Customer Service Representative

KEISHA BYRD

Reynoldsburg, Ohio ***** ● 740-***-**** ● *********@*****.***

CUSTOMER SERVICE REPRESENTATIVE

SUMMARY OF QUALIFICATIONS

Customer service-oriented professional with over 16 years of experience serving clients in various fields, with the ability to learn quickly and efficiently. As an Accounting major at Central Ohio Technical College, I am familiar with the needs to maintain and update account records that include receipts, expenditures, loss, profits, inventory balancing, reconciliations, account payables, and account receivables. I am seeking a position within the customer service field that can utilize my knowledge, skills and experience, as well as increase those skills through the service of clients.

Core Competence

• Customer Service

• Teamwork

• Communication

• Time Management

• Responsibility

• Problem Solving

PROFESSIONAL EXPERIENCE

Contact Center Agent June 2023-November 2023

EPIQ SYSTEMS Dublin, OH

• Professionally answering inbound and making outbound calls, addressing caller inquires.

• Handles potential claimant inquires.

• Performing research using available resources to provide information to callers.

• Routing calls to appropriate resources when complex issues arise. Client Service Representative March 2022-November 2022 BNY MELLON Columbus, OH (telework)

• Provides quality support to clients with moderately complex transactions or under general supervision.

• Assists clients by responding to phone, email and other inquiries regarding company products, services and procedures.

• Responds to straightforward client question on BNY Mellon product features and provides more advanced technical assistance.

• Investigates errors in client accounts and statements.

• Routes issues that cannot be addressed at point of contact to appropriate team, in accordance with documented procedures.

• Reviews daily open items to ensure proper follow-up and closure.

• Assists junior colleagues in resolving outstanding issues.

• No direct reports, but may be asked to provide guidance to less experienced staff.

• Responsible for the quality and completion of own work. CUSTOMER SERVICE SPECIALIST-1

November 2021- December 2021

HUNTINGTON NATIONAL BANK Columbus, OH

• Provide outstanding service to and builds relationships with over 100 customers every day.

• Recognize cross-sell opportunities and refer customers to our Personal Banking team Work individually and as a team to meet and exceed established goals, ie. referral goals, call handle time goals, availability goals and quality goals.

• Maintain up to date knowledge on Huntington products, services, technology, and procedures.

• Compile documentation necessary for effectively fulfilling customer needs.

• Document all notes required in the appropriate systems so that other colleagues can understand what has transpired with the customer's account.

LIFE RESPONSE CENTER REPRESENTATIVE January 2020 – October 2021 STATE FARM LIFE INSURANCE New Albany, OH

• Taking calls from State Farm agents as well as policy holders.

• Assisting insurance agents with changing/ adding onto insurance policies.

• Updating customer information into the system.

• Navigating through dual monitors.

SOCIAL SERVICE WORKER II September 2019 - October 2019 FRANKLIN COUNTY JOB AND FAMILY SERVICES Columbus, OH

• Conduct initial interviews with public for abuse/neglect investigations.

• Collect, organize and receive abuse/neglect referrals from case-workers, other agencies and the general public, and develop documentation for permanent case record.

• Refer to higher level Social Service Worker and/or Supervisor for further case determinations.

• Advise public of agency procedures.

• Complete forms, reports, case records, logs and correspondence; input data into computerized logs.

• Organize record documentation (e.g., photos, audio/video tapes, handwritten/typed notes, written summaries, risk assessment packets, case plans, Central Registry and Conclusion Forms) for supervisory approvals and agency record retention program.

• Provide information and referral services for clients not accepted for direct service; maintain contact with other agencies; provide clerical support

• Assist supervisor in preparing reports and data collection. CUSTOMER SERVE REPRESENTATIVE

November 2018

STATE AUTO Columbus, OH

• Utilize various State Auto and third-party systems to respond to incoming telephone inquiries and resolve any related issues.

• Provide follow up resolution to customers via outgoing calls and correspondence templates.

• Process policy corrections according to company guidelines.

• Authorize write-offs of various fees and charges according to company guidelines and procedures.

• Meet Department Service Level Agreements.

PAYMENT SOLUTIONS ADVOCATE June 2015 - August 2018 ALLIANCE DATA Whitehall, OH

• Provided quality customer service to secure payment arrangements on delinquent credit card accounts.

• Made outbound and received inbound customer calls.

• Skipped traced and utilized automated dialer to communicate with customers.

• Utilized time-management and organizational skills necessary to effectively handle multiple expectations and thrive in a performance-based call center environment.

• Listened to and resolved customers' complaints regarding products or services. CUSTOMER SERVICE REPRESENTATIVE October 2014 - June 2015 ALLIANCE DATA Whitehall, OH

• Listened to and resolved customers' complaints regarding products or services.

• Answered inbound calls from customers, as well as in-store brand partner associates, in the retail environment.

• Handled late fee inquiries and waivers, while following company and client policies.

• Used the VCARS program system to record customer interactions.

• Assisted customers with redemptions, disputes, and inquiries regarding the Loyalty Rewards program.

• Performed credit card line increases and authorized sales for in-store customers. COLLECTIONS SPECIALIST June 2012 - August 2014

GC SERVICES Columbus, OH

• Adhered to FDCPA, federal, state, city laws and provisions, and FDCPA testing.

• Negotiated payment arrangements with customers to pay off delinquent credit accounts.

• Responsible for collecting assigned monthly budgets.

• Responsible for documenting all collection activity in a concise and accurate manner.

• Responsible for correcting deficiencies and oversights during quality assurance reviews or as outlined by manager.

• Maintained good public relations.

• Performed other duties as assigned.

BANK TELLER January 2009 - April 2012

FIBERGLAS FEDERAL CREDIT UNION Heath, OH

• Responsible for receiving $50,000 in cash and check deposits daily.

• Responsible for inspecting, confirming and examining the deposited checks.

• Provided help to customers with questions of fund availability.

• Ensured the regular requirement of the Credit Union such as Credit Union Secretary Act and Anti-Money Laundering.

• Responsible for providing teller transactions efficiency and quality to members. SALES ASSOCIATE October 2008 - December 2011

JCPENNY Heath, OH

• Greet customers and ascertain what each customer wants or needs.

• Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.

• Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.

• Watch for and recognize security risks and thefts, and know how to prevent or handle these situations.

• Recommend, select, and help locate or obtain merchandise based on customer needs and desires.

• Answer questions regarding the store and its merchandise.

• Exchange merchandise for customers and accept returns. EDUCATION & ACADEMIC EXPERIENCE

ASSOCIATE OF SCIENCE - ACCOUNTING

December 2010

CENTRAL OHIO TECHNICAL COLLEGE Newark, OH

CERTIFICATE - ACCOUNTING TECHNOLOGY December 2009

CENTRAL OHIO TECHNICAL COLLEGE Newark, OH

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