Summary
Overview
Work History
Education
Skills
Timeline
Generic

IYANA LOVEJOY-MITCHELL

Saint Augustine

Summary

Customer service professional with 6+ years of experience in high-volume client-facing roles, currently supporting commerical banking clients as a Sr. Service contractor. Skilled in resolving complex account issues, processing transactions, and collaborating across departments to deliver excellent service. Strong communicator with a track record of exceeding performance targets and adapting quickly in fast-paced, compliance-driven environments.

Overview

7
7
years of professional experience

Work History

Sr Service Specialist (Contractor)

Bank of America
11.2024 - Current
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Deliver phone-based support to commerical credit and loan clients, resolving issues related to transactions, document requests, and account maintenance.
  • Consistently maintain top-tier performance with adherence scores averaging 96.06% and quality scores averaging 9.44.
  • Utilize Salesforce, Outlook, Excel, OneNote, and Word for client case tracking, communication and documentation.
  • Updated monthly team Sharepoint.

Housekeeper, Maid

MasterCorp
06.2024 - 11.2024
  • Cleaned and stocked guest rooms by replacing used towels and linens, making beds, and restocking bathroom items.
  • Adhered to professional house cleaning checklist.
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.

Cleaning Professional Trainer

The Cleaning Authority
10.2023 - 06.2024
  • Trained and supervised new cleaning staff, ensuring quality standards and client satisfaction.
  • Developed new strategies to improve operational efficiency.
  • Maintained professional client relationships through consistent communication and service delivery.

Cleaning Trainer

Molly Maid
03.2023 - 08.2023
  • Led residential and commerical cleaning teams, ensuring timely and thorough service.
  • Collaborated with supervisors and peers to meet daily productivity and service goals.
  • Mentored new hires, resulting in stronger staff development and increased productivity.

Sales Associate

Adidas Outlet
08.2018 - 03.2023
  • Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Sold various products by explaining unique features and educating customers on proper application.
  • Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
  • Established personal connections with customers, exceeding customer service expectations
  • Performed a full audit of inventory and sales reports, ensuring accuracy

Team Lead

Adidas Outlet
10.2021 - 11.2022
  • Coached team members in techniques necessary to complete job tasks.
  • Prioritized helping customers over completing other routine tasks in store.
  • Offered each customer top-notch, personal service to boost sales and customer satisfaction.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Delegated tasks to team members according to project requirements and employee strengths.
  • Coordinated with management to prioritize assignments based on current issues and business needs.

Education

High School Diploma -

Allen D Nease Senior High School
05.2020

Skills

  • Adaptable and Flexible
  • Communication skills
  • Customer service
  • Cash Handling
  • Customer Service
  • Loan Support
  • Sales Support
  • Microsoft Office

Timeline

Sr Service Specialist (Contractor)

Bank of America
11.2024 - Current

Housekeeper, Maid

MasterCorp
06.2024 - 11.2024

Cleaning Professional Trainer

The Cleaning Authority
10.2023 - 06.2024

Cleaning Trainer

Molly Maid
03.2023 - 08.2023

Team Lead

Adidas Outlet
10.2021 - 11.2022

Sales Associate

Adidas Outlet
08.2018 - 03.2023

High School Diploma -

Allen D Nease Senior High School

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