KELLY OLIVER
Highland Heights,KY
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
38
38
years of professional experience
Work History
Customer Service Representative
CitiBank
10.2025 - Current
- Support Costco Anywhere Visa cardholders with inquiries regarding account activity, rewards, credit limits, statements, payments, and card benefits.
- Resolve cardholder concerns, including unauthorized transactions, billing discrepancies, declined purchases, and merchant disputes, while following Citi and Visa dispute-handling protocols.
- Assist members with card activation, replacement requests, balance transfers, online banking access, and mobile app troubleshooting.
- Provide guidance on Costco-specific cash-back rewards, including tiered earnings categories (gas, dining, travel, Costco in-store/online purchases), redemption processes, and annual reward certificates.
- Educate cardholders on credit terms, APR details, promotional financing, and payment options to support responsible financial management.
- Follow strict compliance, security, and verification procedures (including identity authentication, fraud detection, and account privacy requirements).
- Work closely with Citi's fraud, credit, and customer solutions teams to resolve escalated or complex cardholder issues.
- Document all customer interactions, case notes, and actions taken in Citi's CRM and account servicing platforms with accuracy and completeness.
- Meet or exceed performance goals for quality assurance, call resolution, customer satisfaction, and adherence to Citi's service standards.
- Take proactive steps to identify potential account risks, educate customers on fraud prevention, and report suspicious or unusual activity.
Mission trip leader Native American youth camp
Native American Youth Camp
01.2008 - Current
- Organize and lead annual mission trips, overseeing trip logistics and programming.
- Teach Bible classes, moderated evening services, and supervised youth.
- Manage budgeting, team communication and coordination with partner ministries.
- Maintain post-trip documentation and feedback for continuous improvement.
Pastor's Wife – Ministry Leader - Educator
Taylor Mill Pentecostal Church
01.2011 - 06.2025
- Led adult and youth Sunday school programs, Vacation Bible Schools, and multi-age Christian education initiatives.
- Directed women's ministries, coordinated churchwide events, and organized retreats, workshops, and outreach programs.
- Spearheaded planning and coordination for events ranging from single-day services to week-long camps.
- Managed volunteer teams, created program materials, and ensured smooth execution of recurring and seasonal ministries.
- Oversaw facility readiness, supply ordering, and administrative functions to support ministry operations.
- Regular speaker and facilitator for retreats, special events, and spiritual development workshops.
Instructor & School Administrator
Victory Drive Church of God Parochial School
01.1997 - 01.2002
- Developed lesson plans and led classroom instruction for multiple subjects.
- Organized field trips, school events, and fundraising activities.
- Managed daily operations and coordinated volunteer efforts.
- Oversaw scheduling, enrollment, and supply procurement for multi-class operations.
- Created and maintained records systems to track student progress and school performance.
Bookkeeper – Secretary – Payroll Coordinator
Gilbert Fence Company
01.1995 - 01.1997
- Maintained financial records, processed payroll, and handled office duties.
- Tracked project budgets and expenditures for construction jobs.
- Created administrative systems that supported smooth daily operations and compliance.
Administrative Assistant - Business & Records Dept
Church of God International Offices
01.1988 - 01.1989
- Processed ministerial reports and maintained church records.
- Supported senior leadership with calendar management, communications, and filing systems.
- Worked cross-departmentally to coordinate updates and ensure data accuracy.
- Maintained files and filing, keeping sensitive information confidential.
Education
High School Diploma -
LaFayette High School
Skills
- Active listening
- Ministry & Program Leadership
- Curriculum & Program Development
- Administrative & Operational Support
- Volunteer Training & Oversight
- Public Speaking & Communication
- Microsoft Office
- Conflict Resolution & Team Support
- Customer service
- Project & Event Management
- Event Planning & Coordination
- Budgeting & Bookkeeping
- Scheduling & Resource Allocation
- Cross-Functional Collaboration
- Time Management & Prioritization
- Supply Ordering & Inventory Oversight
Timeline
Customer Service Representative
CitiBank
10.2025 - Current
Pastor's Wife – Ministry Leader - Educator
Taylor Mill Pentecostal Church
01.2011 - 06.2025
Mission trip leader Native American youth camp
Native American Youth Camp
01.2008 - Current
Instructor & School Administrator
Victory Drive Church of God Parochial School
01.1997 - 01.2002
Bookkeeper – Secretary – Payroll Coordinator
Gilbert Fence Company
01.1995 - 01.1997
Administrative Assistant - Business & Records Dept
Church of God International Offices
01.1988 - 01.1989
High School Diploma -
LaFayette High School