Kayla Shields

Equifax

Saint Louis

04.2020 - Current

Assisted the billing department with documenting customer requests and escalating the billing request.
Provided walkthroughs to new verifiers registering for verification services on theworknumber.com
Assisted in developing strategies to improve the overall customer experience.
Analyzed customer data to identify opportunities for upselling services
Analyzed when the verification required employees to put in data disputes regarding their data.
Trained new employees in our department.
Provided technical support to verifiers experiencing issues with theworknumber.com/integrated systems.
Maintained a Quality Assurance monthly score of 100%.
Promoted to the BSC team with 4 months for being employed with Equifax.
100% percentile adherence.
Assisted verifiers with account creation and issues with their account, and provided troubleshooting and resolution.
Managed incoming calls from customers while providing exceptional service.
Resolved escalated customer complaints in a timely manner.
Responded promptly to inquiries from customers about products or services.
handled case work
Educated customers about products, pricing and policies to address and resolve issues.
Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.