Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kiawanna Young

St Louis,MO

Summary

Personable and dedicated Customer Service Representative with extensive experience in the banking industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.

Goal-oriented effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls.

Overview

10
10
years of professional experience

Work History

Operations Specialist

Wells Fargo Advisors
St. Louis Mo, MO
06.2021 - 10.2024
  • Identified operational and performance issues and worked with managers to resolve concerns.
  • Reduced process lags and trained team members on best practices and protocols.
  • Completed various reports and analyzed each report to decide where improvements could be made.
  • Drove standardized best practices and leveraged support functions to optimize operational performance while meeting goals.
  • Evaluated and reported on department metrics to upper management.
  • Demonstrated the use of advanced formulas and functions within Excel, such as Vlookup.
  • Learned how to use the Marco.
  • Encouraged new hires trainees to ask questions about their work and I provided answers as necessary.
  • Explained techniques for importing data from external sources into an Excel worksheet.
  • Reviewed assignments submitted by students and offered constructive criticism where applicable.
  • Identified areas where improvement was needed among individual learners and developed tailored solutions accordingly.
  • Maintained up-to-date records of employee training activities within the organization's database system.
  • Evaluated instructor performance during classes and provided feedback as needed.

Banking Advisor/ Wells Fargo Advisors Contractor

Disys, LLC
St. Louis, MO
12.2019 - 05.2021
  • Automated office operations to manage client correspondence, record tracking and data communications.
  • Cultivated impactful relationships with customers by delivering product knowledge.
  • Deescalated customer concerns and complaints by offering valuable insights to customers' needs and expectations.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Worked with external representatives to address customer needs.
  • Answered inbound calls and directed to designated individuals or departments.
  • Analyzed customer's financial situations to determine the best options for meeting their needs.

Customer Service Representative

Commerce Bank
Creve Coeur, MO
04.2015 - 02.2018
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Answered 60+ inbound calls per day assisting with account details and online banking enrollment.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns to supervisors.

Education

High School Diploma -

Construction Careers Center
St. Louis Mo
05.2008

Skills

  • File and data retrieval systems
  • Report writing
  • Data entry
  • Problem resolution
  • MS Office
  • Customer service
  • Completed training on Smart Station and BET
  • Completed training on BETA
  • Inbound and outbound calling
  • Organizational Skills

Timeline

Operations Specialist

Wells Fargo Advisors
06.2021 - 10.2024

Banking Advisor/ Wells Fargo Advisors Contractor

Disys, LLC
12.2019 - 05.2021

Customer Service Representative

Commerce Bank
04.2015 - 02.2018

High School Diploma -

Construction Careers Center
Kiawanna Young