Calisata Pye
Arlington
Summary
Creative customer care professional dedicated to surpassing service goals and providing exceptional support tailored to customer needs. Skilled in efficiently managing both incoming and outgoing calls, along with remote requests, through strong organizational, research, and time management abilities. Proven success in fast-paced call center environments, consistently achieving high satisfaction ratings and enhancing team performance. Recognized for innovative problem-solving skills and a proactive approach to improving customer experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Farmers Insurance- Bristol West
06.2023 - Current
- Delivered high-volume remote customer support in a highly regulated environment, resolving complex inquiries across multiple systems.
- Handled high call volumes across inbound and outbound queues, as well as multiple communication channels.
- Interpreted policies, procedures, and compliance requirements to provided accurate, authorized resolutions.
- Documented customer interactions thoroughly and escalated issues requiring advanced or cross-functional support.
- Collaborated with internal teams to resolve customer needs while meeting strict service and quality standards.
Financial Service Representative
Charles Schwab
02.2023 - 06.2023
- Assisted with resolution of complex customer questions and problems, escalating for assistance if needed.
- Communicated well with peers and internal and external customers.
- Educating clients on various trading tools and online assistance with knowledge of product and services–online enrollment, password reset, account management, etc.
- Building a strong relationship with clients to maintain a long term relationship.
- Documented, researched and resolved customer service issues.
- Conducted financial transactions such as deposits, withdrawals, and money transfers.
- Maintained up-to-date knowledge of financial market trends and regulations.
- Collaborated with other departments to address complex client issues or concerns.
Lease Collections Servicing Report
GM Financial
03.2020 - 02.2023
- Handled inbound/outbound collection telephone calls with consistent service quality and excellent success rate.
- Navigation on multiple screens and systems.
- Performed a self-directed work environment, managing day to day operations and decisions
- Worked with collections team to reach targets, consistently meeting and exceeding personal goals
- Accurate detailed account documentation to reduced financial discrepancies
- Support clients satisfaction's through regular follow ups on their accounts.
- Located delinquent customers via direct means and skip tracing techniques.
- Protected company interests by processing repossession orders after exhausting other avenues.
- Coordinated closely with internal departments such as billing, customer service, and finance during collection process.
- Ensured adherence to federal, state, and local regulations governing debt collection practices.
- Resolved client billing problems by collecting direct payments and setting up payment plans- ACH, check by phone debit/credit, payment corrections
Remittance Lockbox Processor
JP Morgan Chase Bank
01.2019 - 02.2020
- Batch preparation by extracting checks and remittance documents from envelopes
- Maintained confidentiality of sensitive customer data during processing activities.
- Reconciled processed work to ensure accuracy of transactions.
- Researched discrepancies in payments and resolved issues promptly.
- Cross trained in various lockbox functions to provide backup support as needed.
- Scanned checks and remittance documents using imaging equipment- iTran, IMBL, OPEX,Falcon
- Performed routine maintenance on scanning equipment to ensure optimal performance.
Customer Service Representative
JP Morgan Chase Bank
08.2016 - 01.2019
- Managed customer calls efficiently in fast-paced call center environment.
- Resolved customer issues, addressing account problems and discrepancies.
- Follow federal bank guidelines, as well as company policies and procedures.
- Navigate multiple computer screen,channels and applications- internet browser, operating systems, on mac/pc/apple/android devices
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Built trusting relationship with customers to better understand needs.
- Promoted products and services using tailored customer recommendations- Deposit accounts, bill pay, money movement, online account management, ACH, domestic wires transaction.
Education
High School Diploma -
Lamar High School
TXSkills
- Effective listening
- Collaborative teamwork
- Optimistic mindset
- Effective organizational skills
- Flexible problem-solving
- Prioritization and scheduling
- Problem-solving skills
- Conflict resolution
- Effective multitasking
- Quality control
- Billing management
Certification
- Property & Casualty Insurance License- State of Texas- Active- License #: 21709344
Timeline
Customer Care Representative
Farmers Insurance- Bristol West
06.2023 - Current
Financial Service Representative
Charles Schwab
02.2023 - 06.2023
Lease Collections Servicing Report
GM Financial
03.2020 - 02.2023
Remittance Lockbox Processor
JP Morgan Chase Bank
01.2019 - 02.2020
Customer Service Representative
JP Morgan Chase Bank
08.2016 - 01.2019
High School Diploma -
Lamar High School