SHANTIARA YARN

Work History

Regions Bank

02.2023 - 10.2024

Provided technical support and troubleshooting for Regions Bank's products and services, ensuring timely resolution of client issues managing 70-90 calls per day.
Investigated and resolve product-related issues reported by clients and internal stakeholders, collaborating with cross-functional teams as needed
Supported the implementation of new banking products and services, delivering training and guidance to internal staff and external clients
Developed and maintain documentation, user guides, and training materials to facilitate effective usage of banking products
Gathered client feedback to identify opportunities for product improvement and collaborate with product development teams to implement enhancements

Bank of America

12.2019 - 11.2022

Supported clients with account-related activities such as account opening, account maintenance, and account closures
Investigated and resolve client issues, errors, or disputes related to transactions, account balances, fees, and other banking services
Educated clients about various banking products, including checking accounts, savings accounts, loans, credit cards, and investment options
Adhered to regulatory requirements and internal policies related to client confidentiality, data protection, anti-money laundering (AML), and fraud prevention
Provided support to employees regarding HR-related inquiries, including benefits, payroll, HR policies, and procedures
Assisted in resolving benefit-related issues and educating employees on available benefits options
Assisted employees with payroll-related inquiries, including paychecks, deductions, and tax forms
Educated and assist clients with self-service options while adhering to metrics to maintain team goal

TriNet

10.2017 - 07.2018

Provided support to employees regarding HR-related inquiries, including benefits, payroll, HR policies, and procedures.
Assisted in resolving benefit-related issues and educating employees on available benefits options.
Assisted employees with payroll-related inquiries, including paychecks, deductions, and tax forms.
Educated and assist clients with self-service options while adhering to metrics to maintain team goal.

HSN

11.2016 - 04.2017

Delivered friendly and professional service, ensuring timely and accurate resolution of customer inquiries and issues
Retrieved inbound Customer Service and web support calls with potential for extended periods of high volume
Applied active listening skills, interject and paraphrase appropriately to best understand the customer's needs and wants
Demonstrated passion and enthusiasm for customer care excellence, maintaining focus and positivity while resolving challenging or complex problems
Work collaboratively with team members and other departments to resolve customer issues effectively, contribute to a positive team environment, and meet or exceed performance metrics and targets