Customer Service & Banking Technical Support

LYLAYSHEIA HIGH

San Antonio, TX ***** 210-***-**** ***********@*****.***

CUSTOMER SERVICE BANKING SUPPORT TECHNICAL SUPPORT REMOTE WORK PROFESSIONAL

PROFESSIONAL SUMMARY

Dedicated Customer Service, Financial Services, and Technical Support professional with 8+ years of experience supporting customers in remote and fast-paced environments. Proven success resolving complex account and technical issues, delivering exceptional customer experience, and coaching team members to achieve performance goals. Skilled in banking operations, account management, remote troubleshooting, customer retention, and virtual communication. Recognized for professionalism, attention to detail, and the ability to build strong customer relationships while consistently meeting quality and productivity standards.

CORE COMPETENCIES

Customer Service Excellence, Remote Customer Support, Work-from-Home Operations, Banking & Financial Services, Account Management, CRM, Technical Troubleshooting, iOS Support, Escalation Resolution, Online Chat & Virtual Support, Team Leadership & Coaching, Quality Assurance, Microsoft Office Suite, Data Entry & Documentation, Time Management, Problem Solving, Process Improvement.

PROFESSIONAL EXPERIENCE

Concentrix – American Express Banking Customer Service

AUG 2022 – APRIL 2026

Assisted customers with opening and managing savings, checking, CD, IRA, and trust accounts.

Resolved account-related inquiries while ensuring compliance with banking policies and procedures.

Educated customers on digital banking tools and online account management features.

Maintained accurate customer records and prepared documentation with a high level of attention to detail.

Delivered exceptional customer service in a remote environment while meeting performance and quality expectations.

Built strong customer relationships through empathetic communication and effective problem resolution.

Apple Inc. – iOS Technical Support Team Lead

APRIL 2019 – JUNE 2022

Led technical support operations for Apple iOS products and services using Apple's P.A.I.R. troubleshooting framework.

Diagnosed and resolved complex software, hardware, and account-related issues for customers.

Achieved outstanding issue-resolution performance while maintaining customer satisfaction.

Trained, coached, and mentored new team members on customer service, troubleshooting procedures, and quality standards.

Managed escalated customer concerns and successfully de-escalated challenging situations.

Successfully supported customers and team members in a remote work environment while maintaining productivity and service excellence.

Alamo College – Data Entry / Receptionist / Secretary (Temporary)

MAY 2018 – JULY 2019

Maintained and verified records with exceptional accuracy and attention to detail.

Corrected documentation errors and ensured proper record management procedures were followed.

Supported daily administrative operations, scheduling, filing, and office communications.

Handled confidential information professionally and efficiently.

Transcom – Technical Support / Billing Specialist

JAN 2015 – MAY 2018

Provided Tier I technical support for voice, internet, and television services.

Assisted customers with billing inquiries, payment processing, and account maintenance using Remedy software.

Supported quality assurance initiatives through monitoring and coaching activities.

Improved customer experience by identifying solutions that reduced response times and increased issue resolution efficiency.

EDUCATION

Orion High School – High School Diploma (2016)

ADDITIONAL QUALIFICATIONS

8+ years of customer-facing experience. Extensive phone, chat, and virtual support experience. Proven ability to work independently in remote environments. References available upon request.

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