Kyra Brown
Charlotte,NC
Summary
Customer Service Representative with over 7 years of experience in a call center environment. Polite and professional, successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
8
8
years of professional experience
Work History
Call Center Representative
Graybar
04.2023 - Current
- Responded to customer calls and emails to answer questions about products and services.
- Proven track record of quickly adapting to new technologies, procedures, and industry regulations to ensure accurate and compliant customer interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed 60 debit and credit card and electronic check payments.
Customer Service Representative
Capital One
04.2021 - 03.2023
- Maintained 87% Q/A scores bi-weekly
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Maintain accurate and detailed records of customer interactions, inquiries, and resolutions within the CRM system.
- Assist clients in navigating online banking platforms, troubleshooting technical issues, and guiding them through self-service options.
Sr. Customer Service Representative
Citizens Bank
05.2017 - 03.2020
- Handled an average of 45 calls per day
- Answer customer inquires regarding Mortgages
- Researches customer complaints or concerns and corrects or adjusts records, as needed .
- Enters conversation into Servicing comments on computer
- Assists in maintaining customer insurance information for Property, Liability, Flood, PMI, etc .
- Responds to customer correspondence, types letters, prepares forms, and other documents
- Assists in monitoring non escrow accounts for payment of taxes and insurance by mortgagor
- Assists with annual escrow analysis and year end statements
- Prepares le ers, forms and other documents used for discharging liens.
Hotel Front Desk Clerk
Marriot Hotel
10.2015 - 04.2017
- Liaised with other departments of hotel
- Handled payments through cash, checks and credit cards
- Assisted guests with common services and answered any general questions
- Ensured that all wake up calls were handled on time and appropriately
- Posted charges of room, food and beverage, phone, compute guest bills using online system
- Represented the Hotel in regard to guest complaints and situations that require instant action
- Skills
- Customer service Scheduling Office Experience
- Time Management Filing Hospitality Experience
Skills
- Call Volume and Quality Metrics
- Salesforce
- First-Tier Technical Support
- Billing Adjustments and Refunds
- Case Management
- Data Entry
- Process Payments
Timeline
Call Center Representative
Graybar
04.2023 - Current
Customer Service Representative
Capital One
04.2021 - 03.2023
Sr. Customer Service Representative
Citizens Bank
05.2017 - 03.2020
Hotel Front Desk Clerk
Marriot Hotel
10.2015 - 04.2017
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