Keyera Robinson
Leander
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
New American Funding
10.2023 - Current
- Execute mortgage validation processes while ensuring seamless customer satisfaction through effective warm transfers and survey administration
- Deliver comprehensive customer support by facilitating ACH payments and resolving inquiries related to escrow and mortgage statements
- Analyze and address reasons for borrowers' reluctance to be transferred, ensuring a smooth experience
- Conduct follow-up calls to establish rapport with non-responsive borrowers or those who declined transfers
- Proactively connect borrowers ready for refinancing or purchase with active Loan Officers via live phone transfers or scheduled email follow-ups
Operator
Capmetro
07.2023 - 10.2023
- Provide safe and reliable transportation services, ensuring on-time pick-up and drop-off for all passengers
- Deliver exceptional customer service, catering to the needs of elderly adults and individuals with disabilities to enhance their travel experience
- Conduct thorough vehicle inspections using the Driver Vehicle Process, ensuring all safety protocols are met before and after each trip
- Maintain detailed logs of vehicle performance and safety checks to comply with company and legal standards
- Effectively communicate with dispatch and customers to optimize route planning and address any potential delays
- Assist passengers with boarding, securing mobility devices, and maintaining a clean and comfortable environment during transit
Human Resource / Road Supervisor
Saga Kapital Group Inc
12.2020 - 07.2023
- Led driver training sessions to improve competencies, enhance operational knowledge, and ensure adherence to safety and service protocols; documented performance evaluations to track progress
- Set clear performance benchmarks and deadlines aligned with organizational standards, driving team accountability and operational consistency
- Oversaw and optimize workflow processes, ensuring role clarity and proper task allocation among team members to improve overall efficiency
- Provided actionable, constructive feedback to staff, focusing on fostering professional growth, coaching for skill enhancement, and promoting operational excellence
- Developed individualized development plans for drivers, encouraging continuous improvement and adherence to best practices
- Analyzed performance metrics to identify areas of improvement and implemented targeted strategies to boost productivity and team cohesion
Lead Packing Handler
Fedex Ground
11.2018 - 12.2020
- Supervised and provided oversight for team member performance, ensuring efficient operations
- Ensured timely pick up and delivery of customers goods during high volume times such as the pandemic and holiday seasons
- Addressed safety concerns and resolved troubleshooting tasks, facilitating a secure and effective work environment
Lead Cashier
El Pollo Loco
05.2018 - 10.2018
- Accurately processed monetary transactions , ensuring precise cash handling and maintaining financial integrity
- Managed both drive through and front counter responsibilities
- Delivered consistent customer service even when dealing escalations
Education
Diploma -
City Honors College Preparatory Academy
Inglewood, CA01.2018
Skills
- Team Leader
- Excellent Customer service
- Computer Literacy
- Written and Verbal communication
- Onboarding Management
- Critical Thinker
- Professionalism
- Call center experience
- Benefits Administration
Timeline
Customer Service Specialist
New American Funding
10.2023 - Current
Operator
Capmetro
07.2023 - 10.2023
Human Resource / Road Supervisor
Saga Kapital Group Inc
12.2020 - 07.2023
Lead Packing Handler
Fedex Ground
11.2018 - 12.2020
Lead Cashier
El Pollo Loco
05.2018 - 10.2018
Diploma -
City Honors College Preparatory Academy
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