documentation of team activities, coaching sessions, and performance evaluations.
- Ensure compliance with all regulatory and company documentation standards.
- Conduct regular audits of employee work performance to ensure quality and compliance.
- Use audit findings to inform coaching and training initiatives.
- Monitor and track individual and team progress against KPIs and objectives.
- Prepare and submit detailed monthly progress reports to upper management.
- Provide one-on-one coaching sessions to support employee development and performance improvement.
- Offer motivational support to maintain team morale and drive results.
- Train newly promoted individuals and ensure they are equipped with the skills and knowledge necessary for their new roles.
- Establish and manage individual workloads to maintain efficiency and meet departmental goals.
- Organize team contests and other engagement activities to foster a positive and competitive team culture.
- Recognize and reward outstanding performance.
- Mentor and guide team leaders to help them develop leadership skills and achieve their team's goals.
- Address team questions and concerns promptly and effectively.
- Handle escalated supervisor calls with professionalism and adherence to company policy.
- Assessed risk levels and developed appropriate plans for debt resolution.
- Maintained up-to-date records of all collections efforts, including contact attempts and payments received.
- Developed and implemented debt collection strategies to maximize return on investment.
- Reviewed and evaluated client progress in relation to measurable goals described in treatment and care plans.
- Facilitated communication between creditors and debtors throughout the collections process.
- Reviewed legal documents such as judgments, liens, garnishments to determine recoverability.
- Counseled participants individually or in group sessions to assist in overcoming dependencies and adjusting to life.
- Performed skip-tracing activities to locate hard-to-find accounts receivable information.
- Conducted thorough investigations into credit histories and financial background of customers.
- Performed post-collections activities such as updating databases or filing paperwork related to settlements.
Senior Recovery Specialist II
PFC USA
02.2017 - 03.2021
- Handled calls regarding attorney letters, court summons, wage and bank garnishments, legal stipulations, voluntary payment arrangements, employment verification, etc.
- Skip traced consumers to obtain location information and possible assets.
- Verified property ownership through various county assessor's offices.
- Obtained employment verification.
- Used Microsoft Word and other software tools to create documents and other communications.
- Supported department leadership in implementing new policies and procedures.
- Created legal action requests on eligible accounts for suit.
- Oversaw settlement negotiation and approval for various clients.
- Assisted consumers in resolving accounts and avoiding continued legal action.
- Trained new hires and offered ongoing coaching.
- Listened and responded to consumer requests and forwarded necessary information to superiors.
Server
Luna’s Tacos and Tequila
Greeley
06.2019 - 12.2019
- Delivered excellent customer service at Luna's Tacos and Tequila
- Managed tables, ensuring timely service and satisfaction
- Collaborated with kitchen staff for order accuracy
- Maintained cleanliness of dining area and equipment
- Guided guests through menu options and specials
- Assisted in training new servers on procedures
- Processed payments efficiently using POS systems
- Communicated effectively with teammates during busy shifts
- Provided excellent customer service to ensure satisfaction.
- Performed opening and closing duties such as setting up the dining area, restocking supplies.
- Provided exceptional service to high volume of daily customers.
- Took orders from customers accurately and in a timely manner.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Operated POS terminals to input orders, split bills, and calculate totals.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Responded efficiently to guest inquiries and complaints in a professional manner.
Customer Service Cashier
711
Greeley
06.2016 - 02.2017
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Performed store opening and closing duties as required.
- Built positive relationships with customers by providing friendly and helpful service.
- Performed daily opening and closing duties such as counting out cash drawers and verifying amounts against sales receipts.
- Provided assistance to other team members when needed to ensure the smooth operation of the store front end.
- Followed all safety protocols regarding cash handling and security procedures.
- Used POS system to compute accurate sales prices for purchase transactions.
- Replenished stock on shelves ensuring availability of items for customers.
- Ensured compliance with company policies and procedures for handling money, including counting back change accurately.
- Assisted customers with locating products throughout the store and provided product knowledge information as needed.
- Applied suggestive selling techniques to increase sales.
- Adhered to all health code regulations regarding food handling practices within the store.
- Utilized problem solving skills to troubleshoot technical difficulties with POS systems or credit card machines.
- Maintained accurate cash drawers throughout shifts and performed regular reconciliations.
- Provided exceptional service to customers, addressing inquiries and resolving issues.
- Assisted with inventory management by restocking shelves and monitoring product levels.
- Ensured cleanliness and organization of the checkout area for optimal customer experience.
- Collaborated with team members to improve service delivery and streamline operations.
- Trained new cashiers on company policies, procedures, and customer service standards.
- Greeted customers and provided friendly customer service.
- Operated cash registers to process payments for goods and services.
- Collected credit card and cash payments to complete transactions for customer orders.
- Assisted co-workers with tasks as needed to ensure smooth operations of the store.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Balanced cash drawers at the end of each shift.
- Complied with all health and safety regulations while performing job duties.
- Stocked shelves, racks, cases, bins, and tables with new or transferred merchandise.
- Refilled and rotated items on shelves to maintain well-stocked inventory.
- Assisted customers with locating merchandise within the store.
- Ensured that all areas of the retail floor were properly stocked throughout each shift.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
Manager on Duty
Taste of Philly
10.2012 - 05.2016
- Performed day-to-day assignments in addition to oversight duties.
- Maintained a high level of professionalism while handling difficult customer issues.
- Trained new employees in all aspects of the job, providing ongoing support and feedback.
- Performed each and every job position in addition to overseeing employees on shift.
- Managed daily operations, including overseeing staff and customer service.
- Monitored employee tasks and provided suggestions for increased productivity.
- Enforced safety protocols to ensure a safe working environment for staff members.
- Provided guidance and leadership during peak business hours when necessary.
- Planned special events, promotions, and other marketing initiatives aimed at increasing revenue streams.
- Hired and onboarded new associates, providing ongoing training and constructive feedback.
- Trained new employees on company policies, procedures and work ethics.
- Delegated tasks to team members according to individual strengths.
- Communicated employee, customer and workplace needs to managers.
- Motivated employees to reach highest professional potential.
- Resolved conflicts between team members and departments.
- Answered customer questions and made product recommendations according to needs.
- Created weekly schedules based on predicted staffing needs, budgets and employee requests.
- Oversaw personnel to maintain adequate staffing and minimize overtime.
Hostess and Food Runner
On The Border Restaurant
Grand Rapids
03.2011 - 07.2012
- Greeted and seated guests in a friendly and welcoming manner.
- Managed waitlists and reservations efficiently to optimize seating capacity.
- Coordinated with servers and kitchen staff for smooth service flow.
- Ensured cleanliness and organization of the dining area at all times.
- Provided menu information and answered guest inquiries about specials.
- Trained new host staff on restaurant procedures and customer service standards.
- Maintained knowledge of daily specials and promotions to inform guests effectively.
- Greeted guests warmly upon arrival, seating them promptly.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Managed the waiting list, ensuring that all parties were seated in a timely manner.
- Built positive relationships with other front-of-house and kitchen staff.
- Demonstrated strong interpersonal skills when interacting with customers.
- Stayed attentive to server availability and table turnover to quickly seat guests.
- Assisted servers in bussing tables when needed during busy periods.
- Supported serving staff, food runners and bussers to keep dining room presentable and ready for guests.
- Responded appropriately to customer complaints, bringing major issues to attention of manager on duty.
- Scheduled reservations and notified servers and managers of large groups to prepare seating in advance.
- Managed guest expectations by relaying information regarding hours, wait times, and specials.
- Provided menus to customers and answered questions regarding menu items.
- Performed regular restroom checks to restock supplies and handle minor cleaning.
- Took beverage orders and served drinks during peak meal times.
- Ensured compliance with health and safety regulations at all times.
Education
Caledonia High School
Caledonia, MISome College (No Degree) - Psychology
Aims Community College
Greeley, COSkills
- Reliability
- Ability To Multi Task
- Active Listening
- Analytical and Critical Thinking
- Asset Recovery
- Asset Verification
- Cash Handling
- Creative Problem Solving
- Customer Service
- Debt Negotiations
- Disciplinary proceedings
- Documentation
- Employee Engagement
- Employee Onboarding
- Excellent Communication
- Food Preparation
- Judgment And Decision Making
- Negotiation Skills
- Organizational Development
- Payment Solicitation / Scheduling
- Professionalism
- Repayment Plan Development
- Scheduling
- Self Motivation
- Settlement Negotiations
- Staff Management
- Supervisory Experience
- Time Management Skills
- Performance auditing
- Risk assessment
- Debt collection strategies
- Customer relationship management
- Conflict resolution
- Policy implementation
- Team leadership
- Employee training
- Attention to detail
- Multitasking capacity
- Group facilitation
- Goal setting
- Written communication
- Self motivation
Timeline
Senior Recovery Specialist Supervisor
PFC USA
03.2021 - 03.2025
Server
Luna’s Tacos and Tequila
06.2019 - 12.2019
Senior Recovery Specialist II
PFC USA
02.2017 - 03.2021
Customer Service Cashier
711
06.2016 - 02.2017
Manager on Duty
Taste of Philly
10.2012 - 05.2016
Hostess and Food Runner
On The Border Restaurant
03.2011 - 07.2012
Caledonia High School
Some College (No Degree) - Psychology
Aims Community College