KAYLEE MCDADE
Gordon,GA
Summary
Experienced customer service professional dedicated to providing exceptional service in the industry. Collaborative team player with a positive demeanor and adept at building rapport with customers. Articulate, motivated, and self-driven with a genuine passion for fostering relationships, nurturing partnerships, and driving business growth.
Overview
8
8
years of professional experience
Work History
Customer Intake Associate
HomeWorks Energy
07.2024 - 03.2025
- Responded to customer requests for products, services, and company information
- Increased customer service success rates by quickly resolving issues
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
- Acted as first point of contact and set appointments for prospective clients
Client Success Agent
National Debt Relief
04.2023 - 06.2024
- Presented existing and prospective customers with valuable information to aid decision making
- Educated customers by explaining complex details in easy-to-understand terminology
- Managed time by prioritizing workload and juggling multiple tasks simultaneously
- Identified and routed issues to appropriate resolution teams to reduce customer loss
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions
Mortgage Servicer
Flagstar Bank
07.2022 - 01.2023
- Collaborated well with different people to address challenges and solve problems collaboratively
- Answered inbound calls to greet and assist customers with various needs and questions
- Documented detailed notes in CRM system to track customer interactions
- Navigated multiple systems to identify source of issue
- Relayed new and relevant information to customers and followed up on promises
Customer Service Representative
Citi Group
05.2021 - 07.2022
- Collaborated well with different people to address challenges and solve problems collaboratively
- Answered inbound calls to greet and assist customers with various needs and questions
- Documented detailed notes in CRM system to track customer interactions
- Navigated multiple systems to identify source of issue
- Relayed new and relevant information to customers and followed up on promises
Fraud Specialist
Advanced Call Center Technologies
06.2020 - 01.2021
- Assisted account holders and financial institutions with lost or stolen cards
- Assessed legitimacy of transactions and initiated approval, cancellation, or refund actions
- Worked independently to resolve issues and coordinated escalations to management for complex cases
- Stayed current on trends in money laundering and criminal techniques to spot new types of fraud
Collections Specialist
Advanced Call Center Technologies
07.2017 - 11.2019
- Handled moderately aged accounts with friendly approach to resolve non-payment issues
- Reviewed accounts regularly to prioritize collection efforts based on dates and balance amounts
- Employed effective communication and problem-solving skills, enabling successful debt recoveries, and improved strong customer relationships
- Set up payment plans to help customers bring accounts current
Education
ASSOCIATE OF APPLIED SCIENCE (AAS) - GENERAL STUDIES
GEORGIA MILITARY COLLEGE
03.2016
Skills
- Data entry proficiency
- Follow-up skills
- Information gathering
- Client relationship building
Timeline
Customer Intake Associate
HomeWorks Energy
07.2024 - 03.2025
Client Success Agent
National Debt Relief
04.2023 - 06.2024
Mortgage Servicer
Flagstar Bank
07.2022 - 01.2023
Customer Service Representative
Citi Group
05.2021 - 07.2022
Fraud Specialist
Advanced Call Center Technologies
06.2020 - 01.2021
Collections Specialist
Advanced Call Center Technologies
07.2017 - 11.2019
ASSOCIATE OF APPLIED SCIENCE (AAS) - GENERAL STUDIES
GEORGIA MILITARY COLLEGE
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