Kiley Hyde
Felicity,OH
Summary
Dynamic professional with a proven track record at Polly, excelling in customer support and technical troubleshooting. Adept at enhancing user experience through effective communication and collaboration. Recognized for improving client satisfaction and streamlining processes, leveraging strong attention to detail and adaptability to resolve complex issues efficiently.
Overview
4
4
years of professional experience
Work History
Associate Support Engineer
Polly
California
07.2024 - Current
- Provided technical support for customer inquiries, resolving issues efficiently.
- Collaborated with cross-functional teams to enhance product functionality and user experience.
- Documented troubleshooting processes and solutions in knowledge base for future reference.
- Monitored system performance, identifying areas for improvement and reporting anomalies proactively.
- Trained new team members on support protocols and best practices for customer service delivery.
- Conducted root cause analysis on recurring issues to develop preventive measures collaboratively.
- Utilized ticketing systems to track, prioritize, and resolve customer requests effectively.
- Managed escalation process for complex issues requiring specialized expertise or additional resources.
- Improved client relationships by maintaining clear communication channels throughout the support process.
- Served as a liaison between clients and internal departments to ensure comprehensive resolution of issues affecting multiple areas of business operations.
- Enhanced system performance by identifying and resolving technical issues in a timely manner.
- Maintained accurate records of all client interactions within ticketing systems, providing valuable data for trend analysis and process improvement initiatives.
- Provided remote assistance to clients experiencing technical difficulties, resolving issues quickly and effectively.
- Created user accounts and assigned permissions.
Loan Officer Assistant
Paramount Residential Mortgage Group - PRMG
Loveland, OH
09.2022 - 08.2024
- Coordinated communication between clients and loan officers to streamline information flow and enhance customer service.
- Prepared documentation for underwriting, including income verification and credit analysis, ensuring accuracy and completeness.
- Managed scheduling of appointments and follow-ups, optimizing workflow efficiency for loan officers.
- Conducted preliminary assessments of borrower qualifications to expedite approval processes and improve turnaround times.
- Maintained detailed records of client interactions using mortgage software systems to support loan tracking and reporting.
- Collaborated with team members to identify process improvements, enhancing overall operational efficiency in loan processing.
- Trained new staff on company protocols and software applications, fostering a knowledgeable team environment.
- Answered inquiries and provided superior customer service to clients.
- Communicated with customers daily to request information and complete paperwork.
- Supported loan processing by compiling applicant documentation such as credit reports, employment verifications, and financial history paperwork.
- Provided comprehensive administrative support to Loan Officers so they could focus on building relationships with clients and generating new business opportunities.
- Cultivated productive relationships with clients, realtors, and title/escrow officers to increase profits and expand customer base.
- Developed strong rapport with real estate agents, cultivating valuable referral networks that led to increased business growth opportunities.
- Proactively addressed potential roadblocks in the loan process, resulting in faster resolution of issues and higher client satisfaction rates.
- Enhanced efficiency in loan processing by implementing digital filing system for client documents.
- Calculated debt-to-income ratios to determine maximum loan amounts and avoid overextending applicants.
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Reviewed and validated details of loan applications and closing documentation.
- Analyzed credit reports to assess risk and determine applicants' ability to repay loans.
Client Concierge
Crosscountry Mortgage Inc
Batavia, OH
12.2021 - 09.2022
- Provided exceptional customer service, addressing client inquiries and resolving issues promptly.
- Coordinated communication between clients and mortgage specialists to streamline application processes.
- Maintained detailed records of client interactions, contributing to improved follow-up procedures and satisfaction rates.
- Implemented feedback mechanisms to gather client insights, driving continuous improvement initiatives within the department.
- Conducted regular follow-ups with clients, fostering long-term relationships built on trust and reliability.
- Ensured client privacy by adhering to strict confidentiality policies, maintaining trust in the concierge service and protecting sensitive personal information at all times.
- Coordinated appointment scheduling to optimize time management for both clients and staff members.
- Conducted extensive research on behalf of clients, providing detailed information and recommendations for various requests such as dining options, entertainment venues or local attractions.
- Anticipated, identified and solved ongoing client needs.
- Negotiated exclusive deals with vendors on behalf of clients, securing cost-effective options while maintaining top-quality services or products desired.
- Managed multiple client accounts, ensuring timely delivery of services and accurate billing.
- Created welcoming and comfortable environment for guests.
Education
High School Diploma -
Georgetown Jr/Sr High
Georgetown, OH05-2026
Skills
- Customer support
- Troubleshooting skills
- Remote support
- User support
- System configuration
- Customer education
- Technical support
- Technical documentation
- Technical analysis
- Troubleshooting and Diagnostics
- Ticketing systems
- Teamwork
- Time management
- Attention to detail
- Adaptability and flexibility
Timeline
Associate Support Engineer
Polly
07.2024 - Current
Loan Officer Assistant
Paramount Residential Mortgage Group - PRMG
09.2022 - 08.2024
Client Concierge
Crosscountry Mortgage Inc
12.2021 - 09.2022
High School Diploma -
Georgetown Jr/Sr High