KeAnn Wallace

Team Leader Jan. 2020 - Feb 2022

• Built strong relationships with team members through positive attitude and attentive response.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Led team of up to 25 members while providing exceptional customer service.
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Implemented new working processes to deliver multiple improvements.
• Molded team and embraced change to adapt to culture of constant change.
• Initiated timely response to emails, voicemails and written correspondence.
• Coordinated weekly meetings for internal groups.
• Provided constructive criticism regarding quality, daily production and attendance.

Sr. Resolution Specialist Jan. 2018 - Jan. 2020

• Helped team members develop skills and improve performance to maximize service and productivity.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. Becoming go-to person to assist with new team member training, and shadow sessions.
• Worked to obtain employment verifications, proof of homeowner's insurance, and payoff statements for escalated loans to avoid client services issues.

Client Care Specialist Feb. 2013 - Sept. 2014

• Answered customer questions via telephone, email and live chat services.
• Interacted with team members across departments to research and resolve customer issues.
• Provided excellent customer service by following up with clients, responding to incoming calls, chats and emails.

• Maintained detailed knowledge of specials and currently available items to provide guests with informative menu descriptions.
• Participated in dining room sidework such as refilling condiment bottles, preparing menus and arranging silverware packages.
• Performed dining room sanitation tasks such as spill cleanup, table sterilization and removal of apparent waste or refuse.
• Sustained calm and congenial manners during communications with angry guests, directing disgruntled clients to appropriate managers.
• Completed credit payments via card processing systems.
• Bussed and reset tables to keep dining room and work areas clean.
• Worked with POS system to place orders, manage bills and handle complimentary items.
• Used slow periods to restock supplies, ice, trays and delivery bags.
• Noted special patron requests and followed up with kitchen to confirm delivery.
• Checked identification for minimum age for sale of alcoholic beverages.
• Supervised restocking of salad bar and buffet for lunch and dinner service.