Kenya Foster
Rocky Mount,NC
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Capital One
Remote
07.2025 - Current
- Resolved customer inquiries through multiple channels, enhancing overall satisfaction and loyalty.
- Trained new team members on systems and protocols, ensuring seamless integration into operations.
- Documented customer interactions accurately in CRM systems to maintain detailed service records.
- Collaborated with cross-functional teams to address escalated issues effectively and efficiently.
- Managed high-volume call queues while maintaining professionalism and accuracy in responses.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Member Services Representative
State Employees Credit Union
Rocky Mount, NC
10.2023 - 06.2024
- Kept administrative records up to date and accurate to promote efficiency and team effectiveness in all interactions.
- Copied, logged, and scanned supporting documents before filing everything in the client's files.
- Maintained customer loyalty by providing fast, friendly, and knowledgeable service for routine questions and complaints.
- Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
- Helped manage the company database by verifying, editing, and changing member information.
- Trained
- Assisted members in resolving account, service, and system issues by educating members on required forms and technical processes.
Credit Operations Fulfillment Specialist II
Truist
Wilson, NC
12.2021 - 06.2023
- Provided support and mentoring to new team members as they learned various navigational duties, such as completing HELOC, Personal Loans, Marine, Auto, Boat/Motor/Trailer loan, Auto Loan requests.
- Walked team members through the process of how to complete conditions assigned from the underwriters.
- Screen shared to walk team members to the required areas on loan applications in which they were struggling on.
- Explained appraisal reports.
- Maintained a strong understanding of Truists loan products, policies and processes.
Fraud Detection Specialist
BB&T
12.2018 - 12.2018
- Analyzed large amounts of data to find patterns of fraudulent transactions.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify them of fraudulent activity and minimize impacts.
- Reviewed reports and individual transactions, which appeared suspicious to uncover possible fraudulent activity.
- Worked well in a team setting providing support and guidance.
- Applied effective time management techniques to meet tight deadlines.
- Resolved problems, improved operations, and provided exceptional service.
Skills
- Report preparation
- Good written communication skills
- Multitasking
- Data entry
- Loan origination
- Collections
- Fraud Detection
- Active listening
- Customer service
- Problem resolution
- Relationship building
- Call center experience
Timeline
Customer Service Representative
Capital One
07.2025 - Current
Member Services Representative
State Employees Credit Union
10.2023 - 06.2024
Credit Operations Fulfillment Specialist II
Truist
12.2021 - 06.2023
Fraud Detection Specialist
BB&T
12.2018 - 12.2018