Kisty Young
Little Elm
Summary
Dedicated Customer Care Representative with a strong focus on effective communication and problem-solving. Proven ability to streamline workflows and enhance customer satisfaction through data analysis and teamwork.
Overview
25
25
years of professional experience
Work History
Customer Care Representative
Careington
Frisco, TX
04.2024 - Current
- Resolved customer inquiries and concerns through effective communication and problem-solving skills.
- Provided assistance to call-in customers by answering questions and processing orders efficiently.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Analyzed customer feedback to identify trends, driving improvements in service quality and satisfaction.
- Streamlined workflows by implementing solutions that enhanced response times for customer requests.
- Trained new representatives on systems and procedures to ensure consistency in service delivery.
- Provided support to team members by sharing knowledge and best practices in customer service processes.
Core Non- Default Specialist
PennyMac Loan Services
Fort Worth, TX
06.2022 - 04.2023
- Analyzed borrower accounts to identify default risks and implement effective resolution strategies.
- Facilitated communication between borrowers and loan servicers to ensure compliance with regulatory requirements.
- Developed tailored repayment plans that aligned with borrower financial situations, enhancing customer satisfaction.
- Monitored industry trends and changes in regulations to adapt operational processes accordingly.
- Trained and mentored junior team members on best practices for managing default cases effectively.
Red Coat Agent
Delta Global Services
Dallas, TX
12.2016 - 05.2020
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Coordinated passenger check-in processes to enhance operational efficiency and reduce wait times.
- Monitored compliance with safety regulations, contributing to a secure environment for passengers and staff.
- Trained new agents on company policies and customer service protocols to maintain high standards.
- Assisted with baggage handling procedures, ensuring accurate loading and unloading of aircraft cargo.
Office Manager
Brookshire Grocery
Monroe, LA
12.2001 - 06.2016
- Coordinated scheduling and resource allocation for multiple departments to optimize productivity.
- Managed supply inventory, ensuring timely procurement and adherence to budgetary constraints.
- Streamlined office procedures to enhance operational efficiency and improve workflow processes.
- Implemented new filing systems, improving document retrieval times and reducing inefficiencies.
- Developed training programs for new staff, fostering a culture of continuous learning and development.
- Led cross-functional teams in strategic planning sessions to align departmental goals with company objectives.
Education
Associate of Science - General Studies
Southern New Hampshire University
Hooksett, NH01-2027
High School Diploma -
Ouachita High School
Monroe, LA05-2000
Skills
- Call center experience
- Customer service
- Phone support
- Data entry
- Problem resolution
- Data entry
- Relationship building
- Problem resolution
Timeline
Customer Care Representative
Careington
04.2024 - Current
Core Non- Default Specialist
PennyMac Loan Services
06.2022 - 04.2023
Red Coat Agent
Delta Global Services
12.2016 - 05.2020
Office Manager
Brookshire Grocery
12.2001 - 06.2016
Associate of Science - General Studies
Southern New Hampshire University
High School Diploma -
Ouachita High School