Yancey Heard
Conway
Summary
Cybersecurity-focused professional with a Master of Science in Applied Digital Technology, emphasizing Cybersecurity and Cloud Computing. Demonstrated experience in customer service, incident escalation, operational leadership, data analysis, and risk-aware decision-making within regulated and high-volume environments. Strong attention to detail, effective oral communication, and proven problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Summit Utilities
Little Rock
09.2023 - Current
- Create and maintain customer utility accounts, ensuring accuracy and regulatory compliance.
- De-escalate customer complaints through structured problem-solving.
- Communicate billing, service, and safety procedures clearly to customers.
- Escalate emergency situations to technical teams to support public safety.
- Document all interactions to support audits and continuity of service.
Area Manager I
Amazon Fulfillment Center
Little Rock
04.2021 - 08.2023
- Led teams of 60–100 associates in a high-volume fulfillment environment.
- Improved productivity by 25% month-over-month using performance data.
- Reduced safety incidents by 11% through SOP enforcement.
- Communicated operational metrics to senior leadership.
- Managed staffing, workload distribution, and corrective actions.
Customer Support Specialist
Arvest Central Mortgage
Little Rock
08.2020 - 04.2021
- Verified customer identities in compliance with federal and state regulations.
- Responded to mortgage inquiries while maintaining data confidentiality.
- Documented communications for audit readiness.
- Resolved issues within service-level agreements.
Bank Teller
Arvest Bank
Little Rock
11.2019 - 08.2020
- Processed deposits, withdrawals, and loan payments accurately.
- Identified and escalated discrepancies or fraud indicators.
- Provided customer service and explained banking products.
- Balanced cash drawers and maintained accurate records.
Education
Master of Science - Applied Digital Technology Cybersecurity & Cloud
Arkansas State University
Jonesboro, AR08-2025
Bachelor of Science - E-commerce
University of Arkansas At Little Rock
Little Rock, AR05-2020
Skills
- Cybersecurity & Privacy Principles
- Cloud Computing Fundamentals
- Risk Awareness & Mitigation
- Attention to Detail
- Customer Service
- Oral & Written Communication
- Problem Solving
- Data Analysis & Reporting
- Microsoft Office Suite
References
References available upon request.
Timeline
Customer Support Specialist
Summit Utilities
09.2023 - Current
Area Manager I
Amazon Fulfillment Center
04.2021 - 08.2023
Customer Support Specialist
Arvest Central Mortgage
08.2020 - 04.2021
Bank Teller
Arvest Bank
11.2019 - 08.2020
Master of Science - Applied Digital Technology Cybersecurity & Cloud
Arkansas State University
Bachelor of Science - E-commerce
University of Arkansas At Little Rock