KHYRA CHILDS
Tampa,FL
Summary
Dynamic professional with over 8 years of customer service experience in the banking and insurance sectors, adept at navigating complex challenges and delivering effective solutions. Expertise in critical thinking and analysis facilitates thorough investigations, leading to the identification of fraud and risk mitigation strategies that save costs and enhance operational efficiency. Proven track record as a team leader, mentoring both new and seasoned employees while fostering a culture of excellence in customer service. Committed to continuous improvement and professional development, leveraging strong analytical and communication skills to adapt swiftly to evolving environments.
Overview
11
11
years of professional experience
Work History
Small Business Account Manager
Bank of America
01.2024 - Current
- Developed customized solutions of deposit, lending, and other products for small business customers.
- Answered and managed 100 calls a day, each client calling in with a varied issue or inquiry
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Provided technical support for troubleshooting analytics and reporting issues.
- Handled various accounting transactions.
- Monitored and verified suspicious activity on customer accounts.
- Counted, verified and handled bank deposits and armored car transactions.
- Maintained friendly and professional customer interactions.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Established rapport with new clients to increase satisfaction and loyalty.
- Assisted customers with banking needs and inquiries.
- Educated customers on online banking and mobile banking applications.
- Generated monthly reports on customer activity and customer feedback.
- Worked with customers and engineering team to determine equipment needs and system requirements.
Sales and Service Senior
USAA
05.2020 - 01.2024
- Led a team in successfully obtaining 2.20 licenses across all 50 states, ensuring compliance and broad coverage for clients
- Promote internally twice to helpline representative, assisting colleagues while managing individualized tasks
- Spearheaded the restructuring of the worldwide customer onboarding and sales process, streamlining workflows and improving client acquisition efficiency
- Maintained accurate and up-to-date client files, tracking critical information such as exposure, risk, and premiums to ensure accurate policy management
- Managed and resolved general insurance inquiries, including quarterly and annual adjustments, ensuring clients received timely and accurate information
- Proactively initiated new business prospects by leveraging company leads and referrals, driving growth and expanding the client base
- Oversaw the accurate input of customer information, such as addresses, payment methods, and quotes, ensuring smooth and error-free transactions
- Effectively introduced and marketed new insurance products to clients, enhancing customer satisfaction and expanding product offerings
- Cultivated interpersonal skills by building positive relationships with others.
- Provided professional services and support in a dynamic work environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Skilled at working independently and collaboratively in a team environment.
- Applied effective time management techniques to meet tight deadlines.
Customer service rep/ sales
Medicare Insurance
10.2017 - 05.2020
- Reviewed insurance claims to ensure compliance with required processes/procedures. Oversaw caseload of ~350 claims/month and monitor to ensure appropriate closure. Resolve customer issues.
- Serve as Subject Matter Expert
- Attracted potential customers by answering product and service questions; suggesting information about other products and services that meet their needs
- Prepared product or service reports by collecting and analyzing customer information.
- Asked a series of questions to determine customers’ eligibility for specific plans and benefits
- Maintained superior customer service by evaluating and analyzing claimant’s information by providing recommendations, solve problems, document work flow and other activities relating to the improvement of operational and management practices
- Achieved expanded responsibility to handle claims with more discretion and minimal supervision than peers
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Support Representative
T-Mobile
07.2015 - 10.2017
- Provided superior customer service to foster repeat business. Arranged and displayed merchandise in an attractive, eye-catching manner to increase sales. Maintained store inventory, ensuring products were fully stocked. Observed company loss prevention policies and procedures.
- Managed a portfolio of ~100 clients per day, providing comprehensive account management that resulted in improved customer retention and consistent account growth.
- Drove a 35% increase in annual sales revenue by initiating targeted sales promotions and organizing in-house contests, boosting team performance and client engagement.
- Resolved complex product or service issues by effectively addressing customer complaints, analyzing root causes, and implementing tailored solutions to enhance client satisfaction.
- Prepared detailed product and service reports by gathering and analyzing customer information, providing valuable insights to support decision-making and continuous process improvements.
Education
Associate of Arts - Liberal Arts
DAYTONA STATE COLLEGE
DAYTONA, FL06-2018
High School Diploma -
Wharton High School
Tampa, FL2014
Skills
- Customer Relationship
- Strong interpersonal, written, and verbal communication skills
- High Standards of Ethics & Integrity
- Time Management
- Microsoft suite
- Claims Processing
- Data-driven decision making
- Multitasking Abilities
- Equipment troubleshooting
- Time management
- Problem-solving abilities
- Team collaboration
- Professionalism
- Attention to detail
Accomplishments
- Achieved lead position at USAA through effectively showing results through consistent metrics and willingness to assist.
- Resolved product issue through consumer testing.
- Promoted products and encouraged customers to upgrade their existing product plans.
- Conflict Resolution - Accountable for managing customer account inquiries, accurately delivering information to ensure the resolution of product/service issues and customer satisfaction.
Languages
English
Native or Bilingual
Timeline
Small Business Account Manager
Bank of America
01.2024 - Current
Sales and Service Senior
USAA
05.2020 - 01.2024
Customer service rep/ sales
Medicare Insurance
10.2017 - 05.2020
Customer Support Representative
T-Mobile
07.2015 - 10.2017
Associate of Arts - Liberal Arts
DAYTONA STATE COLLEGE
High School Diploma -
Wharton High School