Kyia Santiago
Sanford
Summary
Results-driven Account Management and Client Support professional with over a decade of experience with banking, financial services, HR technology, and utilities. Highly skilled in managing complex accounts, large-scale system transitions with precision-level data integrity, and facilitating virtual and in-person training. Known for delivering clarity during change, building trusted client relationships, and transforming complex processes into seamless customer experiences. Brings professionalism, strategic communication, and leadership presence to every interaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Retail Customer Support Specialist
PNC Bank
06.2025 - Current
- Delivered high-level virtual retail banking support across checking, savings, digital banking, payments, and account servicing.
- Managed high-volume customer interactions with accuracy, professionalism, and full regulatory compliance in a secure remote environment.
- Navigated multiple banking platforms to research accounts, process updates, and maintain precise enterprise data integrity.
- Resolved complex account inquiries and supported customers through digital platform changes using analytical, solution-focused communication.
- Educated clients on banking products and digital tools while upholding strict confidentiality, fraud prevention, and compliance standards.
- Remote
Customer Support Representative
Cardworks
Lake Mary, FL
02.2024 - 07.2025
- Supported 75–150 active credit card accounts daily through virtual and in-person channels in a fast-paced financial environment.
- Provided expert guidance on credit products, billing inquiries, account features, and service options to support informed customer decisions.
- Delivered real-time support via phone, live chat, and digital platforms while assisting with online navigation and system troubleshooting.
- Identified, documented, and escalated potential fraud cases to safeguard customer assets and institutional integrity.
- Maintained accurate data entry and documentation to ensure system reliability and regulatory compliance.
- Virtual
Benefit Account Manager
Paylocity
06.2023 - 11.2023
- Served as primary virtual account manager for 50+ client organizations, delivering end-to-end benefits administration support.
- Built, audited, and maintained benefits profiles during system configurations and data migrations, ensuring data integrity.
- Responded to HR, payroll, and employee inquiries across phone, chat, video, and email channels.
- Supported platform implementations and system transitions by coordinating with internal teams to meet client timelines and expectations.
- Led virtual client walkthroughs and training sessions, creating support materials to drive adoption and operational efficiency.
- Remote
Account Manager and Facilitator
Duke Energy
Lake Mary, FL
03.2013 - 06.2023
- Managed complex residential and business accounts, resolving billing, accounting, and service issues with accuracy and professionalism.
- Supported large-scale system changeovers through detailed data entry, account validation, and system updates to ensure smooth transitions.
- Delivered virtual and in-person training for onboarding, system updates, and ongoing development initiatives.
- Educated customers and internal teams on new products, services, and operational changes to drive adoption and engagement.
- Mentored and coached peers while maintaining strict compliance with regulatory standards, internal policies, and service benchmarks.
- Remote
Education
Adult High School Diploma -
Seminole State College
Sanford, FL04.2011
Skills
- Microsoft Office Suite
- Salesforce
- Workday / Dayforce
- Avaya
- Five9
- CRM & HRIS Platforms
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Customer service
- Active listening
- Critical thinking
- Teamwork and collaboration
Certification
- Talent Acquisition – Coursera
- Compensation & Benefits – Coursera
- Learning & Development – Coursera
- Employee Relations – Coursera
- Bookkeeping Essentials – Coursera
Timeline
Retail Customer Support Specialist
PNC Bank
06.2025 - Current
Customer Support Representative
Cardworks
02.2024 - 07.2025
Benefit Account Manager
Paylocity
06.2023 - 11.2023
Account Manager and Facilitator
Duke Energy
03.2013 - 06.2023
Adult High School Diploma -
Seminole State College