Sha’Quinta Kendrick

Atlanta, Ga § (404) 402-3014 § kendrickshaquinta@yahoo.com

PROFESSIONAL SUMMARY: Driven and adaptable professional with a strong background in customer service, currently pursuing a master’s degree in project management. Passionate about leveraging communication, collaboration, and problem-solving skills to drive business value and enhance customer experiences. Seeking transition into product management by applying analytical thinking, stakeholder engagement, and results-driven strategies. Excited to gain hands-on experience in assessing customer needs, conducting research, and contributing to the development of innovative solutions. Adept at navigating ambiguity, learning quickly, and working effectively within cross-functional teams to achieve strategic objectives.

Areas of Expertise

• Building Positive Relationships • Project Planning and Scheduling • Conflict Prevention

• Consultative Support • Team Building & Leadership • Resource Allocation

• Time management • Effective Communication • Quality Assurance

Education

Master of Science in Project Management, 4.0 GPA

Colorado Technical University – Colorado Springs, CO

Bachelor of Science in Psychology, 3.2 GPA

Columbus State University – Columbus, GA

Professional Experience

Sequium Asset Solutions – Marietta, GA

Payment Processor February 2025 – Present

• Process and post customer payments from various channels such as ACH, Credit Cards and debit cards

• Ensure all payments records are accurate and up to date

• Utilize multiple software applications simultaneously to document payment information effectively.

• Perform account reconciliations and make manual adjustments as needed.

• Handles daily and/or monthly refunds and recurring payments

· Resolve payment issues, disputes, and discrepancies with client accounts to ensure all activities comply with regulations.

Sequium Asset Solutions – Marietta, GA

Debt Counselor July 2022 – February 2025

• Handle a high volume of inbound and outbound calls, assisting customers with inquiries and account resolutions in a professional and empathetic manner.

• Provide clear and concise information on available services, ensuring customers fully understand their options and benefits.

• Utilize multiple software applications simultaneously to document customer interactions and track resolutions effectively.

• Educate customers on self-service tools and resources to enhance their experience and reduce future inquiries.

• Resolve customer issues independently while escalating complex cases as needed to ensure prompt resolution.

· Foster cross-functional collaboration with internal departments to analyze account trends, enabling the identification of process enhancements and efficiency gains.

Willy Mexicana Grill – Atlanta, GA

Catering Sales & Service Manager January 2021-May 2022

• Presented and analyzed longitudinal revenue data on a weekly, monthly, and quarterly basis to track performance and identify trends.

• Managed a team of 60 staff members across 32 stores, providing leadership, guidance, and support to ensure operational excellence and customer satisfaction.

• Supervised 7 courier services responsible for product deliveries across Metro Atlanta, Columbus, GA, and Athens, GA, ensuring punctual and effective distribution.

• Managed the operations of a call center, overseeing a team of 3 employees dedicated to handling over-the-phone catering orders with a focus on accuracy, efficiency, and exceptional customer service.

• Monitored and assessed performance metrics such as call volume, delivery times, and revenue targets, identifying areas for improvement and implementing corrective actions to optimize performance within the project.

Muscogee Youth Development – Columbus, GA

Administrative Assistant January 2019-January 2022

• Reviewed and maintained written and computer files, ensuring accuracy, organization, and accessibility of information.

• Conducted research and collected information to support decision-making processes and facilitate informed actions.

• I collaborated with team members to assist with all budget activities, including accounting tasks such as expense tracking, invoice processing, and financial reporting.

• Managed data entry responsibilities with meticulous attention to detail, ensuring the accurate input and ongoing maintenance of a wide range of records, reports, and essential documents. Utilized various software and database systems proficiently to facilitate efficient data processing. Implemented quality control measures to verify the integrity and completeness of entered information, minimizing errors and discrepancies.

• Maintained confidentiality of sensitive information and adhered to data protection policies and procedures.

Total Systems – Columbus, GA

Fraud Analyst August 2017-January 2019

• Coordinated the support and assistance for a remote portfolio of 35 banking clients, focusing on fraud detection and prevention initiatives.

• Conducted thorough analysis of alerts generated by the fraud detection system, leading comprehensive investigations to ascertain the validity of flagged transactions.

• Leveraged a variety of tools and resources to gather pertinent information and evidence pertinent to suspected fraudulent activities.

• Examined the payment and transaction histories of each investigated account, identifying irregularities and suspicious patterns to aid in fraud mitigation efforts.