Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kensha Parker

Fort Mitchell

Summary

Experienced customer service supervisor dedicated to delivering exceptional service. Proven track record in call centers within the banking industry spanning over 5 years. Exceptional written and oral communication skills ensure effective connection with customers and issue resolution. Prioritizing team member development, equipping them with necessary skills for future growth and advancement.

Overview

8
8
years of professional experience

Work History

Customer Care Supervisor

Synovus
12.2021 - Current
  • Monitors Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise.
  • Research, resolves, and responds to escalated cases and problems through direct action or referral to the appropriate person/department; makes decision regarding payments and other request as needed.
  • Responsible for prioritizing work and delegating tasks to ensure proper coverage of functions.
  • Expert level knowledge of department processes and product to serve as the first line of support in resolving internal and external customer issues.
  • Responsible for contributing to bank deposit growth; utilize and promote the needs-based sales concept; identify customers’ needs and match other bank services and products to those needs; participate in training on various products and services available for solicitation.
  • Oversees post classroom training of new hires, ensuring a comprehensive understanding of departmental and bank procedures, products, and services.
  • Coordinates and supervise day-to-day workflow in Call Center
  • Maintains a current knowledge base of all products and services available through the bank, to include changes and enhancements; ensure Contact Center Specialists are aware of these products and services and trained accordingly.
  • Holds team members (contact center specialists and contact center support specialists) accountable in all areas of performance including achievement of both sales and service goals, first call resolutions, dropped call metrics, and other established call center performance standards.
  • Provides leadership and direction to members of the department in accordance with Company policies and applicable laws. Responsible for conducting interviews, hiring, planning, assigning, or directing work, appraising performance, disciplining team members and resolving performance problems.
  • Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations, and risk limits specific to their role. Additionally, they should raise, and report known or suspected violations to the appropriate Company authority in a timely fashion.

Customer Care Team Lead

Synovus
12.2020 - 12.2021
  • Monitor Call Center activity to ensure that customer service and production standards are met and maintained. Work with other members of management team to address problems when they arise.
  • Expert level knowledge of department processes and product to serve as the first line of support in resolving internal and external customer issues.
  • Responsible for contributing to bank deposit growth; utilize and promote the needs-based sales concept; identify customers’ needs and match other bank services and products to those needs; participate in training on various products and services available for solicitation.
  • Maintains a current knowledge base of all products and services available through the bank, to include changes and enhancements; ensure Contact Center Specialists are aware of these products and services
  • Provide support to Contact Center Specialist

Learning Specialist Lead

Synovus
01.2020 - 12.2020
  • Expert proficiency using Synovus Customer Care related programs, systems, and databases
  • Knowledge of banking transactions, products, and policies and procedures
  • Strong customer service and telephone etiquette skills
  • Strong communications skills with ability to convey information in a receptive manner
  • Ability to communicate effectively to all leaders and customers
  • Strong interpersonal and rapport building skills with a courteous demeanor
  • Effective collaboration skills
  • Leadership and team building skills
  • Consultative skills
  • Virtual Facilitation skills
  • Skill navigating comfortably in a technical systems environment
  • Ability to write in a logical, clear, and concise manner
  • Good verbal communication and presentation skills
  • Multi-tasking and organizational skills with the ability to balance multiple responsibilities and opposing priorities simultaneously
  • Ability to maintain important level of confidentiality.
  • Proficiency using Microsoft Office software products including Teams

Customer Care Coordinator

Synovus
01.2019 - 01.2020
  • Assist Customers with online banking issues
  • Research solutions to customers bill payment issues using system
  • Escalate online banking cases to the correct department for resolution
  • Follow-up with customers via return phone call when needed
  • Lift any online banking issues up to leadership for immediate resolution

Substitute Teacher

MCSD
11.2018 - 01.2019
  • Perform assigned lesson plans in the absence of the regularly assigned schoolteacher
  • Document any issues with students in the class per the teachers request
  • Ensure the students can complete all assignments
  • Maintain class control
  • Provide instructions and assist with questions when needed
  • Ensure class safety rules are followed as outlined by the school district
  • Assist with special needs students when needed
  • Perform one on one assistance for handicapped students

ATM Support Analyst

Synovus Financial Corp
07.2017 - 03.2018
  • Monitor the ATMs to ensure they can dispense cash and take deposits properly
  • Monitor ATM functions using Vision, AMS, Solar Winds Orion, NetOps, Data Navigator, SSG , and Proviev
  • Resolve minor issues remotely when possible
  • Assist Bank branches with ATM deposit and withdrawal verification
  • Create dispatch tickets for service request when onsite assistance is required to resolve the issue.
  • Assist onsite technicians via phone when needed
  • Monitor all dispatches until completion
  • Escalate request when needed to expedite a service request
  • Research chronic issues using FIS and Diebold to ensure the best service is provided for the ATMs

Education

Associates Degree - Computer Science

Southern union State College
Opelika, AL

Skills

  • Over 20 years customer service experience
  • Strong Leadership Skills
  • Excellent written and oral communication skills
  • Extensive Knowledge of Customer Service procedures and principles
  • Organized with attention to detail
  • Excellent Time Management Skills
  • Strong problem-solving skills
  • Ability to motivate others
  • Strong planning skills

Timeline

Customer Care Supervisor

Synovus
12.2021 - Current

Customer Care Team Lead

Synovus
12.2020 - 12.2021

Learning Specialist Lead

Synovus
01.2020 - 12.2020

Customer Care Coordinator

Synovus
01.2019 - 01.2020

Substitute Teacher

MCSD
11.2018 - 01.2019

ATM Support Analyst

Synovus Financial Corp
07.2017 - 03.2018

Associates Degree - Computer Science

Southern union State College

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Kensha Parker