Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Mays

Petersburg

Summary

Member Solutions Specialist focusing on supporting clientele. Enjoys collaborating across disciplines to drive change for stakeholders. Strengths organization and time management skills applied across a variety of environments. Self-motivated individual capable of communicating well under pressure. Philosophy is to “Take ownership of your professional growth.”

Overview

6
6
years of professional experience

Work History

Customer Operations Specialist

Dominion Energy
04.2025 - Current
  • Operate as a main contact for members, and derive answers for any questions a customer may have.
  • Resolve member issues with account setup for utilities.
  • Utilize calling queue system to provide customers with timely solutions.
  • Collaborate across Business Units to develop process improvements to more effectively serve the customer.
  • Develop a comprehensive knowledge base of all products and services offered.
  • Investigate complex customer issues across multiple systems to discover resolutions in an efficient manner.

Member Solutions Specialist, Solutions Center

Homebase Credit Union
08.2023 - Current
  • Operate as a main contact for members, and derive answers for any questions a customer may have.
  • Resolve member issues with account setup, card activation, and payment processing.
  • Utilize calling queue system to provide customers with timely solutions.
  • Collaborate across Business Units to develop process improvements to more effectively serve the customer.
  • Develop a comprehensive knowledge base of all products and services offered.
  • Investigate complex customer issues across multiple systems to discover resolutions in an efficient manner.

Tax Intern, Tax Accounting

Brown Edwards
01.2023 - 08.2023
  • Responsible for underlying work necessary for Tax Accountant to proceed with filing.
  • Gathered and organized financial documentation used in tax filing.
  • Created and compiled reports using Excel to track and analyze customer financial data.
  • Answered phones in a professional manner while supplying answers or relaying messages.

Customer Service Representative

Triple Impact Connections
06.2021 - 01.2022
  • Mitigated customer complaints while providing impactful results.
  • Supported members needs by investigating accounts, processing transactions, and resolving any issues.
  • Managed and organized confidential information from customers through multiple systems.
  • Took payments through multiple systems and managed any changes needed.

Daycare Provider

Angel at Play Childcare Center
05.2019 - 05.2020
  • Acted as structural authority to foster the growth and development of children.
  • Met the needs of infants and toddlers by changing, diapers, preparing meals, and fostering appropriate nap time environments.
  • Implemented activities designed to stimulate the emotional, physical, intellectual, and social development of children.
  • Provided an environment conducive to successful potty training using positive reinforcement techniques.

Education

Associate in Applied Science - Accounting and Finance

Fayetteville Technical Community College
Fayetteville, NC
05.2023

Skills

  • Technical Skills
  • Microsoft Office Suite and MS Office 365
  • Project Management
  • Soft Skills
  • Nimble
  • Responds to Intensity
  • Incorporates Feedback
  • Prioritizes Effectively

Timeline

Customer Operations Specialist

Dominion Energy
04.2025 - Current

Member Solutions Specialist, Solutions Center

Homebase Credit Union
08.2023 - Current

Tax Intern, Tax Accounting

Brown Edwards
01.2023 - 08.2023

Customer Service Representative

Triple Impact Connections
06.2021 - 01.2022

Daycare Provider

Angel at Play Childcare Center
05.2019 - 05.2020

Associate in Applied Science - Accounting and Finance

Fayetteville Technical Community College

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Kayla Mays