Kristy Polly
Greenwood,South Carolina
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
24
24
years of professional experience
Work History
Teller
Wells Fargo
Greenwood, SC
03.2024 - Current
- Verify customers' identification to ensure compliance with laws and regulations.
- Receive and process customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Provide exceptional customer service while accurately processing routine transactions.
- Balance cash drawers on a daily basis.
- Maintain confidentiality of all customer records and information according to company policies.
- Handle large volumes of currency quickly and accurately with minimal errors.
Coordinator- Tech Customer Service
Verizon Wireless
Greenville, South Carolina
10.2022 - 08.2023
- Provided excellent customer service and tech support to escalated situations when customers request to speak with a supervisor
- Resolve complex situations by providing out of box solutions that benefit the customer all while maintaining a good business relationship with Verizon
- Help peers with complex situations to provide their customers first call resolution in a timely manner
- Tracked customer inquiries from initial contact through resolution, providing accurate follow-up information as needed
- Performed data entry tasks for customer orders, returns, credits
- With accuracy.
Analyst- Executive Relations (Home Agent)
Verizon Wireless
Greenville, South Carolina
10.2021 - 10.2022
- Collaborated with cross-functional teams to develop effective strategies based on research findings
- Reviewed existing policies and procedures with an eye towards improving efficiency
- Handled urgent, complex and agency interactions with a sense of urgency and professionalism on behalf of Verizon's Senior Leadership team
- Represent Verizon in consumer litigation
- Experience with Google G-Suite
- Experience in handling executive escalations and high-profile customers
- Experience in professional business letter writing to BBB, FCC, and Attorney General.
Tech Coordinator- Customer Relations (Home Agent)
Verizon Wireless
Greenville, South Carolina
12.2020 - 10.2021
- Provided leadership and guidance to customer relations representatives
- Resolved escalated customer complaints in a professional manner while maintaining a high level of empathy for the situation at hand
- Developed and implemented customer service policies and procedures to ensure consistent, quality service
- Monitored call center metrics including average handle time, first-call resolution rate, abandonment rate., to evaluate effectiveness of service delivery model.
Tech Expert
Verizon Wireless
Greenville, South Carolina
02.2014 - 12.2020
- Resolved customer complaints promptly by providing effective solutions
- Troubleshoot hardware and software issues and identify network and application issues
- Troubleshoot for PC Operating systems, specifically device manager and TCP/IP configuration
- Used trouble ticket system for tracking customer interactions and problem resolution
- Provided detailed information on how to set up/configure data and voice products.
Retail Customer Support
Verizon Wireless
Greenwood, South Carolina
05.2011 - 02.2014
- Assisted customers with selecting appropriate items for their individual needs
- Utilized problem-solving skills to identify solutions for customer needs
- Developed strong product knowledge to effectively answer inquiries from customers
- Performed cashier duties such as handling money, accepting credit cards, and issuing receipts accurately
- Provided exceptional customer service and resolved customer issues in a timely manner
- Demonstrated excellent communication skills when interacting with customers face-to-face or over the phone.
Tech Support Representative I
VerizonWireless
Greenville, South Carolina
04.2008 - 04.2011
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Developed in-depth knowledge of products and services; educated users on product features and benefits
- Identified and solved technical issues with a variety of diagnostic tools
- Provided technical support for customers via phone, email, and chat; responded to customer inquiries promptly and professionally.
Revenue Consultant
PSA Medical Billing
Greenwood, SC
08.2004 - 04.2008
- Implemented strategies that reduced denials due to incorrect coding or missing information from claims submissions
- Resolved discrepancies between billed charges and payments received from insurance companies
- Reviewed claims submitted by third-party payers for accuracy prior to payment processing
- Collaborated with patients, insurance companies, and medical doctors to verify and obtain information to process claims.
2nd Assistant Manager
Citi Trends Fashion for Less
Greenwood, SC
03.2000 - 08.2003
- Utilized problem solving techniques to resolve conflicts between customers or staff members
- Inspected store operations to guarantee quality standards were being met
- Created weekly schedules for staff members while adhering to labor laws
- Resolved customer complaints in a timely manner
- Organized and delegated tasks to ensure efficient workflow
- Provided customer service to shoppers needing assistance with merchandise.
Education
Bachelor of Arts (B.A.) in Sociology -
Lander University
12.2026
Associate in Arts (A.A.) -
Piedmont Technical College
05.2024
Certificate - Computer Operations
Piedmont Technical College
Greenwood, SC12.2003
Skills
- Ability To Multitask
- Excellent Verbal and Written Communication Skills
- Well-developed customer service skills
- Understanding of MS Office Suite
- Exceptional analytical and problem-solving skills
- Ability to navigate quickly within various computer programs
- Rapid 10-key data entry
- Cash counting
References
References available upon request.
Timeline
Teller
Wells Fargo
03.2024 - Current
Coordinator- Tech Customer Service
Verizon Wireless
10.2022 - 08.2023
Analyst- Executive Relations (Home Agent)
Verizon Wireless
10.2021 - 10.2022
Tech Coordinator- Customer Relations (Home Agent)
Verizon Wireless
12.2020 - 10.2021
Tech Expert
Verizon Wireless
02.2014 - 12.2020
Retail Customer Support
Verizon Wireless
05.2011 - 02.2014
Tech Support Representative I
VerizonWireless
04.2008 - 04.2011
Revenue Consultant
PSA Medical Billing
08.2004 - 04.2008
2nd Assistant Manager
Citi Trends Fashion for Less
03.2000 - 08.2003
Bachelor of Arts (B.A.) in Sociology -
Lander University
Associate in Arts (A.A.) -
Piedmont Technical College
Certificate - Computer Operations
Piedmont Technical College
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