Kate Lyons

• Provided technical support to staff by resolving hardware, software, and connectivity issues, securely and efficiently.
• Assisted in troubleshooting network connectivity problems for employees and clients.
• Maintained inventory of IT equipment and ensured proper functioning of devices.
• Managed and prioritized trouble tickets, ensuring timely resolution while adhering to organizational policies and IT security protocols.
• Documented support requests and resolutions in the ticketing system for tracking.
• Assisted in routine system maintenance, security updates, and software installations to enhance system performance and mitigate potential vulnerabilities.
• Gained hands-on experience diagnosing and resolving technical problems in a fast-paced transportation environment, strengthening problem-solving and system-analysis skills.
• Responded promptly to user inquiries via phone, email, and in-person interactions.

Customer Service

• Answering inbound/outbound calls.
• Managed high-volume call queues while maintaining service quality standards.
• Documented customer interactions accurately in the company's CRM system.
• Resolved customer issues in a timely manner.
• Adhered to all company policies and procedures related to customer service.
• Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
• Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Assisted customers with account inquiries and transactions.
• Resolved customer complaints through effective communication and problem-solving.
• Educated clients on banking products and services to enhance their experience.
• Processed account openings, closings, and updates with attention to detail.
• Maintained accurate records of customer interactions and transactions.
• Collaborated with team members to improve service delivery and efficiency.
• Conducted follow-ups to ensure customer satisfaction and retention.
• Trained new staff on customer service protocols and best practices.