Kyah Diaz
Columbus,OH
Summary
Experienced banking professional with a strong background in customer service, problem-solving, and team support. Skilled at handling complex concerns,navigating multiple systems, and providing clear solutions while maintaining professionalism, accuracy, and confidentiality
Overview
8
8
years of professional experience
Work History
Virtual Account Specialist II
JPMorgan Chase
Westerville , OH
09.2024 - Current
- Reviewed customer accounts to identify needs and recommend suitable banking solutions, and enhancing client satisfaction.
- Supported clients with account maintenance and product enrollment, improving user experience with digital banking tools.
- Used multiple systems to research issues, record interactions, and deliver timely resolutions.
- Ensured protection of confidential financial information by adhering to banking policies and regulatory requirements.
Travel Help Desk Supervisor
JPMorgan Chase
Westerville, Ohio
07.2021 - 09.2024
- Resolved complex customer and agent escalations, ensuring timely solutions through research and problem-solving.
- Provided real-time guidance on systems, procedures, and challenging customer situations as a subject matter expert (SME).
- Coached team members on effective customer communication and problem-solving techniques to enhance service quality.
- Documented sensitive and time-critical customer concerns accurately to support service continuity and compliance.
Clerical Support Specialist
Franklin County Job And Family Services
Columbus, Ohio
12.2018 - 06.2021
- Managed incoming calls, identified customer needs, and helped resolve or routed inquiries appropriately.
- Delivered customer and administrative support, ensuring confidentiality of information and records.
- Maintained accurate documentation and prioritized multiple requests in a fast-paced environment.
Education
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Hooksett, NH05-2027
Associate of Arts - Web Graphic Design
DeVry University
Columbus, OH06-2017
Skills
- Customer service and support
- Problem solving and decision making
- Account research and information gathering
- Escalation management
- Multi-system navigation
- Professional communication
- Regulatory and procedural compliance
- Team collaboration
- Microsoft Office proficiency
- Customer relationship management
- Client communication
- Account management
Timeline
Virtual Account Specialist II
JPMorgan Chase
09.2024 - Current
Travel Help Desk Supervisor
JPMorgan Chase
07.2021 - 09.2024
Clerical Support Specialist
Franklin County Job And Family Services
12.2018 - 06.2021
Bachelor of Science - Business Administration And Management
Southern New Hampshire University
Associate of Arts - Web Graphic Design
DeVry University