Yazmene Hyneman
Euclid,OH
Summary
A highly experienced and motivated Customer Service Specialist with over 3 years of experience in the financial services industry. A Senior Specialist with experience supporting complex commercial banking operations and onboarding new employees. Recognized for process knowledge, training support, and ability to execute high-accuracy transactions with minimal supervision. Skilled in resolving complex service issues, supporting workflow improvements, and delivering subject-matter expertise in production systems and client servicing.
Overview
4
4
years of professional experience
Work History
Training Assistant (Secondary Role)
KeyBank
Brooklyn, OH
11.2025 - Current
- Serve as a subject-matter resource for commercial banking processes, transactions, and Key Navigator platform support
- Develop onboarding activities and assessment tests for new hires to reinforce operational knowledge and performance standards
- Deliver training modules and facilitate classroom instruction to new hires
- Support workflow continuity by stepping into instructional and operational leadership roles as needed
- Identify process gaps and contribute to workflow improvements to enhance service efficiency and accuracy
Call Center Senior Specialist I (CC Sr. Specialist I)
KeyBank
Brooklyn, Ohio
11.2022 - Current
- Proactively identify and address potential issues, safeguarding clients and the organization.
- Conduct preventative and detective quality control, pinpointing root causes and implementing strategies to prevent future errors.
- Maintain detailed records of issue resolutions to provide a clear audit trail for all quality assurance activities.
- Facilitate training and calibration sessions for new hires, ensuring consistent evaluations and timely dispute resolution.
- Collaborate with coaches and team leads to provide feedback, monitor progress, and ensure a smooth transition for new hires.
- Develop and deliver training materials and procedural guides to new hires, ensuring alignment with company standards.
- Provide hands-on coaching and support to new hires to accelerate their proficiency.
- Serve as a subject matter expert, answering questions and clarifying complex procedures for new hires.
- Foster a positive learning environment, encouraging active new hire participation and teamwork.
- Provide support to commercial customers, guiding them in using the Key Navigator platform for loan management.
- Conduct educational sessions to enhance client proficiency with the Key Navigator platform.
- Assist consumer credit card clients with payments, fraud detection, and unblocking cards.
Corrections Officer
Cuyahoga County Sheriff Office
Cleveland, Ohio
05.2022 - 09.2022
- Supervised inmates within a pod during all daily activities, ensuring their safety and security.
- Maintained order and discipline among inmates.
- Provided appropriate referrals to address inmate concerns and issues.
- Conducted searches of inmates and their cells, identifying and documenting narcotics and other smoking materials.
- Orally reported incidents and documented them through official records.
- Utilized safety and security equipment to enhance the overall safety and security environment.
Education
Bachelor of Science - Criminology & Criminal Justice
University of Akron
Akron02.2026
Associate of Applied Science - Criminal Justice
Cuyahoga Community College
Cleveland01.2019
High School Diploma -
Cleveland Heights High School
Cleveland Heights01.2014
Skills
- Production system navigation
- Credit card processing
- Customer service
- Fraud detection
- Quality Assurance
- Conflict resolution
- Risk management
- Security supervision
- Incident reporting
- PC Software (Microsoft Office, Google Drive)
Core Competencies
• Transaction review
• Back-office banking operations
• Process improvement & workflow support
• Training facilitation & onboarding support
• Documentation & reporting accuracy
• Risk awareness & compliance adherence
• Investigative analysis
• Cross-functional collaboration
• Customer information verification
Internship
City of Cleveland Prosecutor’s office, January 2022-April 2022
Law intern
Cleveland, Ohio
- Helped complete projects with the misdemeanor investigators by providing research assistance
- Sat in intakes with members of the community conducted by misdemeanor investigators
- Assisted in multiple court cases by conducting research
- Interacted with attorneys and judges
Timeline
Training Assistant (Secondary Role)
KeyBank
11.2025 - Current
Call Center Senior Specialist I (CC Sr. Specialist I)
KeyBank
11.2022 - Current
Corrections Officer
Cuyahoga County Sheriff Office
05.2022 - 09.2022
Bachelor of Science - Criminology & Criminal Justice
University of Akron
Associate of Applied Science - Criminal Justice
Cuyahoga Community College
High School Diploma -
Cleveland Heights High School