Kitty Kayla Carmona
Reynoldsburg,OH
Summary
Proven Senior Customer Service Specialist with a track record of resolving complex customer issues and driving satisfaction. At Bread Financial, excelled in escalation management and cross-functional collaboration, significantly enhancing customer support outcomes. Skilled in complaint resolution and de-escalation techniques, consistently delivering solutions that uphold company standards and customer expectations.
Experienced professional with many years serving industry customers. Skillfully educate customers, troubleshoot issues, and process payments. Security-conscious, proficient in regulations and successful in using multiple systems and interchangeable technologies to handle customer concerns.
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
30
30
years of professional experience
Work History
Senior Customer Service Specialist
Bread Financial
Columbus, Ohio
07.1997 - 12.2024
- Provided technical support and troubleshooting assistance to customers.
- Resolved customer complaints promptly and efficiently.
- Maintained records of all customer interactions, inquiries, and transactions.
- Facilitated communication between customers and other departments within the organization.
- Ensured compliance with applicable laws and regulations regarding customer service operations.
- Responded quickly to any escalated issues or disputes from customers.
- Investigated complex problems reported by customers and proposed effective solutions.
- Developed strong relationships with external vendors in order to provide best-in-class services for customers.
- Educated customers about products, pricing and policies to address and resolve issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Customer Service Agent Assistant
Intrim Personal
Columbus, Ohio
05.1995 - 07.1997
- Assisted customers with inquiries, complaints and requests via phone, email and chat.
- Provided timely responses to customer inquiries while maintaining a high level of professionalism.
- Resolved customer issues in a timely manner by utilizing problem solving skills.
Education
High School Diploma -
Whetstone High School
Columbus, OH07-1988
Skills
- Escalation Management
- De-Escalation Techniques
- Complaint Handling
- Customer Education
- Documentation Review
- Customer Support
- Payment Processing
- Cross-Functional Collaboration
- Credit Card Processing
- Complaint Resolution
- CRM software
- Call auditing
- Call control
- Email support
- Complaint handling
- Call center experience
- De-escalation techniques
Timeline
Senior Customer Service Specialist
Bread Financial
07.1997 - 12.2024
Customer Service Agent Assistant
Intrim Personal
05.1995 - 07.1997
High School Diploma -
Whetstone High School
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