KYLEE M. MORRISSEY
Jacksonville,FL
Summary
Knowledgeable Remote Data Entry Representative with proven ability to resolve customer issues efficiently and effectively. Demonstrated success in improving customer satisfaction through personalized support and proactive problem-solving. Leveraged excellent communication and conflict resolution skills to maintain positive client relationships.
Overview
7
7
years of professional experience
Work History
Deposits Senior Customer Care Consultant
Ally Financial
05.2022 - 09.2024
- Delivered outstanding support during peak banking and tax periods, adeptly handling increased call volume without compromising service quality.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
Suspicious Activity Reporting Lead
Citibank
09.2020 - 02.2022
- Used real-time, problem-solving skills to escalate any known fraud findings
- Mentored junior staff members, training them as they were onboarded to the department
- Delivered targeted training programs to teach new and enhance the seasoned staff's knowledge of fraud detection methodologies and best practices.
- Optimized existing case management systems by implementing process improvements, leading to increased speed in resolving high-priority incidents.
Customer Service Representative
Citibank
05.2020 - 09.2020
- Strategize payment plans that work with consumers but fall within the company's specific parameters
- Urging card members to utilize their different card features whilst accepting monetary attention to the consumer account
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Late-Stage Auto Debt Collector
Radius Global Solutions
09.2019 - 05.2020
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Began assisting management in monitoring team statistics in categories such as Quality Assurance grading, Schedule Adherence and Effective Call time
Admin Support Team Lead
NCC Business Services
07.2018 - 08.2019
- Reduced response times for client inquiries by optimizing team workflows and communication channels.
- Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
- Spearheaded the adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
- Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
Shift Lead
Pollo Tropical
03.2018 - 07.2018
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
Krystal's
08.2017 - 03.2018
- Maintained a clean, stocked and sanitary work environment at all times while keeping the team motivated to continue taking orders
- Helped managerial team create schedule and plan around any scheduling issues
Education
Associate’s of Arts -
Florida State Community College of Jacksonville
06-2026
Diploma -
FLCCA High School
Duval County, FL06.2018
Skills
- Problem-solving abilities
- Data Entry
- Active Listening
- Critical Thinking
- Microsoft Outlook
- Scheduling
- Paperwork Processing
- Team Development
- Administrative Support
- Customer Relationship Management (CRM)
Timeline
Deposits Senior Customer Care Consultant
Ally Financial
05.2022 - 09.2024
Suspicious Activity Reporting Lead
Citibank
09.2020 - 02.2022
Customer Service Representative
Citibank
05.2020 - 09.2020
Late-Stage Auto Debt Collector
Radius Global Solutions
09.2019 - 05.2020
Admin Support Team Lead
NCC Business Services
07.2018 - 08.2019
Shift Lead
Pollo Tropical
03.2018 - 07.2018
Krystal's
08.2017 - 03.2018
Associate’s of Arts -
Florida State Community College of Jacksonville
Diploma -
FLCCA High School
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