Kyshana Stephens
Irving,TX
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Customer Support Fraud Specialist
Rose International / Intuit
Plano
08.2025 - 02.2026
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume phone calls, ensuring prompt and accurate information delivery.
- Conducted follow-up communications to ensure resolution of issues and strengthen relationships.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Analyzed transaction patterns to identify and mitigate fraudulent activities.
- Conducted thorough investigations of suspicious claims, ensuring compliance with policies.
Car Rental Service Attendant
Avis Budget Group
Dallas, TX
04.2025 - 07.2025
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Maintained cleanliness and organization of rental vehicles, ensuring a high standard for customer satisfaction.
- Assisted in vehicle check-in and check-out processes, enhancing operational efficiency and accuracy.
- Collaborated with team members to streamline daily operations, improving workflow consistency.
- Conducted thorough inspections of vehicles before rental, identifying maintenance needs and ensuring safety compliance.
Front Desk Receptionist
David McDavid Honda of Irving
Irving, TX
11.2024 - 02.2025
- Operated a high-volume multi-line switchboard and routed calls and messages professionally to appropriate staff.
- Handled confidential financial and customer documents with strict adherence to privacy and compliance requirements.
- Maintained administrative logs, calendars, and customer records to optimize appointment scheduling and daily workflow.
- Scheduled, coordinated and confirmed appointments and meetings.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
Bank Customer Service Representative
PNC Bank
NA, TX
10.2022 - 08.2024
- Provided exceptional customer service by addressing inquiries and resolving issues effectively.
- Assisted customers with account management, including deposits, withdrawals, and transaction inquiries.
- Educated clients on bank products and services to enhance their financial literacy and engagement.
- Collaborated with team members to streamline processes, improving overall efficiency in service delivery.
- Maintained accurate records of customer interactions and transactions using bank software systems.
- Resolved complex customer complaints by employing problem-solving skills and ensuring timely follow-up.
Emergency Alarm Dispatcher
ADT Security
Irving, TX
05.2020 - 08.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume call center environment while maintaining service excellence standards.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Monitored alarm systems, ensuring timely response to alerts and incidents.
- Coordinated communication between emergency services and clients during critical situations.
Education
High School Diploma - Fairfield
Sem Yeto High School
Fairfield, CA06.2007
Skills
- Transaction monitoring
- Telephone and email etiquette
- Banking operations
- Verbal and written communication
- Data analysis
- Fraud identification
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
Certification
Valid Driver's License
Languages
English
Native or Bilingual
Timeline
Customer Support Fraud Specialist
Rose International / Intuit
08.2025 - 02.2026
Car Rental Service Attendant
Avis Budget Group
04.2025 - 07.2025
Front Desk Receptionist
David McDavid Honda of Irving
11.2024 - 02.2025
Bank Customer Service Representative
PNC Bank
10.2022 - 08.2024
Emergency Alarm Dispatcher
ADT Security
05.2020 - 08.2021
High School Diploma - Fairfield
Sem Yeto High School
CORE COMPETENCIES
- Relationship Management: Building immediate rapport, understanding client needs, and establishing long-term customer loyalty.
- Crisis De-escalation: Remaining calm under pressure to diffuse high-stress situations and turn negative experiences into positive outcomes.
- Active Listening: Pinpointing the root causes of customer issues through focused, attentive communication.
- First Call Resolution (FCR): Efficiently handling inquiries to solve customer issues on the initial contact, reducing follow-up volume.
- Tools & Platforms Salesforce, CRM, NetSuite, Workday, MS Excel, SQL, Zendesk