KENNEDI LYLES
Synchrony
Spartanburg,SC
8
years of professional experience
Driven by a results-focused approach, I excelled at my expertise in customer service, banking, case management and problem-solving to enhance customer satisfaction and retention. My adeptness in Microsoft Office Suite and conflict resolution significantly contributed to developing comprehensive support strategies, achieving notable improvements in client relations and operational efficiency. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Work History
Bank Customer Service Representative
2 Years- Delivered exceptional customer service by resolving inquiries and issues efficiently.
- Processed account transactions accurately, ensuring compliance with bank policies.
- Educated customers on products and services, enhancing their banking experience.
- Collaborated with team members to streamline processes and improve workflow efficiency.
- Performed at a high call volume providing great customer service with accurate detail to customer request.
Customer Service Case Manager
2 Years 10 Months- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their car needs.
- Enhanced communication between clients through consistent follow-ups and progress updates.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Customer Service Specialist
1 Year 1 Month- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer’s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies and procedures, ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Customer Service Sales Representative
2 Years 1 Month- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Assisted in training of new hires, sharing best practices and company policies.
- Maintained detailed records of customer interactions, tracking concerns and resolutions.
Education
Associate Of Business
Skills
Problem-Solving
Case Management
Case Documentation
Organization and Multitasking
Decision-Making
Conflict Resolution
Email and Telephone Etiquette
Client Advocacy
Case Planning
Data Entry and Analysis
MS Office
Interdisciplinary Collaboration
Customer Relations
Call Center Operations
Appointment Scheduling
Administrative Support
Microsoft Office Suite
Customer Relationship Management (CRM)
Sales expertise
Escalation management
Timeline
Bank Customer Service Representative
Synchrony
10.2024 - CurrentRead More
Customer Service Case Manager
Jaguar Land Rover North America
09.2021 - 07.2024Read More
Customer Service Specialist
Apple
07.2020 - 08.2021Read More
Customer Service Sales Representative
Dicks Sporing Goods
05.2018 - 06.2020Read More
Spartanburg Community College
Associate Of Business
Read More