Kayla Sullivan
Lakeland,FL
Summary
Results-oriented professional with extensive experience in customer service and conflict resolution. Skilled in time management and communication, effectively resolving customer inquiries while maintaining service quality during peak periods.
Overview
40
40
years of professional experience
Work History
Senior Customer Service Specialist
Summit Holdings - GAIG
Lakeland, FL
07.2016 - Current
- Provided exceptional support during high-traffic periods, maintaining professionalism under pressure and minimizing disruptions in service levels.
- Managed high-volume call center operations, ensuring prompt service and reduced wait times for customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Policy Support
Summit Holdings
Lakeland, FL
07.2007 - 07.2016
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Mortgage Loan Officer
IH Mississippi Valley Credit Union
East Moline, IL
07.1986 - 03.2004
- Evaluated borrower financial profiles to determine mortgage eligibility and options.
- Facilitated loan application processes, ensuring compliance with regulatory standards.
- Collaborated with underwriters to expedite loan approvals and resolve issues.
- Provided exceptional customer service, addressing inquiries and guiding clients through the mortgage process.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
- Analyzed loan applications and credit reports to determine loan eligibility and risk level.
Education
High School Diploma -
Skills
- Conflict management
- Workflow optimization
- Customer education
- Live chat support
- Customer support
- Payment processing
- Quality assurance
- Customer service
- Problem-solving skills
- Time management
- Multitasking Abilities
- Excellent communication
- Active listening
- Verbal and written communication
- Teamwork skills
- Phone etiquette
- Account reconciliation
- Time management abilities
Timeline
Senior Customer Service Specialist
Summit Holdings - GAIG
07.2016 - Current
Policy Support
Summit Holdings
07.2007 - 07.2016
Mortgage Loan Officer
IH Mississippi Valley Credit Union
07.1986 - 03.2004