Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

KAYLA MITCHELL

Carroll,MD

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Member Service Representative

Navy Federal Credit Union
11.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Educated and engaged customers with new bank products and services.
  • Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.

Mortgage Customer Service Representative

M&T Bank
12.2021 - Current
  • Identify and report fraud
  • Troubleshoot online banking portal
  • Accept and complete loan applications
  • Gave accurate and appropriate information to answer questions,troubleshoot issues and resolve complaints
  • Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders


  • Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support
  • Provided product information and resolved concerns to assist customers

Teller

M&T Bank
05.2020 - 10.2021
  • Referred unresolved customer grievances to designateddepartments for further investigation
  • Responded quickly to meet customer needs and resolve problems.
  • Provided efficient and courteous service to customers at all times.
  • Participated in ongoing training to enhance own job skills andknowledge
  • Recommended improvements in products, services or billingmethods to prevent future problems
  • Gave accurate and appropriate information to answer questions,troubleshoot issues and resolve complaints
  • Made appropriate account corrections to resolve customerproblems
  • Processed customer adjustments to maintain financial accounts.
  • Used job-related software to complete contract forms, preparechange of address records or issue service discontinuance orders.

Hostess

Copper Canyon Grill
02.2017 - 05.2020
  • Balanced cash drawer and maintained full accountability forassigned cash on hand
  • Drafted currency and transaction reports at close of each businessday
  • Achieved referral and cross-selling quotas to support corporaterevenue goals
  • Supported customer confidentiality and security with stringentdiscretion
  • Responded to banking inquiries and requests from customers.
  • Guided customers in selecting appropriate financial products forindividual needs
  • Monitored data and security systems to reduce risk and reportirregularities.

Call Center Customer Service Representative

APL Federal Credit Union
10.2015 - 02.2017
  • Conversed with members and guests in outgoing and friendlymanner
  • Greeted patrons and coordinated table assignments to meet partypreferences and requests
  • Prepared cash receipts after close, facilitating bank deposits.
  • Monitored restaurant activity to determine seating and dining flow.
  • Remedied guest complaints and escalated serious issues torestaurant manager for prompt resolution.

Education

DiplomaParkdale High School
Riverdale, MD

MD -

Montgomery College

Skills

  • Customer Data Confidentiality
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Data Entry and Maintenance
  • High-Volume Environments
  • Upbeat and Positive Personality
  • Issue and Complaint Resolution

Certification

COMPTIA Security+

Timeline

Member Service Representative

Navy Federal Credit Union
11.2022 - Current

Mortgage Customer Service Representative

M&T Bank
12.2021 - Current

Teller

M&T Bank
05.2020 - 10.2021

Hostess

Copper Canyon Grill
02.2017 - 05.2020

Call Center Customer Service Representative

APL Federal Credit Union
10.2015 - 02.2017

DiplomaParkdale High School

MD -

Montgomery College

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KAYLA MITCHELL