LIERIN KYLES
Gladewater
Summary
Diligent Customer Service Specialist with robust background in banking. Successfully managed diverse client portfolios and streamlined financial services to enhance customer satisfaction. Demonstrated proficiency in customer relationship management and cross-functional teamwork.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Universal Banker
Gilmer National Bank
09.2024 - Current
- Reconciled and corrected issues with financial records.
- Maintained accurate records of all transactions, ensuring compliance with company policies and applicable regulations.
- Implemented a more efficient filing system for financial documents, improving accessibility and organization.
- Provided support during audits by supplying requested documentation promptly and accurately.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative
Austin Bank
07.2022 - 12.2022
- Provided customer support on account balances, transaction history, service charges, and interest rates
- Provided guidance to customers opening new accounts by analyzing their needs for future products
- Provided guidance to clients regarding the operation of online banking systems and mobile apps
- Recognized and addressed customer needs by referring them to the relevant representative or line of business, leading to increased cross-selling and service opportunities
- Learned about customers' financial needs, established trust, and optimized sales opportunities, resulting in quality customer service
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Implemented the use of Microsoft Excel to generate regular reports on a daily, weekly, and monthly frequency
- Provided frontline customer support and assistance with product and service transactions through answering incoming calls and emails
Teller
Austin Bank
04.2021 - 02.2022
- Provided customer support for inquiries related to account balances, transaction history, service charges, and interest rates
- Provided education to clientele about the functionality of banking websites and mobile apps
- Identified and addressed customer needs by making appropriate referrals to representatives or business lines for cross-selling or service opportunities
- Ensured availability of necessary supplies for customers and personal teller station
- Maximized efficiency by processing customer transactions promptly, minimizing wait times
- Gained knowledge of customer's financial needs, fostering trust and enhancing sales prospects for outstanding customer service
- Achieved exceptional accuracy while processing large volumes of currency
- Executed accurate counting, verification, and management of bank deposits as well as armored car transactions
- Managed receiving and sending of loan and utility payments to designated destinations
- Managed the generation of regular reports through the use of Microsoft Excel spreadsheets on a daily, weekly, and monthly basis
Key Holder
Earthbound Trading Company
06.2020 - 03.2021
- Assisted team by performing tasks such as cleaning, managing cash registers, and product merchandising
- Positively engaged customers to consistently meet and exceed sales targets
- Engaged customers to establish strong relationships that drive sales growth and fostered long-term loyalty
- Prepared merchandise by building pallets and tagging products for distribution and placement across sales floor
- Contributed to enhanced efficiency by optimizing opening and closing protocols as an integral part of the store team
- Promoted new offerings to increase sales while staying updated on merchandise, sales, and product features
- Trained team members in successful strategies to meet operational and sales targets
Registered Behavioral Technician
Behavioral Innovations
02.2020 - 06.2020
- Company Overview: Longview, Texas
- Maintained accurate records of problem behaviors by closely observing and monitoring them, utilizing behavior-consequence data collection methods, graphing the results, and documenting observations through anecdotal notes
- Utilized a variety of assessment techniques such as functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to determine target behaviors and their purpose
- Diligently tracked and recorded progress, ensuring adherence to prescribed behavior plans
- Worked closely with clients' support system and allied specialists to implement effective interventions
- Effectively intervened with clients' challenging behaviors through the use of therapeutic alternatives and coping mechanisms
- Supported client using principles of applied behavior analysis
- Safely implemented crisis management interventions and therapeutic holds using physical dexterity
- Ensured accurate and comprehensive documentation of patient information by utilizing Central Reach for progress notes and treatment plans
Lead Preschool Teacher
ABC Creativity Center
08.2019 - 02.2020
- Company Overview: Boise, Idaho
- Maintained detailed records of students' academic, social, and emotional development
- Collaborated with teaching staff to assess students' development and suggest tailored learning strategies
- Built and maintained positive support networks with parents to consult on education strategies
- Enabled access to diverse textures, promoting sensory development
- Created customized learning experiences based on individual interests
- Scheduled ample outdoor discovery time daily
- Engaged students by utilizing books, songs, and games
- Implemented play-based strategies to promote diverse learning approaches
- Provided individualized attention to children while ensuring the overall engagement of the entire group
Registered Behavior Technician
Therapeutic Pathways
01.2019 - 08.2019
- Company Overview: The Kendall Centers - Tracy, CA
- Maintained accurate records of problem behaviors by closely observing and monitoring them, utilizing behavior-consequence data collection methods, graphing the results, and documenting observations through anecdotal notes
- Utilized a variety of assessment techniques such as functional behavior assessments, functional analysis, preference assessments, and assessments of basic learning and language skills to determine target behaviors and their purpose
- Diligently tracked and recorded progress, ensuring adherence to prescribed behavior plans
- Worked closely with clients' support system and allied specialists to implement effective interventions
- Effectively intervened with clients' challenging behaviors through the use of therapeutic alternatives and coping mechanisms
- Supported client using principles of applied behavior analysis
- Safely implemented crisis management interventions and therapeutic holds using physical dexterity
- Ensured accurate and comprehensive documentation of patient information by utilizing Central Reach for progress notes and treatment plans
Education
Bachelor of Applied Arts and Sciences - Business Occupations
University of Texas at Tyler
Tyler, TX05.2024
Associate of Arts - General Studies
Kilgore College
Kilgore, TX05.2020
High School Diploma -
Gladewater High School
Gladewater, TX06.2016
Skills
- Call Management
- Paperwork Processing
- Scheduling
- Complaint Handling
- Building rapport
- Spreadsheets
- Payment Processing
- Multi-Task Management
- Customer-focused approach
- Customer queries and response
Certification
Texas Notary, 08/26
Timeline
Universal Banker
Gilmer National Bank
09.2024 - Current
Customer Service Representative
Austin Bank
07.2022 - 12.2022
Teller
Austin Bank
04.2021 - 02.2022
Key Holder
Earthbound Trading Company
06.2020 - 03.2021
Registered Behavioral Technician
Behavioral Innovations
02.2020 - 06.2020
Lead Preschool Teacher
ABC Creativity Center
08.2019 - 02.2020
Registered Behavior Technician
Therapeutic Pathways
01.2019 - 08.2019
Associate of Arts - General Studies
Kilgore College
High School Diploma -
Gladewater High School
Bachelor of Applied Arts and Sciences - Business Occupations
University of Texas at Tyler
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