Tyler Karnes
Voya Financial
Chesapeake,VA
1
Language
1
Certification
6
years of professional experience
Results-driven financial services professional specializing in retirement plan administration and customer account servicing. Expertise includes managing inbound interactions for 401(k), 403(b), 457, and 401(a) plans, with a focus on participant education and problem-solving. Proven ability to foster customer trust and effectively communicate complex financial concepts while navigating multiple systems in a fast-paced environment.
Work History
Customer Contact Center Representative
1 Year 10 Months- Provide inbound customer support for retirement plans and financial products , including 401(k), 403(b), 457, and 401(a) plans.
- Assist retirement plan participants with account information, plan restriction inquiries, balance transfers, retirement plan transactions, loan requests, and loan payments .
- Educate retirement plan participants on account features, plan provisions, transactions, and available options while explaining complex financial and annuity concepts in clear, understandable terms.
- Apply knowledge of retirement products, plan concepts, procedures, and systems to provide accurate information and support customers in making informed decisions regarding their retirement accounts.
- Take ownership of customer issues and work toward first-call resolution , utilizing critical thinking, research, and problem-solving skills to resolve complex inquiries.
- Operate effectively within a high-volume, metric-driven financial services contact center , balancing productivity, quality, accuracy, compliance, and customer experience.
- Demonstrate strong learning agility and adaptability while continuously developing knowledge of retirement products, financial-services processes, technology, and changing procedures.
- Identify opportunities to improve processes, streamline customer interactions, and enhance service delivery; communicate recommendations to leadership and team members.
- Collaborate effectively with colleagues to achieve service goals while maintaining a strong commitment to quality, reliability, and customer satisfaction.
Owner
3 Years 4 Months- Developed and implemented strategic trading strategies to maximize profitability.
- Analyzed market trends to inform decision-making and optimize trading activities.
- Established strong client relationships, contributing to increased customer satisfaction and retention.
- Trained and mentored team members on best practices in trading.
- Managed day-to-day business operations.
- Developed and executed business strategies to drive market growth and sustainability.
Services Lead
1 Year- Completed tasks independently, showcasing self-motivation and initiative.
- Directed and supported team members and worked independently to achieve goals.
- Achieved goals through collaboration with team members and independent work.
- Worked well in a team setting, providing support and guidance.
- Provided support and guidance to team members, enhancing overall team effectiveness.
Contractor
3 Years- Company Overview: Home construction company that specializes in fencing and deck building
- Job responsibilities include assembling fencing and deck structures, job site tear out and removal, interacting with supply vendors
- Framed, installed, and finished work on various projects, contributing to overall project quality.
- Collaborated with team members to complete projects on time while maintaining safety standards.
Customer Service Representative
6 Months- Provided support for clients using Intuit QuickBooks Online to enhance their financial management.
- Utilized CRM systems to track interactions and enhance customer satisfaction through streamlined processes.
- Collaborated with team members to develop solutions that improved service delivery efficiency.
- Provided training support to new representatives, fostering a cohesive team environment.
- Analyzed customer feedback to identify trends and recommend enhancements in service offerings.
Education
High School Diploma
No Degree - Finance
No Degree - Sports Sciences
Skills
Retirement services
Financial Services
Customer support
Customer Interaction
First-Call Resolution
Customer Relationship Management
Financial support
Problem solving
System navigation
Microsoft Excel
Microsoft Copilot / AI Tools
Service Excellence
Spanish - Professional Working
Certification
- Cisco Networking Basics
- Cisco Introduction to Cyber Security
- Cisco Introduction to Packet Tracer
- Microsoft CoPilot AI Certification
Languages
Spanish
Professional Working
Timeline
Customer Contact Center Representative
Voya Financial
10.2024 - CurrentRead More
Services Lead
Dicks Sporting Goods - House of Sport
05.2023 - 05.2024Read More
Customer Service Representative
Alorica
05.2022 - 11.2022Read More
Owner
The Trading Tower
01.2021 - 05.2024Read More
Contractor
Ussery Construction
01.2021 - 01.2024Read More
Hickory High School
High School Diploma
Read More
Tidewater
No Degree from Finance
Read More
Marian University
No Degree from Sports Sciences
Read More