Kelly Lyons Email & Phone Number

St. Louis, Mo, Us

Greater St. Louis Area

Complete daily risk review and monitoring of escalations from external banking partners. As a DRI, maintain open communication with leadership, internal stakeholders, and external partners to address fraud trends and patterns observed. Responsible for team accountability surrounding internal and external service level agreements. Created process and policy documentation for existing and emerging workflows, as well as updating training material as necessary. Responsible for onboarding new staff… Show more Complete daily risk review and monitoring of escalations from external banking partners. As a DRI, maintain open communication with leadership, internal stakeholders, and external partners to address fraud trends and patterns observed. Responsible for team accountability surrounding internal and external service level agreements. Created process and policy documentation for existing and emerging workflows, as well as updating training material as necessary. Responsible for onboarding new staff and upskilling current team members, as needed. Show less

Greater St. Louis Area

Internal support for customer-facing teams through live chat and in-person channels. Serves as a key internal resource by providing advice and research on challenging cases, team processes, and product/manager escalations. Maintains a relationship with Customer Success stakeholders, offering data and guidance on the Square ecosystem

Effectively solved customer inquiries via phone and email,in addition to holding a high bar for support when owning customer interactions. Collaborated with members of other teams to find resolutions to improve seller experience.

Edwardsville, Il

Managed the customer service team. Provided expertise in researching customer escalations, training, and coaching. Performed a lead role in administering back office procedures including cash management; overseeing and resolving transactional issues; monitoring functionality of register hardware; and key-holding.

Edwardsville, Il

Performed diagnostic of all products to determine software and hardware issues to help customers find the complete solution. Provided coaching to help staff match available services with the challenges customers face. Mastered full knowledge of services, technology, and business group strategies to resolved all client needs.