Kristin Stermer
Summary
Results-driven Engagement Specialist with a strong background in customer service and complaint resolution. Recognized for effective communication and problem-solving skills, ready to enhance customer experiences and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Engagement Specialist
Syneos Health
09.2025 - Current
- Resolved customer inquiries promptly, ensuring accurate responses to enhance customer satisfaction.
- Answered incoming calls with professionalism, delivering knowledgeable service to build customer trust.
- Maintained detailed records of customer interactions, supporting effective follow-up and service improvements.
Online Banking Representative/Mentor
PNC
10.2019 - 10.2024
- Supported customers in resolving online banking inquiries and managing accounts to enhance user experience.
- Educated clients on digital banking features and security practices.
- Resolved customer issues by employing effective communication and problem-solving skills, leading to increased customer satisfaction.
- Assisted customers with setting up online banking accounts, resetting passwords and navigating the website.
- Recognized suspicious activities or fraud attempts in order to protect customers' assets.
- Verified client identity by conducting thorough KYC and AML checks.
- Provided constructive feedback to support mentee growth and confidence.
- Monitored and evaluated mentee progress, delivering targeted feedback and guidance to foster development and confidence.
- Collaborated with other mentors and professionals to share best practices and enhance the mentoring program's effectiveness.
Administrator
Berkshire Hathaway HomeServices
Kalamazoo
03.2018 - 03.2019
- Organized office documents and maintained filing systems to enhance accessibility.
- Maintained filing system for important documents such as contracts and invoices.
- Performed data entry tasks into computer databases to ensure accurate record-keeping.
- Ensured that all paperwork was completed accurately before submission deadlines.
- Coordinated property showings and prepared materials to support agent effectiveness.
- Helped prepare reports on market trends and property listings regularly.
Education
Bachelor of Arts - Sociology
Western Michigan University
Kalamazoo, MI04-2002
Skills
- Customer relationship management
- Complaint resolution
- Digital banking support
- KYC compliance
- Customer interaction tracking
- Online account setup
Certification
State of MI DFIS Resident Producer
Qualifications Accidents and Health
Life
Qualifications Accidents and Health
Life
Timeline
Engagement Specialist
Syneos Health
09.2025 - Current
Online Banking Representative/Mentor
PNC
10.2019 - 10.2024
Administrator
Berkshire Hathaway HomeServices
03.2018 - 03.2019
Bachelor of Arts - Sociology
Western Michigan University