Kim Byrnes
Bank of America
Carbondale,PA
49
years of professional experience
Experienced customer service professional with banking and department management background, skilled in account management, de-escalation, and staff training. Known for calm problem-solving, accurate transaction support, and strong client communication.
Work History
Service Specialist
10 Years 1 Month- Resolved client account inquiries, delivering accurate support across deposit card and online banking services.
- Processed transactions and handled account maintenance requests to support compliance with bank policies and procedures.
- Diagnosed service-related problems, coordinated next-step follow-up, and provided clear resolution status communications to clients.
- Reviewed documentation accuracy to support error-free account changes and timely customer request processing.
- Coordinated escalation of complex cases to appropriate teams to uphold service standards and ensure timely client communication.
- Sustained consistently high service quality by meeting or exceeding response time metrics and customer satisfaction score benchmarks.
- Provided product, service, and company information responses by addressing customer requests promptly and accurately.
- Provided customer service excellence through advanced product and service knowledge, delivering welcoming interactions and helping customers improve financial lives.
- Managed customer concerns with empathy and resolved problems swiftly to deliver superior customer experience.
Department Manager
17 Years- Directed daily department operations, aligning staffing workflow and service priorities with hospital standards.
- Oversaw scheduling coverage planning and daily workload allocation to maintain consistent patient service.
- Collaborated with physicians, nurses, and administrators to address operational concerns and support day-to-day operations.
- Designed and executed cross-training initiatives for employees to strengthen overall departmental knowledge and role versatility.
- Evaluated workflows, streamlined processes, and implemented time-saving strategies to improve department operations.
- Optimized scheduling practices to ensure adequate staffing during peak business hours while maintaining employee satisfaction and budgetary constraints.
- Coordinated training programs for new employees, driving improved onboarding and productivity.
- Maintained professional demeanor while resolving unhappy or angry customer concerns calmly.
- Established team priorities, maintained schedules, and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Monitored compliance with hospital policies, safety requirements, and regulatory procedures.
Restaurant Worker
18 Years- Consistent menu preparation supported recipe accuracy, portion control, and sanitation compliance. Accurate POS processing kept orders, cash handling, and card transactions running smoothly. Clean dining, kitchen, and service areas supported safe, compliant restaurant operations. Timely coordination with kitchen staff improved order delivery and overall service flow. Effective training helped new staff learn station procedures, customer service standards, and daily routines. Well-managed supply restocking, inventory checks, and storage organization supported efficient operations. Prompt guest issue resolution protected service quality and maintained professional interactions. Flexible support across multiple locations kept staffing needs and daily operations covered.
- Balanced multiple responsibilities, including taking orders, serving meals, and attending to guest needs, to maintain a seamless dining experience.
- Restocked supplies, monitored inventory levels, and organized storage areas for efficient operations.
- Collaborated with kitchen staff to ensure order accuracy, reducing customer complaints.
Education
No Degree - Culinary Arts
No Degree - Medical Billing And Coding
Skills
Client relationship management (CRM)
Product sales
Payment processing
Account management
Customer service and education
Call center experience
Effective telephone communication
Issue resolution
De-escalation techniques
Sssssstaff training and scheduling
Time management
Organization
Problem-solving
Critical thinking
Decision-making
Adaptability and flexibility
Active listening
Communication skills
Staff training and scheduling
Microsoft outlook
Medical terminology
Relationship building
Timeline
Service Specialist
Bank of America
09.2016 - CurrentRead More
Department Manager
Tyler Memorial Hospital
01.1996 - 01.2013Read More
Restaurant Worker
Multiple Locations
01.1978 - 01.1996Read More
Johnson & Wales University
No Degree from Culinary Arts
Read More
McCann School of Business & Technology
No Degree from Medical Billing And Coding
Read More