Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chanda Keyes

Fayetteville,NC

Summary

With a proven track record at FoundEver USAA, I excel in enhancing customer satisfaction and managing complex financial transactions. Leveraging skills in dispute resolution and member account management, I've consistently grown membership renewals. My leadership in customer service and adeptness in banking operations underscore my ability to exceed service goals and drive organizational success.

Overview

11
11
years of professional experience

Work History

MSR Member Service Representative

FoundEver USAA
Fayetteville, NC
07.2024 - Current
  • Greeted customers in a friendly and professional manner.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.
  • Assisted with the opening of new accounts and processed account maintenance requests.
  • Answered incoming calls regarding membership benefits and services.
  • Handled customer complaints in an efficient and courteous manner.
  • Maintained accurate records of member interactions and transactions.
  • Adhered to all applicable policies, procedures, regulations, and laws.
  • Verified identity information on new accounts using established procedures.
  • Tracked customer feedback through surveys or other methods to identify trends or areas of improvement.
  • Provided guidance to members on how best to use products or services offered by the organization.
  • Monitored compliance with organizational security protocols when interacting with members.
  • Identified opportunities for cross-selling additional products or services based on member needs.
  • Researched complex issues related to accounts or services provided by the organization.
  • Participated in team meetings to discuss customer service strategies and goals.
  • Answered member questions about products and services.
  • Processed cash and check deposits every day.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Presented and explained services and products to meet member needs.
  • Consulted with customers regarding needs and addressed concerns.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
  • Completed transactions for membership renewals and extensions.
  • Delivered quality service by assessing, advising and assisting credit union members.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Promoted available products and services to customers during service, account management and order calls.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Credit Card Agent

Sykes Sitel PNC
Fayetteville, NC
10.2021 - 07.2022
  • Provided customer service to clients through phone and email communication.
  • Developed customer relationships and ensured satisfaction with services.
  • Responded promptly to customer inquiries and complaints in a professional manner.
  • Maintained accurate records of all customer interactions, process customer accounts and file documents.
  • Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
  • Processed payments from customers by cash, check or credit cards accurately according to company guidelines.
  • Upsold additional products or services when appropriate in order to meet sales goals.
  • Utilized computer systems for tracking, information gathering and and or troubleshooting.
  • Attended team meetings regularly to discuss updates on products, services and policies changes.
  • Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
  • Participated in ongoing training programs related to job duties or responsibilities.
  • Adhered strictly to company policies regarding confidentiality of client information.
  • Responded promptly to customer service calls and inquiries from diverse groups of individuals.
  • Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
  • Completed research to thoroughly understand client requirements.
  • Led training sessions for junior agents to enhance team capabilities.
  • Conducted due diligence on behalf of clients for various transactions.
  • Kept abreast of regulatory changes and industry standards to ensure compliance.
  • Responded to client inquiries and resolved issues promptly.
  • Advised clients on market conditions, prices, mortgages, and legal requirements.
  • Identified potential buyers through cold calling.
  • Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
  • Explained financial requirements and analytical data to potential buyers and sellers.

Customer Service Supervisor

Walmart
Fayetteville, NC
04.2014 - 10.2021
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Maintained accurate records of customer interactions for future reference.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Implemented programs designed to increase employee engagement within the team.
  • Evaluated employee performance reviews based on specific criteria set forth by management.
  • Assisted in developing training materials for new hires as well as existing employees.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Recruited qualified personnel when needed for open positions within the department.
  • Organized special events such as webinars or live Q&A sessions to provide additional support for customers.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Answered phone calls and responded to questions and concerns.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.

Education

High School Diploma -

Washington High School
400 Slatestone Road Washington NC 27889
06-1993

Skills

  • Membership renewals
  • Member correspondence
  • Call center experience
  • Data security techniques
  • Healthcare
  • Customer service
  • Payment processing
  • Dispute resolution
  • Transaction processing
  • Document processing
  • Member account management
  • Customer support
  • Complaint handling
  • Service recommendations
  • Product recommendations
  • Financial transactions
  • Banking operations support
  • Banking
  • Account management

Timeline

MSR Member Service Representative

FoundEver USAA
07.2024 - Current

Credit Card Agent

Sykes Sitel PNC
10.2021 - 07.2022

Customer Service Supervisor

Walmart
04.2014 - 10.2021

High School Diploma -

Washington High School

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Chanda Keyes