Open To Work
Keyonia Lyman
Montgomery,AL
Summary
Experienced customer service professional with a strong background in conflict resolution and team leadership. Skilled in CRM software with a commitment to fostering client relationships and operational efficiency. Demonstrated ability to enhance customer satisfaction through effective quality assurance and training. Proven leader with a focus on delivering exceptional service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Payroc
09.2024 - 06.2025
- Delivered high-quality customer service across multiple communication channels (email and phone).
- Conducted quality assurance evaluations and coached agents to improve performance.
- Collaborated with leadership to identify and address service gaps.
- Monitored and analyzed performance against KPIs to ensure service excellence.
- Produced written reports and maintained standard operating procedures (SOPs).
- Assisted customers with inquiries regarding payment processing solutions.
- Resolved issues related to transaction discrepancies and account inquiries.
- Educated clients on using online payment systems effectively.
- Collaborated with team members to enhance customer service procedures.
- Documented customer interactions in the CRM system for tracking purposes.
- Provided feedback to management on common customer challenges faced.
- Trained new staff on company policies and customer service protocols.
- Actively participated in team meetings to discuss service improvements and strategies.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Team Lead
i3 Verticals
Murfreesboro, TN
10.2022 - 09.2024
- Supervised a team of customer service agents, providing training, support, and performance feedback.
- Led initiatives to improve efficiency and customer satisfaction based on feedback and data analysis.
- Ensured compliance with service standards and documented SOPs.
- Reported key performance trends to leadership.
- Led customer service team to enhance support and improve client satisfaction.
- Trained new staff on company policies and effective communication techniques.
- Monitored team performance and provided feedback for continuous improvement.
- Developed training materials to streamline onboarding processes for new employees.
- Resolved escalated customer issues with empathy and professionalism.
- Implemented best practices for handling customer inquiries across multiple channels.
- Collaborated with management to identify areas for operational efficiency improvements.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Implemented company processes to effectively resolve customer service issues.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Collaborated with other departments to ensure that customers' needs were met within established timelines.
- Managed daily operations of the team including assigning tasks.
- Enforced compliance with company standards related to safety, security, quality assurance.
- Responded quickly and professionally to any incoming emails from customers seeking assistance.
- Organized team meetings to discuss new initiatives or changes in policies and procedures.
- Identified trends in customer requests and developed solutions to address them proactively.
- Provided technical support when necessary by troubleshooting problems over the phone or online chat platforms.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Motivated teams by recognizing and rewarding excellence.
- Provided daily direction to call center associates.
Customer Service Representative
i3 Verticals
Murfreesboro, TN
01.2022 - 09.2022
- Resolved customer inquiries and issues across various channels with professionalism.
- Maintained accurate records of interactions and escalations.
- Supported junior team members and ensured seamless operations.
- Assisted customers with inquiries regarding payment processing solutions.
- Resolved issues related to transaction discrepancies and account inquiries.
- Educated clients on using online payment systems effectively.
- Documented customer interactions in the CRM system for tracking purposes.
- Provided feedback to management on common customer challenges faced.
- Trained new staff on company policies and customer service protocols.
- Actively participated in team meetings to discuss service improvements and strategies.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Temporary Customer Service Representative
Ashton Carter @ i3 Verticals
Murfreesboro, TN
08.2021 - 01.2022
- Delivered consistent, high-quality support during a seasonal ramp-up period.
- Assisted with training and mentoring junior staff.
- Handled complex customer concerns with empathy and efficiency.
- Provided timely support to customers through phone and email communications.
- Resolved customer inquiries by utilizing company resources and knowledge base.
- Assisted team members in troubleshooting technical issues for clients.
- Documented customer interactions and feedback in the CRM system.
- Maintained a positive attitude while managing high call volumes daily.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
Front Desk Agent
Candlewood Suites
Smyrna, TN
06.2020 - 01.2021
- Managed guest check-in/check-out processes and resolved any concerns to ensure a positive stay.
- Provided concierge-style assistance and maintained excellent customer relations.
- Managed reservations using hotel management software to ensure accurate guest records.
- Responded promptly to guest inquiries, providing information about hotel services and amenities.
- Processed payments and handled cash transactions securely during shifts.
- Assisted in maintaining inventory of front desk supplies, ensuring availability for operations.
- Resolved guest complaints effectively, ensuring satisfaction through attentive service.
- Answered phones, responded to inquiries, and took messages.
- Assisted with check-in and check-out procedures for guests.
- Provided excellent customer service while upholding company policies.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Inputted guest information into computer system accurately and securely.
- Processed payments accurately and efficiently.
Daycare Teacher
R Kids R Small Wonders
Murfreesboro, TN
08.2018 - 05.2020
- Provided nurturing care and early education to children, including behavior management and activity planning.
- Communicated regularly with parents about children’s development and needs.
- Maintained a safe, clean, and positive learning environment.
- Designed engaging lesson plans for diverse age groups and learning styles.
- Supervised daily activities to ensure safety and adherence to guidelines.
- Fostered positive relationships with children and families to promote a welcoming environment.
- Implemented developmental activities that enhanced social and cognitive skills.
- Collaborated with staff to create a supportive learning atmosphere for all children.
- Conducted regular assessments of children's progress and development milestones.
- Maintained cleanliness and orderliness of the classroom and play areas daily.
- Supervised children during meal times, playtime, and other activities.
- Supervised circle time, free play, outside play, and learning and developmental activities.
- Taught children foundational skills in colors, shapes and letters.
- Assisted with toilet training and diaper changing when necessary.
- Developed lesson plans and activities to engage children in learning.
- Communicated with children's parents and guardians about daily activities, behaviors and problems.
- Ensured safety of all children by monitoring playground equipment use.
Education
High School Diploma -
Oakland High School
Murfreesboro, TN05-2015
Some College (No Degree) - Business Commerce
Middle Tennessee State University
Murfreesboro, TNSkills
- Customer Service & Leadership
- Call Center Management
- Quality Assurance & Coaching
- Conflict Resolution
- Account Management
- Team training and supervision
- Email & Phone Support
- Administrative & Technical
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Organizational & Time Management
- Business Reconciliation
- Marketing Support
- Classroom Management
- Child Development
- CPR Certified
- Problem solving
- Performance analysis
- Time management
- Verbal and written communication
- Team development
- Quality control
- Follow-up skills
- Client relations
- CRM software proficiency
- High-energy attitude
- Data collection
- Tracking complaints
- Call center procedures
- Positive and professional
- Hospitality and accommodation
- CRM software
- Credit card payment processing
- Researching
- Inbound and outbound calling
- Training development aptitude
- Team development
Additional Information
Available for remote or on-site opportunities, Strong work ethic, adaptable, and dedicated to continuous improvement
Certification
Spiritual & Life Coach Certificate
Work Preference
Job Search Status
Open to workWork Type
Part TimeFull TimeLocation Preference
RemoteSalary Range
$17/hr - $1000/hrTimeline
Customer Service Representative
Payroc
09.2024 - 06.2025
Customer Service Team Lead
i3 Verticals
10.2022 - 09.2024
Customer Service Representative
i3 Verticals
01.2022 - 09.2022
Temporary Customer Service Representative
Ashton Carter @ i3 Verticals
08.2021 - 01.2022
Front Desk Agent
Candlewood Suites
06.2020 - 01.2021
Daycare Teacher
R Kids R Small Wonders
08.2018 - 05.2020
High School Diploma -
Oakland High School
Some College (No Degree) - Business Commerce
Middle Tennessee State University