Summary
Overview
Work History
Education
Skills
Additionalinformation - Accomplishments
Accomplishments
Timeline
Generic

TYESHIA EVANS

Hempstead,NY

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions, enhancing customer satisfaction through expert resolution of complex issues and proficient use of digital banking solutions.

Overview

9
9
years of professional experience

Work History

Customer Line Call Center Specialist 3

Apple Bank for Savings
Garden City, NY
12.2022 - Current
  • Provide excellent customer service to external and internal customers to meet their financial needs.
  • Safeguard customer accounts and information for privacy and accuracy and adhere to call authentication procedures.
  • Comply with all banking regulations.
  • Identify and escalate calls related to areas of concern or those of a suspicious nature.
  • Make recommendations to resolve customer issues to ensure first-call resolution by communicating with management and/or partners.
  • Communicate and log complaints in an effective and timely manner while adhering to complaint management policy.
  • Complete customer file maintenance, transactions, and requests following department and Bank policies and procedures.
  • Adhere to call quality and service standards.
  • Participate in call quality and metrics coaching on an active basis and implement agreed-upon behaviors to meet and/or exceed individual and department goals.
  • Educate customers on Apple Bank’s products and services.
  • Promote digital banking solutions to help drive customer self-service.
  • Comply with department call classification wrap-up codes, sales management call logging, and Calabrio metadata logging with each customer interaction.
  • Visa Services Advanced: Activation issues, PIN issues, declined transactions, update phone #'s in Visa to match FIS, Travel notices, using the Visa DPS System. Visa Help Mobile Pay Activation, Transactions Suppressions, Assist agents with Visa questions.
  • Online Banking Advanced: Q2 Central, Customer Service Tool: Bill Pay CST, Online banking services, Transactions assistance, Failed Enrollments, Zelle.
  • Pension, Abandoned Property, Nesting Mentor, Special Projects, Call Escalations, ATL Back Up, Centrix Initial Claim Entry, Combined Statements, Specialty Queue: Rotates based on Bank Needs.

Call Center Rep Tier 3

Teachers Federal Credit Union
Hauppauge, NY
12.2020 - 09.2022
  • Guide callers through troubleshooting, navigating the company site or using the products or services
  • Ensure security of Teachers accounts by properly verifying callers
  • Establish new member accounts and offer options for member deepening by advising callers of other deposit products and services that are beneficial to them and complete applications as applicable
  • Submit partner referrals to other departments in the organization
  • Update member account information including but not limited to; process check orders, restrict/un-restrict/cancel debit cards, unlock accounts, provide overrides, remove/add holds, etc
  • Ensure members' issues/problems are addressed by researching and providing information on existing accounts included but not limited to; account holds, payments and due dates, cleared checks, rates, debit card requests, loan payment inquiries, and mortgage escrow payments
  • Documents all actions taken in CRM Salesforce
  • Input a brief description in CRM for all calls taken and input required information and notations on transactions into CRM
  • De-escalate situations involving dissatisfied customers, offering empathy, patient assistance, and support
  • Handle escalated calls from lower Tier levels
  • Handle loan overflow of consumer lending/mortgage calls
  • Discuss Lending products (consumer/mortgage) and services that include, but are not limited to; Calculate payoffs, payments and prepare/distribute payoff letters based on established guidelines
  • Load Consumer lending applications, for all products applicable and submit referrals to partners for applications outside authorized limits
  • Ensure a second verification completed prior to any forms/letters sent out
  • Perform second verification checks on forms prepared by other Representatives
  • Contact Collections, Mortgage, Loan Disbursement and Loan Records department staff as needed to provide information on transactions
  • Work to meet all Contact Center metrics and goals set by management
  • Maintain awareness of and comply with policies, processes procedures and applicable laws/regulations
  • Maintain compliance by ensuring all required internal training is completed by the required due date
  • Keep the Supervisor informed of all activities, problems and issues
  • Perform other duties as needed upon request from immediate supervisor

Call Center Representative

HumanHire (Employment Agency-Jovia FCU)
Melville, NY
12.2019 - 05.2020
  • Process and/or forward external payment requests from members
  • Assist with member live chats
  • Cross selling products and services
  • Meet & exceed all productivity, sales and quality goals
  • With expertise providing customer support in high call volume environments
  • Exceptional computer aptitude and telephone etiquette
  • Ability to work in multiple queues (basic, advanced, advertise), while handling member and non-member telephone calls regarding multiple inquiry types which include but are not limited to: Credit union products and services, account/loan/line specific information and transactions (transfers, withdrawals, advances, payments, check orders, password & PIN resets, etc.), all while verifying member specific information to maintain the security of all account information
  • Process and/or forward external payment requests from members
  • Assist with member live chats
  • Cross selling products and services
  • Meet & exceed all productivity, sales and quality goals
  • Call and establish the lines of communication with custodians of records based on order priority
  • Make regular and persistent phone calls and/or other means of contact with each custodian to complete each order timely

Call Center Representative

ABI Document Support Services
Garden City, NY
01.2016 - 12.2019
  • Escalate the level of communication (intensity) with custodian as order approaches due date and send proper notices to each location to elicit production of records in accordance with ABI procedure
  • Enter viewable and non-viewable updates into the ABI computer system to document all conversations with custodians, all progress of orders, and all tracking of orders
  • (documented due diligence)
  • Maintain an organized rotation of all work orders in possession to ensure orders are called according to priority (generally by due date)
  • Provide quality control for all incoming records when matching to a work order
  • (i.e
  • Record subject identifying information and type of records requested vs
  • What was received)
  • Schedule field jobs accurately and completely
  • Each appointment requires information verification (address, copy times, contact name)
  • (All items being requested by client should be expressed to custodian prior to setting appointments)
  • Report daily productivity numbers to immediate supervisor through accurate and consistent maintenance of the ABI spreadsheet
  • Route work orders to appropriate departments in a timely manner
  • Match incoming vendor invoices with work orders
  • Match records with work orders
  • Bind and mail completed records
  • Assemble work orders packets
  • Scan documents
  • Crosstrain in other areas of the office when needed

Education

Associate of Applied Science - Computer Science

Suffolk Community College
Brentwood, NY

Skills

  • Customer support
  • Documentation and reporting
  • Inbound phone calls
  • Logging call information
  • Customer service optimization
  • Answering questions
  • Calm disposition
  • Gathering information
  • Technical Support
  • Verbal and written communication
  • Problem-solving skills
  • Call center operations
  • Script adherence
  • Complaint resolution
  • Customer account updates
  • Professional phone voice
  • Resolving issues

Additionalinformation - Accomplishments

Recipient of Employee of the Month Award

Accomplishments

  • Promoted to Level 2 Feburary 2024
  • Promoted to Level 3 September 2024

Timeline

Customer Line Call Center Specialist 3

Apple Bank for Savings
12.2022 - Current

Call Center Rep Tier 3

Teachers Federal Credit Union
12.2020 - 09.2022

Call Center Representative

HumanHire (Employment Agency-Jovia FCU)
12.2019 - 05.2020

Call Center Representative

ABI Document Support Services
01.2016 - 12.2019

Associate of Applied Science - Computer Science

Suffolk Community College

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TYESHIA EVANS