Bryana King
Kissimmee,FL
Summary
Seeking a long-term role where my background in banking, management, and customer service will be an asset to the business while furthering my knowledge, perspectives, and abilities in the process. Offering strong customer service skills, as well as deductive reasoning, problem-solving, critical thinking, and attention to detail.
Overview
14
14
years of professional experience
Work History
Customer Service Representative - Tier 2 Support
PNC Bank
Remote, FL
09.2023 - Current
- Handled complex customer issues escalated from tier 1, including billing disputes, account discrepancies, and technical troubleshooting.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Adhered to company policies and procedures while providing superior service.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Banking Staff
PNC Bank
Washington, DC
05.2021 - 09.2023
- Managed client bank accounts, including opening and closing accounts, overseeing transactions, processing deposits, payments, withdrawals, and authorizing/evaluating overdrafts.
- Provided efficient support to senior staff in overseeing the day-to-day operations to ensure an efficient and productive workflow.
- Resolved issues, escalating major conflicts and concerns to appropriate personnel.
- Maintained files and filing, keeping sensitive information confidential.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Performed due diligence when processing transactions to mitigate and detect potential fraudulent activities.
Server/Bartender
Scarlet Oak Restaurant
Washington, DC
10.2016 - 04.2022
- Provided an excellent guest experience.
- Collect and process payments accurately.
- Responsible for keeping the bar stocked and clean while always providing friendly and attentive service.
- Adhered to company standards for serving alcoholic beverages.
- Protected establishment and guests by adhering to sanitation, safety, and alcohol beverage control policies.
- Cooperate and communicate with all serving and kitchen staff.
- Fulfilled guests needs from delivering items, offering desserts and drinks, removing courses, replenishing utensils, and refilling glasses.
Server/Manager
Piola Restaurant
Washington, DC
09.2014 - 10.2016
- Responsible for nightly closing procedures including invoice consolidation, inventory management, and financial reporting.
- Managed and organized daily restaurant operations with a goal of controlling costs and providing a high-quality experience to customers.
- Identified, documented, and resolved daily issues with employees, vendors, and restaurant guests.
Hostess
Vapiano
Washington, DC
08.2011 - 09.2014
- Greeted and acknowledged guest by escorting them to assigned table.
- Accepted and organized reservations.
- Walked through dining room during service to ensure guest satisfaction.
- Addressed guests' requests or complaints and escalated major complaints to manager.
Education
Bachelor of Science (B.S.) - Business Administration
Bowie State University
Bowie05.2019
Skills
- Teamwork
- Communication
- Critical Thinking
- Data Entry
- Leadership
- Problem Resolution
- Customer Service
- Microsoft Office
Timeline
Customer Service Representative - Tier 2 Support
PNC Bank
09.2023 - Current
Banking Staff
PNC Bank
05.2021 - 09.2023
Server/Bartender
Scarlet Oak Restaurant
10.2016 - 04.2022
Server/Manager
Piola Restaurant
09.2014 - 10.2016
Hostess
Vapiano
08.2011 - 09.2014
Bachelor of Science (B.S.) - Business Administration
Bowie State University