Lady Haynes
Ocean Springs
Summary
Dynamic customer service and banking professional with 4+ years of experience in high-volume client support, escalation handling, and cross-functional collaboration. Strong background in communication, problem solving and 2+ years of mentoring and guiding team members in a digital support environment, helping improve performance, confidence and service delivery.
Overview
7
7
years of professional experience
Work History
Customer Care Representative (Digital)
PNC Bank
Remote
03.2023 - Current
- Assist customers via digital platforms (LiveEngage), resolving inquiries and account issues using structured service models
- Apply active reading and empathy to assess customer needs and deliver personalized solutions
- Navigate multiple banking systems simultaneously to maintain accurate account servicing
- Partner with cross functional teams to resolve escalated issues effectively
- Maintain detailed documentation of customer interactions and follow-up actions to ensure service quality
- Mentor and support new and developing team members in a digital environment, providing real time guidance, coaching and best practices to improve performance and confidence
Retail Support Inbound
PNC Bank
Remote
04.2022 - 03.2023
- Provided guidance and procedural support of employees requiring assistance with policies and service standards
- Supported internal knowledge sharing by researching solutions and delivering accurate information
- Ensured compliance with company policies during customer and employee support interactions
- Communicated updates and case status clearly to maintain workflow transparency
- Resolved escalated concerns requiring higher level review and intervention
Customer Care Representative
PNC Bank
Remote
03.2021 - 04.2022
- Handled inbound customer calls regarding accounts, transactions and banking services
- Educated customers on banking products and services to improve financial understanding
- Resolved complaints and account issues with a focus on customer satisfaction and retention
- Maintained professionalism in high pressure and high volume environments
Customer Care Representative
Beau Rivage Resort and Casino
Biloxi, Mississippi
02.2020 - 02.2021
- Coordinated travel arrangements including flights, hotels and transportation for guests
- Resolved customer service issues and booking discrepancies across multiple systems
- Collaborated with vendors and partners to ensure smooth travel experiences
Guest Service Representative
Beau Rivage Resort and Casino
Biloxi, Mississippi
06.2019 - 02.2020
- Assisted guests with service requests, reservations, and general inquiries
- Delivered high-level customer service in a fast-paced hospitality environment
- Routed calls and requests to appropriate departments efficiently
Education
Bachelor of Science - Accounting
Southern New Hampshire University
Hooksett, NH05-2030
Skills
- CARES Service Model
- Conflict Resolution
- Banking Operations
- Written & Verbal Communication
- Active Listening
- Compliance Awareness
- New Hire Support
- Peer Coaching
Accomplishments
2x I-Lead Hero
2026 Market All Star
Timeline
Customer Care Representative (Digital)
PNC Bank
03.2023 - Current
Retail Support Inbound
PNC Bank
04.2022 - 03.2023
Customer Care Representative
PNC Bank
03.2021 - 04.2022
Customer Care Representative
Beau Rivage Resort and Casino
02.2020 - 02.2021
Guest Service Representative
Beau Rivage Resort and Casino
06.2019 - 02.2020
Bachelor of Science - Accounting
Southern New Hampshire University