Kendra LaCosta

Director, Administration

Kendra is the Director of Administration for Cordjia and is also an active contributor in the company’s Business Advisory Services practice. She is responsible for personnel, financial planning and accounting, professional development, and all administrative and planning activities. She also directly supports Cordjia’s clients with a particular emphasis on call center operations and customer relationship marketing (CRM) strategies.

Kendra has held a variety of roles in her 14 years with MBNA and with several smaller companies.The bulk of her senior management experience was spent within the call center management arena, with full accountability for centers of up to 1,400 agents and end-line accountability for the Customer Retention and Inward Telesales divisions, among others. She has held director level positions in strategic planning for existing customer optimization and project management. In addition, she has held significant roles in customer service, collections, credit processing, and new account marketing.

Her project management experience includes developing a performance management plan for over 3,000 representatives, developing the requirements for and managing the rollout of desktop interfaces for two major call centers, and developing MIS reporting packages for several large business divisions. She also spent four years as one of the core participants who launched a full scale, enterprise wide, customer relationship marketing strategy across MBNA’s $130 billion consumer lending business including existing customers and new prospects.

Kendra received BS degrees in Finance and Political Science from the University of Oklahoma.