Keyona Mays
Litchfield Park
Summary
Energetic customer service specialist seeking a Customer Service Representative position where excellent communication skills, strong ability to build customer relationships, and customer service experience will be utilized. Also coming with honed skills in multi-tasking, adaptability and 6+ years retail sales and customer support experience.
Overview
9
9
years of professional experience
Work History
Relationship Specialist
Desert Financial Credit Union
Sun City
03.2024 - Current
- Build, maintain and deepen member relationships by thorough consultative analysis of their financial profile.
- The Relationship Specialist maintains and deepens financial relationships with members by consulting and administering on new deposit accounts, consumer loan products, and home loan products by performing a consultative analysis for members and identifying products and/or services that will strengthen a member’s personal financial situation.
- Manage individual performance by building and maintaining a strong referral base and pipeline of new and existing members through internal and external outreach programs, including community outreach strategies to increase overall performance.
- Perform transactions, including, but not limited to; withdrawals, deposits, check cashing, loan payments, and account maintenance.
Relationship Specialist
Desert Financial Credit Union
East mark Safeway
07.2022 - 03.2024
- Build, maintain and deepen member relationships by thorough consultative analysis of their financial profile.
- The Relationship Specialist maintains and deepens financial relationships with members by consulting and administering on new deposit accounts, consumer loan products, and home loan products by performing a consultative analysis for members and identifying products and/or services that will strengthen a member’s personal financial situation.
- Manage individual performance by building and maintaining a strong referral base and pipeline of new and existing members through internal and external outreach programs, including community outreach strategies to increase overall performance.
- Perform transactions, including, but not limited to; withdrawals, deposits, check cashing, loan payments, and account maintenance.
Experience Specialist
Desert Financial Credit Union
01.2020 - 07.2022
- Account maintenance, ownership changes, wire requests, IRA transactions, automatic transfer requests, disputes.
- Consistently achieved and exceeded pre-determined monthly performance metrics.
- Maintained a thorough knowledge of the products and services available to members.
- Performed Consultative analysis of customers financial profile, identifying solutions, and making recommendations.
Receptionist/Hotel Front Desk
Mystic Lake Casino Hotel
09.2019 - 11.2019
- Greeted all casino hotel guests with friendly, approachable service.
- Communicated current casino and hotel amenities, services, events, dining, entertainment, policies, and travel directions to guests.
- Arranged and maintained guest accommodations over the phone and handled all walk-in reservations.
- Documented and followed up on guest requests.
- Maintained up-to-date records of available rooms.
- Issued promotional materials, casino coupons and gift cards.
Customer Service
C3 Customer Contact Channel
11.2018 - 09.2019
- Professionally handled a high volume of incoming calls.
- Thoroughly and efficiently gathered customer information, assessed and fulfilled customer needs.
- Educated customers regarding products and services tailored to their needs.
- Utilized and navigated multiple systems simultaneously.
- Resolved customer issues via one call resolution guidelines and/or escalated process.
- Met and exceeded company and client performance metrics.
- Continuously evaluated and identified opportunities to drive process improvements that positively impacted our client and its customers.
- Responsible for call disposition, as well as compiling and generating reports.
Teller
Wells Fargo
01.2017 - 05.2018
- Customer service-focused while handling complex transactions across multiple systems.
- Influenced, educated, and connected customers to technology.
- Performed with integrity and professionalism with all customers and team members.
- Exceeded performance objectives while following policies, procedures, and regulations.
- Handled large and high-volume cash transactions.
- Identified potential fraud/risky accounts and take appropriate action to prevent loss.
- Actively listened, eliciting information from customers and recommended products and services tailored to the needs of the customer.
Education
Diploma -
Minnesota Internship Center High School
Skills
- Clear Communication
- Interpersonal Skills
- Adaptability & Flexibility
- Goal-Oriented Focus
- Quick Learner
- Time Management
- Customer Care
- Empathy & Conflict
Timeline
Relationship Specialist
Desert Financial Credit Union
03.2024 - Current
Relationship Specialist
Desert Financial Credit Union
07.2022 - 03.2024
Experience Specialist
Desert Financial Credit Union
01.2020 - 07.2022
Receptionist/Hotel Front Desk
Mystic Lake Casino Hotel
09.2019 - 11.2019
Customer Service
C3 Customer Contact Channel
11.2018 - 09.2019
Teller
Wells Fargo
01.2017 - 05.2018
Diploma -
Minnesota Internship Center High School