Kayla Davis
Gloucester,VA
Summary
Dynamic customer service professional with extensive experience at Chesapeake Bank, excelling in fraud prevention and customer relationship management. Proven ability to enhance user engagement through effective online banking solutions and cross-selling strategies. Strong interpersonal skills and a commitment to service excellence drive successful outcomes in fast-paced environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Chesapeake Bank
Williamsburg, VA
03.2023 - Current
- Assisted customers with online account setup.
- Managed incoming customer calls promptly to ensure efficient communication.
- Increased ACH and wire transfer limits within online banking platform.
- Guided customers in navigating and utilizing features of the mobile app.
- Resolved bill pay issues through troubleshooting.
- Conducted thorough reviews of mobile deposits.
- Evaluated positive pay checks and files for accuracy.
- Managed timely responses to incoming emails, ensuring effective communication.
- Executed online banking password resets for customers to enhance account security.
- Developed personal and business online banking profiles to enhance user access and functionality.
- Executed maintenance of accounts within online banking profiles.
- Executed counterfeit check identification processes to mitigate financial fraud risks.
- Executed loan payment processing to ensure timely transactions.
- Reviewed and managed morning overdraft list.
- Executed cross-selling strategies to enhance customer engagement with bank services.
- Managed live chat responses to ensure timely customer support.
- Evaluated online banking enrollment applications.
- Analyzed customer IP addresses to identify patterns and enhance security measures.
- Executed updates to customer contact information to ensure accuracy.
- Create digital debit cards.
- Managed ordering process for new physical debit cards.
- Managed responses to customer inquiries and messages related to online banking.
- Processed debit card dispute files.
- Executed placement of holds on checks.
- Executed completion of domestic and international wire transfer forms.
- Processed cash transactions and managed cash items efficiently.
- Assisted in processing account closings or withdrawals.
- processed closed account reports.
- Managed deceased report.
- Facilitated customer enrollment in text banking services.
- Executed addition of beneficiaries to accounts.
- Completed check fraud affidavits .
Teller
Woodforest National Bank
Williamsburg, VA
05.2021 - 02.2023
- Executed customer transaction processing with accountability and precision.
- Oversaw daily cash drawer balancing and transaction management to ensure accuracy.
- Addressed customer issues promptly, showcasing strong problem-solving skills and dedication to service excellence.
- Managed daily cash transaction processing to ensure accuracy.
- Streamlined account opening processes to optimize customer onboarding experience.
- Directed vault balancing procedures to guarantee precise financial reporting.
- Executed ATM balancing procedures to ensure accurate cash flow management.
- Ensured adherence to banking procedures and guidelines.
- Implemented cross-selling strategies.
- Managed incoming telephone calls to ensure prompt and efficient communication.
- Administered redemption processes for savings bonds.
- Executed opening procedures for depository bags under dual control protocols.
- Facilitated processing of credit card cash advances to enhance customer access to funds.
- Demonstrated expertise in bank products and services.
- Executed placement of holds on checks.
- Executed counterfeit currency identification.
- Identified counterfeit checks to prevent fraudulent transactions.
- Resolved file disputes
- Executed printing of new debit cards.
- Managed processing of loan payments to ensure accuracy and timeliness.
Hostess
3 Amigos Mexican Restaurant
Yorktown, VA
05.2018 - 07.2020
- Greeted and seated guests, ensuring prompt and courteous service.
- Managed reservation system to optimize table turnover.
- Assisted in training new staff on customer service protocols and restaurant procedures.
- Collaborated with kitchen and waitstaff to streamline communication during busy shifts.
- Maintained cleanliness of dining area
- Answered phone calls to take orders, give information and document reservations.
- Seated patrons based on guest preferences and seating availability.
- Advised customers about special offerings and menu items to help drive sales.
Cashier
Wendy's
Yorktown, VA
09.2016 - 08.2017
- Executed food preparation and cooking processes in response to customer requests.
- Managed cash handling
- Assisted in maintaining accurate drawer balances. Supported daily cash reconciliation
- Addressed customer requests promptly to enhance service satisfaction.
Education
No Degree -
Thomas Nelson Community College
Hampton, VAHigh School Diploma -
Yorktown High School
Yorktown, VA06.2019
Skills
- Financial Analysis
- Customer Relationship Management
- Marketing Strategies
- Risk Assessment
- Typing: 40 wpm
- Strong interpersonal skills
- Cash handling
- Treasury Services Experience
- Call Center Experience
- Online Banking/Mobile App Experience
- Account monitoring
- Fraud Prevention
- Multitasking
Certification
- Notary
- Goals & Accountability Workshop
Timeline
Customer Service Representative
Chesapeake Bank
03.2023 - Current
Teller
Woodforest National Bank
05.2021 - 02.2023
Hostess
3 Amigos Mexican Restaurant
05.2018 - 07.2020
Cashier
Wendy's
09.2016 - 08.2017
No Degree -
Thomas Nelson Community College
High School Diploma -
Yorktown High School