Kourdrick Sylvester
Omaha,Nebraska
Summary
Versatile and dependable professional with extensive experience in customer service, team leadership, and high-volume operational environments. Skilled in resolving complex issues, managing escalations, and supporting team development to drive service excellence. Strong background in handling sensitive documentation, maintaining compliance, and delivering clear, solutions-focused communication. Recognized for adaptability, attention to detail, and a proactive approach to problem-solving. Committed to bringing strong interpersonal skills, work ethic, and leadership qualities to any role in a fast-paced, client-centered setting.
Overview
11
11
years of professional experience
Work History
Life Insurance Specialist
Guarantee Trust Life Insurance
Omaha , NE
06.2025 - Current
- Experienced and customer-focused Insurance Service Representative with a strong background in Life and supplemental Health Insurance. Skilled in assisting policyholders with coverage inquiries, policy updates, and premium payments while providing clear, professional support. Experienced in reviewing and explaining policy contracts, navigating claims processes, and discussing claim outcomes including approvals and denials. Proficient in interpreting UB04 forms and reviewing itemized bills to ensure accurate claim information. Committed to delivering exceptional service, resolving customer concerns efficiently, and helping clients fully understand their benefits and coverage options.
LOAN SUPERVISOR
Bank of the west
Omaha, Ne
07.2018 - 09.2024
- As a Bank Supervisor in a high-volume contact center, I led a team of agents by delivering real-time coaching, handling escalated customer concerns, and ensuring accurate processing of client requests.
- I provided expert support on a variety of financial products including auto loans, leases, credit cards, and home equity lines, while maintaining a strong focus on service quality, compliance, and confidentiality.
- My responsibilities included managing incoming payoff quotes, faxes, and mail requests, ensuring all documentation was handled promptly and accurately.
- I served as the go-to escalation point for complex issues, providing clear, solution-oriented responses to clients while reducing call resolution times and improving satisfaction.
- I coached agents on policy interpretation, system usage, and customer engagement, helping to elevate team performance and build confidence in handling high-pressure calls.
- I also gathered customer feedback and communicated trends to leadership, helping improve internal processes and enhance service delivery.
MORTGAGE LOAN SPECIALIST
Bank of the West
Omaha, Ne
01.2018 - 07.2018
- As a Mortgage Specialist, I assess clients' financial situations, including income, debt, credit history, and employment, to determine eligibility for various mortgage products.
- I advise clients on the best loan options based on their financial goals, provide guidance on loan terms, and help them navigate the application process from prequalification to approval.
- I maintain up-to-date knowledge of mortgage products, interest rates, and industry regulations to ensure compliance with legal requirements.
- I collaborate with real estate agents, underwriters, appraisers, and title companies to facilitate smooth transactions and address any issues that arise during the process.
- Additionally, I manage client relationships by providing exceptional customer service, negotiating loan terms, and offering post-closing support to ensure satisfaction.
- My strong problem-solving abilities, attention to detail, and commitment to delivering the best loan solutions allow me to effectively meet the needs of clients while driving business development and generating leads.
LOAN SPECIALIST III
Bank of the west
Omaha, Ne
04.2015 - 01.2018
- Determine customer needs and provide solutions regarding their accounts with the bank.
- Educate customers on different types of loans and procedures.
- Assist customers with auto loans, auto leases and heloc (line of credit) accounts.
- Manage and pass on customer feedback.
- Effectively use a variety of computer programs to access customer details and databases.
CUSTOMER SERVICE REPRESENTATIVE
West Corporation
Omaha, Ne
09.2014 - 04.2015
- Handle customer inquiries, complaints, billing questions and payment extension/service requests.
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions.
- Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.
Education
HIGH SCHOOL -
Metropolitan Community College
Omaha, Nebraska04.2023
Skills
- 60 wpm
- Excellent listener
- Team leadership
- Staff training
- Coaching
- Solid written and verbal communicator
- Regulatory compliance
- Problem Solving
- Time Management
- Adaptability
- Customer service
- Risk assessment
- Policy interpretation
Timeline
Life Insurance Specialist
Guarantee Trust Life Insurance
06.2025 - Current
LOAN SUPERVISOR
Bank of the west
07.2018 - 09.2024
MORTGAGE LOAN SPECIALIST
Bank of the West
01.2018 - 07.2018
LOAN SPECIALIST III
Bank of the west
04.2015 - 01.2018
CUSTOMER SERVICE REPRESENTATIVE
West Corporation
09.2014 - 04.2015
HIGH SCHOOL -
Metropolitan Community College