Summary
Overview
Work History
Education
Skills
Timeline
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Kylee Collins

St. Louis,MO

Summary

Dedicated Customer Experience Specialist and Team Lead with over 7 years of success in fast-paced customer service environments, including HR tech, call centers, and mortgage support. Proven ability to lead teams, train staff, and manage high-volume pipelines while delivering responsive, empathetic service. Skilled in resolving complex inquiries, streamlining workflows, and driving process improvements that enhance client satisfaction and team performance. Technically proficient with Salesforce, Microsoft 365, and SaaS platforms. Known for clear communication, cross-functional collaboration, and commitment to service excellence.

Overview

8
8
years of professional experience

Work History

Customer Experience Specialist I

PennyMac Loan Services
St Louis, Missouri
11.2024 - Current
  • Served as primary contact for customers navigating mortgage loan origination process, providing guidance and support.
  • Operated in high-volume call center, handling inbound and outbound communications professionally.
  • Managed loan pipeline of up to 120 files, ensuring timely follow-up and effective communication.
  • Performed accurate data entry and validation to maintain integrity of customer and loan information.
  • Monitored work queues, responded to routine inquiries, and escalated complex issues to senior staff.
  • Collaborated with cross-functional departments to expedite processing and resolve customer issues.
  • Adhered to established policies while meeting productivity and quality standards.
  • Demonstrated commitment to Pennymac’s customer-focused culture through every interaction.

Research and Solutions Team Lead

AAIM
St. Louis, USA
09.2021 - 09.2024
  • Led interactive HR technology trainings, boosting client operational efficiency by 25% in the first quarter.
  • Delegated daily responsibilities to team members, resulting in a measurable increase in overall productivity.
  • Provided support across Zoom, email, chat, and phone to resolve client inquiries quickly and effectively.
  • Collaborated on customer service strategy improvements during internal committee meetings.
  • Streamlined daily reporting practices to enhance communication and reduce issue resolution time.
  • Managed pre-employment background checks and ensured compliance with established standards.
  • Identified and addressed workflow bottlenecks to support faster, and more reliable project delivery.
  • Supported system integrations and custom solutions that improved collaboration and client experience.
  • Created training materials and documentation to enhance staff understanding of key tools and policies.
  • Monitored team performance and service trends to inform process improvements.

Sales Associate

Champs Sports
12.2017 - 12.2020
  • Reached sales targets and maximized revenue by identifying customers' needs and requirements.
  • Trained, coached, planned, and mentored new staff members.
  • Effectively dealt with inquiries, customer service issues, and complaints.
  • Maintained key relationships with VIP clients and sponsors to shelve appropriate merchandise.
  • Maintained professional and technical knowledge through expertise, training, and education.
  • Maintained store operation by running and analyzing reports, controlling theft, buying merchandise, and initiating team efforts.
  • Strategically displayed key merchandise to accommodate the needs of a wide customer base.

Education

Certificate - Public Background Screening Association

PBSA
07-2024

High School Diploma - General Education

CLAYTON HIGH SCHOOL
St Louis, MO
05.2019

Skills

  • Team supervision and leadership
  • Inbound and outbound communication
  • Data analysis and reporting
  • Salesforce proficiency
  • Microsoft Office applications
  • Interpersonal communication skills
  • Schedule management and coordination
  • Customer support and service
  • SaaS expertise
  • Google Workspace proficiency

Timeline

Customer Experience Specialist I

PennyMac Loan Services
11.2024 - Current

Research and Solutions Team Lead

AAIM
09.2021 - 09.2024

Sales Associate

Champs Sports
12.2017 - 12.2020

Certificate - Public Background Screening Association

PBSA

High School Diploma - General Education

CLAYTON HIGH SCHOOL

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