Kaeidra Chavis

Customer Service Rep

• Managed a high call volume assisting clients with entry-level banking and financial needs regarding account balances, fees, interest rates, and online banking
• Processed transfers, payments, and updated account information to ensure accuracy and compliance
• Processed claims for clients disputing transactions
• Guided clients through troubleshooting, navigating the company’s website, products and services.
• Adhered to banking regulations and safeguarded confidential financial data

On-the-Job Training Coach

• Supported new hires with training and floor guidance
• Conducted training sessions to enhance new hire knowledge and skills, fostering a strong foundation for performance
• Coached new hire agents on call handling and quality standards.
• Monitored agent milestones and evaluated trainee performance to ensure they were meeting their KPIs.
• Guided agents through client procedures, policies, and workflow updates
• Mentored agents to improve performance and support professional growth through regular feedback and guidance

Retail Banking Coach

• Assisted agents with complex client concerns by offering resources and answers.
• Handle high tension customer escalations using empathy, calm communication, problem solving and de-escalation techniques.
• Strengthen agent performance by resolving system navigation and workflow questions.
• Monitor adherence and coordinate with results with supervisors.
• Review interactions and reinforced quality expectations during one-on-one sessions.
• Collaborate with team members to set achievable goals and monitor progress
• Provide feedback mechanisms to continuously improve service delivery and satisfaction
• Documented coaching notes and action plans for agents
• Monitor calls for agents by live listening and guiding them through their calls

• Greeted Beachside Hotel guests, managing check-in and check-out to ensure smooth arrivals and departures.
• Process reservations, room assignments, and availability updates in property system.
• Answer guest calls, emails, and front desk inquiries with clear communication.
• Resolved guest concerns, coordinating service requests with housekeeping and maintenance to enhance guest satisfaction.
• Addressed customer complaints professionally and courteously, ensuring positive experiences and fostering guest loyalty.
• Log guest information, messages, and shift notes for front desk continuity.
• Support front desk operations during busy shifts and cover nightly audit tasks.

• Directed the daily operations of the receiving department, overseeing a staff of over 40 employees.
• Supervised receiving operations for Epic Personnel Partners, LLC warehouse assignments.
• Inspected incoming shipments against purchase orders and packing slips.
• Oversaw unloading of trucks at loading dock to ensure efficient operations.
• Verified inventory counts using RF scanners and receiving logs.
• Coordinated storage locations for pallets and materials.
• Trained temporary warehouse staff on safety and receiving procedures.
• Resolved shipment discrepancies with carriers and warehouse teams.
• Provided training and guidance to new team members on proper procedures related to receiving activities.
• Utilized computer software programs such as Microsoft Excel to track inventory levels.