Kiearol Thomas
Fairburn
Summary
Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader
Lincoln Financial Group
01.2025 - Current
- Led cross-functional teams to enhance project execution and deliver timely solutions.
- Streamlined processes, resulting in increased productivity and reduced operational delays.
- Mentored junior team members, fostering a culture of continuous learning and development.
- Analyzed performance metrics to identify areas for improvement and drive strategic initiatives.
- Facilitated regular team meetings to ensure alignment on project status and priorities.
- Drove process improvements that enhanced client satisfaction and strengthened service delivery standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Delivered coaching concerns through different avenues to reach direct reports in ways that were most receptive to their learning preferences.
Claim Initiation Rep
Lincoln Financial
09.2022 - 01.2025
- Assist Claimant’s with starting claims for STD, LTD, FMLA and ADA Accommodations
- Navigate Multiple software platforms and screens in the claim initiation process
- Uphold QA standards and meet metrics required daily
- Exemplify timely completion of tasks while navigating calls
- Independently assign and triage claims after submission based on daily call volume
- Educate callers on self-service options for real time claim access
- Accurately send corresponding claim and leave documents
- Mentor new hires via Mentor/Mentee initiative
- Periodically respond to questions in team chat to assist fellow colleagues
- Claims Care Flex Trained since February 2024 providing in-depth claim details regarding status, payments and next steps
- Proficient in Microsoft Office Applications
- Managed client inquiries and resolved issues to enhance customer satisfaction.
- Developed and maintained comprehensive knowledge of insurance products and services.
Financial Relationship Specialist
Regions Bank
03.2021 - 07.2022
- Completed customer transactions to include deposits, withdrawals, payments, and balancing cash drawers & vaults
- Educated new and existing customers on emerging technology, products, and services to help them in reaching their expressed financial goals
- Risk mitigation and problem solving
- Assess banking material needs and submit procurement requests
- Managed and scheduled new account opening and account maintenance appointments with customers
- Cultivated strong relationships with clients to enhance financial understanding and service satisfaction.
- Analyzed financial data to provide tailored recommendations for investment and loan options.
Lead Teller
Wells Fargo
03.2018 - 03.2021
- Managed the performance of four tellers through weekly one-on-one meetings, team meetings, trainings, and coaching
- Assessed the needs of customers and educated them on relevant products and services available
- Responded promptly to customer complaints or concerns and offered resolutions to issues
- Oversaw daily branch operations, ensuring compliance with banking regulations and policies.
- Mentored and trained new tellers on customer service standards and operational procedures.
- Managed cash handling processes, reconciling discrepancies to maintain accuracy in transactions.
- Coordinated scheduling for teller staff, optimizing coverage during peak transaction periods.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Replenished ATM funds in empty canisters prior to validation process.
- Enforced compliance with bank regulations and policies to reduce financial risks.
- Answered inquiries regarding checking and savings accounts and other related products.
- Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.
- Recognized and prevented fraudulent activities and suspicious transactions.
- Streamlined teller operations for increased accuracy and speed, minimizing wait times for customers.
- Boosted customer satisfaction scores, promptly addressing inquiries and resolving issues.
- Reduced transaction errors, meticulously adhering to compliance and verification protocols.
Teller
Wells Fargo
07.2017 - 03.2018
- Greeted customers upon entry to the branch and/or upon arrival in the drive-thru
- Processed over seventy-five cash and electronic transactions to include deposits, withdrawals, transfers, official bank check purchases, loan payments, and credit card payments daily
- Tracked and verified cash transactions often to ensure the prevention of loss for the customer and the company
- Processed customer transactions efficiently, ensuring accuracy and adherence to compliance standards.
- Assisted customers with inquiries, providing tailored solutions to enhance satisfaction and loyalty.
- Managed cash drawer operations, maintaining balanced accounts throughout shifts.
- Oversaw daily branch cash flow, ensuring proper handling and reporting of discrepancies.
- Developed strong relationships with clients, identifying opportunities for cross-selling financial products.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Educated customers on use of banking website and mobile apps.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
Customer Service Representative
VXI Global Solutions
07.2016 - 07.2017
- Responded to and managed customers’ account inquiries, billing inquiries, and complaints
- Supplied both billing support and technical support
- Managed over fifty accounts daily while supporting a steady flow of incoming calls
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls while maintaining quality service and customer satisfaction.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor of Science - Business Administration & Financial Technology
Atlanta Metropolitan State College
Bachelor of Science - Elementary Education
Alabama State University
Montgomery, AL05.2016
High School Diploma -
Carver High School
Montgomery, AL05-2014
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Coaching and mentoring
- Relationship building
- SMART goals
- Call center operations
- Cash handling
- Mentoring
Certification
Notary Public
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Team Leader
Lincoln Financial Group
01.2025 - Current
Claim Initiation Rep
Lincoln Financial
09.2022 - 01.2025
Financial Relationship Specialist
Regions Bank
03.2021 - 07.2022
Lead Teller
Wells Fargo
03.2018 - 03.2021
Teller
Wells Fargo
07.2017 - 03.2018
Customer Service Representative
VXI Global Solutions
07.2016 - 07.2017
Bachelor of Science - Business Administration & Financial Technology
Atlanta Metropolitan State College
Bachelor of Science - Elementary Education
Alabama State University
High School Diploma -
Carver High School