Kaylee Sims
Linden,NC
Summary
I am a committed job seeker with a history of meeting company needs with consistent and organized practices. I am skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. I am self-driven and have experience in collecting, posting and managing accounts. I have proven success building relationships and maintaining optimal account efficiency. Excellent organizational and problem-solving skills with superior client service acumen. Committed and results-oriented team member, willing to go above and beyond to contribute to team objectives. I am highly skilled in collections with aptitude for addressing past-due accounts and cultivating satisfaction. I am a hardworking employee with customer service, multitasking and time management abilities. I am devoted to giving every customer a positive and memorable experience. Flexible hard worker ready to learn and contribute to team success. I am a hardworking employee with customer service, multitasking and time management abilities. I am devoted to giving every customer a positive and memorable experience. I have a history of meeting company needs with consistent and organized practices. I am skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. I am organized and a motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Member Service Representative
State Employee Credit Union
Fayetteville, NC
11.2024 - Current
- Assisted members with account inquiries, resolving issues efficiently and maintaining high satisfaction levels.
- Processed loan applications, ensuring compliance with credit union policies and regulations.
- Educated members on financial products, enhancing understanding and driving product adoption.
- Collaborated with team to streamline service processes, improving response time for member requests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Assisted members with account management, including updating personal information and setting up automated payments.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated members on financial literacy topics, empowering them to make sound financial decisions for their future success.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Ensured compliance with regulatory requirements during all member interactions safeguarding both the organization''s 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.
- Supported the onboarding process for new members, explaining benefits and assisting with paperwork completion.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Personal Banker
PNC Bank
Charlotte, NC
01.2023 - 01.2024
- Help customers open and close accounts, apply for loans and make sound financial decisions.
- Follow operational standards, promoting security, risk management and compliance.
- Educate customers on variety of retail products and digital solutions, enhancing customer experience.
- Assist and advise customers on using online and mobile banking systems.
- Maintain position of trust and responsibility by keeping customer business confidential
- Meet with customers to analyze financial needs and maximize sales opportunities.
- Use product knowledge and abilities to execute consumer loans and other services.
- Partner with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
- Create strategic financial solutions to suit individualized client needs.
- Analyze customer credit data and other financial information to identify solutions that aligned with customer needs.
- Maintain and build strong client relationships through quality, personalized interactions.
- Respond promptly to customer queries and complaints to find solutions and diffuse tension.
- Execute wire transfers of funds in compliance with banking best practices.
- Maintain customer data confidentiality while inputting information into system.
- Use customer and bank records to investigate and correct errors upon customer request.
- Use job-related software and computer to collect and record customer deposits, fees and issue receipts.
- Prepare bank deposits, general ledger postings and statements
- Refer customers to appropriate bank personnel to meet financial needs.
- Interview customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Examine checks for endorsements to verify legality of documents.
- Approach prospective clients through emails and cold calling to consistently meet sales targets.
- Identify transaction errors for unbalanced debits and credits.
- Issue initial and replacement safe-deposit keys to customers, admitting customers to vaults.
- Use currency-counting machine to count currency and received checks.
- Use customer information to tailor recommendations to promote cashier's checks, travelers' checks and savings bonds.
- Advised customers on financial products to meet individual needs.
- Cultivated client relationships to enhance satisfaction and loyalty.
Payment Posting Specialist
Revolution USA INC
Fayetteville, NC
05.2022 - 12.2022
- Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
- Contacted insurance providers to verify insurance information and obtain billing authorization.
- Processed and sent invoices, adjustments and credit memos to customers.
- Performed data import, scanning or manual keying processes to verify invoice accuracy.
- Worked with team members and leadership to identify and develop process improvements.
- Managed numerous client accounts to track and collect money owed.
- Input payment history and other financial data to keep customer accounts up-to-date in system.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
- Completed billing audits in identified timeframes to report and investigate findings.
- Recorded amounts due for items purchased or services rendered by preparing statements, bills or invoices.
- Leveraged integrated billing software to submit accurate claims.
- Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
- Handled all electronic and manual payments and adjustments, ensuring that data was accurately posted.
- Received payments from insurance providers, handled Medicare packages and completed immediate processing.
- Downloaded, printed and batched electronic funds transfers and remits.
- Reviewed overpayments and processed refunds to be sent to patients and insurance companies.
- Prepared, distributed and reviewed insurance payments and recorded in corporate database.
- Documented payment denials in appropriate billing system and updated account managers swiftly.
- Performed insurance verification, pre-certification and pre-authorization.
- Collected, posted and managed patient account payments.
- Executed account updates and noted account information in company data systems.
- Maintained accounting ledgers by verifying and posting account transactions.
- Performed accurate and fully compliant monthly closing processes, accruals and journal entries.
- Created receiving reports and updated vendor balance sheets to record accounts payable.
- Reviewed purchase orders, sales tickets and charge slips to compute fees or charges due.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Trained new team members on company policies and accounting systems to keep team operations productive and efficient.
- Assessed billing statements for correct diagnostic codes and identified problems with coding.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
- Verified accuracy of accounts payable payments, resulting in 85% reduction in payment errors and check reissues.
Crew Trainer
KTL McDonald's
Lillington, NC
02.2021 - 05.2022
- Instructed new team members on correct procedures for operations.
- Stayed up to date on requirements of all team positions to optimize training.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
- Planned and delegated group and individual work assignments to trainees.
- Monitored training activities occurring on construction crews to promote maximum crew safety, performance and effectiveness.
- Delivered group and individual needs-based training to personnel.
- Kept training materials updated with regulatory, procedural or policy changes.
- Provided written evaluations of employee performance to management.
- Assisted in hiring crew members to expedite on-boarding process.
- Provided constructive feedback and one-on-one coaching to employees.
- Documented performance, safety and customer service needs to improve operations.
- Guided trainees to boost safety and inventory waste management to meet pre-established business thresholds for operation.
- Executed hands-on preventive maintenance and repairs to keep equipment functional.
- Used role playing, lectures and simulations to present information in variety of instructional techniques and formats.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Packed fast food products in approved containers, cups and bags.
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person.
- Prepared quality products while maintaining portion control and presentation within service goal times.
- Drove team success by quickly completing assigned tasks.
- Demonstrated proper food safety practices by accurately completing quality control checklist.
- Explained current promotional information and items to patrons.
- Presented orders to guests within anticipated service times.
- Interacted pleasantly with guests to deliver quality customer service.
- Assisted management with inventory control and stock ordering.
- Operated fryers and grills, assisted with putting orders together and bagged items for customers.
- Totaled bills, accepted payments and returned change.
- Increased purchase amounts by cross-selling with similar products.
- Developed trusting relationships with customers by making personal connections.
Cashier
Carlie C's IGA
Erwin, NC
10.2020 - 02.2021
- Collected payments and provided accurate change.
- Helped customers find specific products, answered questions and offered product advice.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Answered customer questions and provided store information.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Used suggestive selling techniques to promote add-on sales.
- Processed refunds for worn, damaged and broken merchandise.
Education
Associate of Applied Science - Business Administration Human Resources
Central Carolina Community College
Sanford, NC08-2026
Associate of Applied Science - Accounting And Finance
Central Carolina Community College
Sanford, NC05-2027
High School Diploma -
Central Carolina Community College
Sanford, NC08-2022
Skills
- Audit Procedures
- Claims Processing
- Billing Dispute Resolution
- Relationship Building
- Customer Contact
- Financial Documentation
- Verbal and Written Communication
- Adding, Calculating and Billing Machines
- Upselling Techniques
- Upselling
- Regulatory Compliance
- Opportunity Identification
- Positive Attitude
- MS Excel
- Sales Strategy
- Customer Service
- Financial Advising
- Business Development
- Loan Application Advisement
- Revenue Generation
- Portfolio Analysis
- Attention to Detail
- Relationship Building and Management
- Cash Handling
- Financial Statements Preparation
- Banking Policies and Procedures
- Sales Growth
- Financial Strategy Management
- Customer Satisfaction
- Account Maintenance
- Professional Appearance
- Client Acquisition and Retention
- Account Management
- Financial Services
- Loan Application Expertise
- Technical Training
- Increased Revenue
- Branch Operations
- Client Relationship Management
- Cross-Selling and Upselling
- Customer service
- Relationship building
- Financial transactions
- Customer support
- Call center experience
- Transaction processing
- Account management
- Issue resolution
- Escalation handling
- Product recommendations
- Complaint handling
- Client education
- Service recommendations
- Service upselling
- Product sales
- Banking
- Payment processing
- Member correspondence
- Member account management
- Member onboarding
- Teamwork and collaboration
- Calm and professional under pressure
- Computer skills
- Customer relations
- Microsoft office
- Customer relationship management (CRM)
- Understanding customer needs
- Product knowledge
- Professional telephone demeanor
- Administrative and office support
- Work prioritization
- Remote office availability
- Inbound call management
- Account updating
- Call center operations
Certification
- Notary Public
- CRP Certification
- First Aid Certification
Education and Training
other,other
Timeline
Member Service Representative
State Employee Credit Union
11.2024 - Current
Personal Banker
PNC Bank
01.2023 - 01.2024
Payment Posting Specialist
Revolution USA INC
05.2022 - 12.2022
Crew Trainer
KTL McDonald's
02.2021 - 05.2022
Cashier
Carlie C's IGA
10.2020 - 02.2021
High School Diploma -
Central Carolina Community College
Associate of Applied Science - Business Administration Human Resources
Central Carolina Community College
Associate of Applied Science - Accounting And Finance
Central Carolina Community College