Open to opportunities

Kiana Veasley

@kianaveasley

Customer Service Specialist specializing in high-volume chat/email support for auto-loan and insurance customers, improving accuracy and resolution speed.

United States

Message

What I'm looking for

I’m looking for a customer-focused role where I can resolve complex inquiries quickly, improve accuracy with AI tooling, and support smooth operations through strong communication, KYC/fraud prevention, and dependable payment processing.

I’m a Customer Service Specialist with several years delivering high-volume chat and email support in fast-paced financial and insurance environments. I’m known for resolving complex auto-loan inquiries—achieving single-chat resolutions and boosting satisfaction scores—while guiding customers through payment processing and loan terms clearly.

At Farmers Insurance, I supported customers and agents using the company’s AI chatbot, helping reduce average inquiry time and improving clarification accuracy. I also integrated generative AI tools to improve policy accuracy and reduce handling time, and I bring strong KYC, fraud prevention, billing/payment processing, and detail-oriented Microsoft Office document editing to ensure compliance and fewer errors.

Experience

Work history, roles, and key accomplishments

Farmers Service Operation

Farmers Insurance

Apr 2025 - Oct 2025 (6 months)

Supported customers and agents with insurance policy questions using the company’s AI chatbot. Edited policy documents with Microsoft Office and assisted customers with online payment processing and payment-method questions.

Chatbot Generative AI Customer Support Insurance Microsoft Office Payment Processing

Chat Customer Service Specialist

Santander Consumer USA

Sep 2020 - Sep 2024 (4 years)

Provided explanations of auto-loan terms and guided clients through payment processing using the loan management system. Managed high-volume chat and email support with Genesys and de-escalated complex cases to achieve single-chat resolutions.

Email Support Auto Finance Loan Management System Genesys CRM Tools KYC Compliance Live Chat Fraud Prevention De escalation Customer Satisfaction

Customer Service Clerk

Walmart

Nov 2019 - Jul 2020 (8 months)

Processed returns and conducted price checks using the POS system while supporting customers across store departments. Handled MoneyGram transactions and money order purchases with ID verification and performed KYC verification to help prevent fraud.

POS systems Returns Processing Price Checks MoneyGram KYC Inventory Accuracy Customer Support

Attorney General Intern

Texas Attorney General

Jun 2019 - Aug 2019 (2 months)

Verified the accuracy of customer records using Excel and internal databases to ensure data integrity. Created and organized docket files in a case-management system to improve information retrieval for the legal team.

Excel Data Integrity Case Management Systems

Student Worker

Eunice & James West Library

Aug 2016 - May 2019 (2 years 9 months)

Maintained printer supplies and supported document printing to keep patron services running smoothly. Managed library material check-in/check-out and created welcome packets for new patrons to support onboarding and inventory accuracy.

Printer Supply Maintenance Printing Check Out Inventory Accuracy Data Entry