Kymla Taylor
Diamondhead,MS
Summary
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Member Service Representative
Navy Federal credit Union
09.2020 - Current
- Resolve member issues by using sound judgement, discretion, and de-escalation that align with Navy Federal policy and procedures
- Maintain accuracy with attention to detail and meeting deadlines for training, duties in branch, and entering members information in system
- Create rapport with team members across organization by using effective verbal and non-verbal communication
- Mentor and train team members to help their advancement at Navy Federal by providing them with resources for continuous development.
- Analyze, research, evaluate facts and evidence to resolve problems and discrepancies related to member accounts and loans
- Serves as Digital Champion for two branches creating emails, trainings, and analyzing reports to help team members increase their digital numbers, give members alternate options other than branch, and help new initiatives at Navy Federal.
- Enhanced member satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Collaborated with team members to ensure seamless operations during peak hours or staff shortages.
- Built rapport with members by engaging in genuine conversations and demonstrating commitment to their financial wellbeing.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Registered Mortgage Loan Originator
- Provide exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Process account transactions accurately, ensuring proper documentation and timely processing.
- Assist members with account management, including updating personal information and setting up automated payments.
- Handle cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Ensure compliance with regulatory requirements during all member interactions safeguarding both organization's reputation.
- Partner with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Previous Marketing Lead. Used specialized knowledge to gather, order, and organize products based on branches needs
- Gather, organize, and evaluate facts and evidence, such as in examining claims or investigating compliance with or violation of laws, rules, or regulations for Credit Union to prevent fraud
Financial Relationship Specialist
Regions
10.2019 - 09.2020
- Opened Basic consumer products and counseled customers
- Served as vault custodian and oversaw that proper funds are in bank by looking at monetary forecasts
- Executed daily reports to ensure branches daily totals were correct and addressed any issues with immediate supervisor and branch manager
- Handled customers’ transactional needs like deposits, withdrawals, payments, and balancing
- Prevented multiple fraud attempts.
Operation Associate
Newport Group
02.2018 - 02.2019
- Ensured correct and prompt processing of retirement plan participant accounts
- Oversaw that all shares were in tolerance and funds successfully traded into other funds
- Paid attention to miniscule details and supplied excellent service to both internal and external clients
- Managed daily reports and made sure to delegate certain person to complete them in absence
- Improved way reports were run daily to make process more efficient and quicker.
Member Service Representative
Azalea city Credit Union
09.2015 - 02.2018
- Balanced General ledgers, dealt with incoming payroll, and dealt with ACH and checks
- Card specialist for all branches
- Spearheaded card renewals and ensured that fraudulent transactions were taken care of
- Provided guidance to employees and Members on proper actions to take
- Managed daily ACH reports to initialize credit and debits coming in credit union four times a day.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Team Leader
Chick-fil-a
12.2013 - 07.2015
- Created daily goals for shift and created atmosphere that made team want to complete them
- Responsible for making sure all cashiers’ transactions and daily sales were correct
- Found any safety or food concerns and communicated with guests, team, and directors.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Education
Bachelor of Science - Human Services
Troy University
Troy, AL07.2015
Skills
- Adaptable and agile
- Strong and effective verbal, interpersonal, and written communication
- Critical thinker
- Excellent analytical problem-solving skills
- Ability to handle multiple data requests in a timely manner
- Data entry skills
- Ability to work independently or with a team
- Conflict resolution and de-escalation
- Resourceful with strong organizational and documentation skills
- Planning and time management skills
- Training experience
- Credit Union Knowledge
- Banking knowledge
- Order Processing
- Quality Control
- Customer Relations
- Calm Under Pressure
- Report Generation
- Ability to gather, organize, and evaluate facts and evidence following federal laws, rules, and regulations
Timeline
Member Service Representative
Navy Federal credit Union
09.2020 - Current
Financial Relationship Specialist
Regions
10.2019 - 09.2020
Operation Associate
Newport Group
02.2018 - 02.2019
Member Service Representative
Azalea city Credit Union
09.2015 - 02.2018
Team Leader
Chick-fil-a
12.2013 - 07.2015
Bachelor of Science - Human Services
Troy University
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