Kentrell Leavy
Dallas,TX
Summary
Motivated, self-starter with over 20 years of Customer Service experience and a can do attitude. Organized and focused with demonstrated ability to balance the demands of multiple projects while meeting strict deadlines. Known for adaptability and commitment to achieving goals. Accustomed to handling sensitive, confidential records. Excellent team-building skills.
Overview
13
13
years of professional experience
Work History
Treasury F&S Sr Spec - Service
Bank of America
10.2018 - Current
- Create a connection and develop rapport with customers to provide outstanding, personalized service
- Listen carefully and connect with customers to understand their top financial priorities and to uncover products and solutions that will benefit them
- Ensure customers/clients are quickly connected to the appropriate teammate with the expertise to meet their needs
- Service less complex inquiries received from Treasury clients through phone, email or online channels regarding their treasury, cash management, card, merchant and/or depository products
- Analyze and Determine appropriate handling and resolution of requests
- Partner with internal business partners to provide resolution to client inquiries, issues and/or technical support
- Receives and responds to client and partner requests received by email, phone, chat or workflow system
- Engage with customers, begin a conversation, build rapport, and handle objections
- Conducts research using various bank systems to enable response to client questions and inquiries
Chat Specialist
ProStaff/PFSWeb
05.2018 - 10.2018
- Respond to customer questions and concerns via live chat
- Up sell and cross sell additional items
- Answer inquiries while maintaining and updating the customer database
- Accurate and efficient order entry
- Maintain a sense of urgency when responding to customer needs
- Being creative and going above and beyond to find the best resolution.
Mail Room Associate
Exela Technologies
06.2018 - 10.2018
- Document Scanning: Operate network high speed production scanning equipment; Perform scanning and imaging tasks; Identify, classify and sort documents; Process cash or check in accordance with security and operating policy/procedure
- Document Indexing: Identify objective data and enter at a high level of productivity and accuracy; Perform data entry task from a paper and/or document image; Utilize system functions to perform data look-up and validation, High volume sorting, analyzing, indexing, of insurance, legal and financial documents
- Maintain high degree of quality control and validation of completed work
- Ensure operating and quality standards met based on service objectives
- Ensure adherence to business guidelines, safety and security procedures
- Ensure the highest level of customer care.
Customer Service Manager
The Five Star Lab
10.2016 - 09.2017
- Receive Purchase Orders and enter data into company's internal system to create a work order for production staff
- Coordinate with Production Manager, Production Team and clients to ensure orders are processed accurately
- Process payments through Authorize.Net and send invoices/receipts to clients
- Fulfill and maintain count of inventory items
- Ship products through FedEx Manager and schedule couriers
- Responsible for timely processing of orders based on client's Service
- Level Agreement.
Customer Service/Quality Assurance
Print Place/Digital Room Inc
05.2014 - 10.2016
- Provide excellent customer service by telephone or in person to educate about products and/or services, intake new orders, and cancel accounts
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as document actions taken and resolutions provided
- Check to ensure that appropriate procedures were followed to resolve customers' problems
- Resolve customer’s service or billing complaints by performing activities such as offering discount, refunding money, or adjusting bills or invoices
- Refer unresolved customer grievances to designated departments for further investigation
- Advancement to Quality Assurance department.
Document Control Specialist
First American Trustee Servicing Solutions
10.2010 - 07.2013
- Ensure that document control functions are being performed in accordance with the procedures and in a timely manner
- Monitor and process accounts in the foreclosure process
- Ensure accounts are properly documented with actions taken, correspondence and explanation of delay, if any
- Maintain attorney communication via phone, email, LPS and AS400
- Following up with other departments and/or local counsel for outstanding items
- Responsible for timely processing of activities & responsiveness of alerts to ensure Foreclosure Timeline Management is met.
Education
HS Diploma -
Bakersfield High
Skills
- Oral & Written Communication
- Active Listening
- Time Management
- Critical Thinking
- Relationship Building
- Problem Solving
- Multitasking
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Microsoft Word
- 10 key
Timeline
Treasury F&S Sr Spec - Service
Bank of America
10.2018 - Current
Mail Room Associate
Exela Technologies
06.2018 - 10.2018
Chat Specialist
ProStaff/PFSWeb
05.2018 - 10.2018
Customer Service Manager
The Five Star Lab
10.2016 - 09.2017
Customer Service/Quality Assurance
Print Place/Digital Room Inc
05.2014 - 10.2016
Document Control Specialist
First American Trustee Servicing Solutions
10.2010 - 07.2013
HS Diploma -
Bakersfield High
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