Schyann Hardy
Kennesaw,GA
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
6
6
years of professional experience
Work History
Customer Care Team Lead
Synovus
10.2023 - Current
- Assist agents in multiple chats and on site with customer questions and pulling account info
- Taking Supervisor calls
- Coach agents on how to become better HERO's for customer's as well as showing them different methods on how to look for information
- Walk the floor and assist agents with real time issues
- Delivered exceptional customer service to every agent as well as customer's by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assist agents with business online banking access and with some business questions about Gateway
- Live listen to calls and provide feedback and advise agent on bank policies and procedures
- Take supervisor calls about fee refunds and any other issues on customer's account
- Assist Gateway users with logging in and answering questions in regard to permissions in Gateway.
Onboarding and Readiness
Synovus
06.2022 - 10.2023
- Facilitate New Hires class of 10
- Instruct individuals on procedures at Synovus
- Keep track of attendance
- Helped new hires complete and submit required paperwork, set up benefits accounts, and initiate direct deposits.
- Monitor/update Skill Level.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
Priority Services Partner
Synovus
01.2021 - 07.2022
- Walk customers through the SBA Portal to apply for Forgiveness
- Assist customers with My Synovus Portal
- Assist customers with Gateway Portal
- Assist Priority customers with their accounts/transaction
- Assist with blocking/ordering debit cards
- Assist with troubleshooting business and personal online accounts
- Assist with SBA calls
- Assist customers with their personal and business online bill pay
- Assist with the remote express deposit machine by rebooting into their computer
- Assist with basic troubleshooting with business and personal online banking.
Customer Care Specialist IV
Synovus
07.2019 - 01.2021
- Assisted business customers with their business online banking/transactions
- Assisted business customers with their business online bill pay
- Assisted the customers with creating and sending wire and ACH payments
- Assisted with tokens for business customers to login to their account
- Assisted with supervisor callbacks
- Assisted with adding/removing services for the business online banking
- Sent the wire currency rates every morning
- Assisted customers with their remote express deposit machine.
Customer Care Coordinator 2
Synovus
12.2018 - 07.2019
- Assisted customers with the personal online banking account
- Reset password for online banking
- Added or removed Apple Pay
- Assisted with troubleshooting bill pay online
- Assisted customer with basic navigation with their online account
- Assisted with Connection Cards
- Assisted with the website and transactions for connection card.
Customer Care Specialist 1
Synovus
01.2018 - 12.2018
- Assisted customers with their debit cards
- Assisted with transactions.
Education
No Degree - Criminal Justice
Virginia College
Columbus, GA05.2015
High School Diploma -
Kendrick High School
Columbus,GA05.2003
Skills
- Speaks effectively
- Listens attentively
- Openly expresses ideas
- Negotiates/resolves difference
- Problem Resolution
- Documentation and Reporting
- Product Education
- Inbound Customer Service
- Conflict Mediation
References
Sharron Smith, Service Administrator, WLTZ News 38, BA Criminal Justice, Certified Tax Consultant, (706) 332-5790 Deborah Smith, Educator, Pinehurst Christian School, BA Education, MA Education, Private Tutor, (706) 888-4011
Timeline
Customer Care Team Lead
Synovus
10.2023 - Current
Onboarding and Readiness
Synovus
06.2022 - 10.2023
Priority Services Partner
Synovus
01.2021 - 07.2022
Customer Care Specialist IV
Synovus
07.2019 - 01.2021
Customer Care Coordinator 2
Synovus
12.2018 - 07.2019
Customer Care Specialist 1
Synovus
01.2018 - 12.2018
No Degree - Criminal Justice
Virginia College
High School Diploma -
Kendrick High School
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