Carmen Haynes

**** *********** ***** ************, **** 43068

614-***-**** acqvop@r.postjobfree.com

Focus: Sales & Business Development

Providing over 20 years’ combined success in diverse customer service, sales and administrative roles.

Outstanding interpersonal, written/oral communication, and listening skills with proven capacity to maintain positive atmosphere when working with diverse clientele and colleagues. Extremely detail oriented and well organized with exemplary ability to analyze situations and opportunities offering insight beneficial to all parties involved.

Strengths Competencies Knowledge

Sales Presentations Upselling Techniques

Client Management Customer Service

Client Needs Analysis Solution Selling

Productivity Improvement

Time Management Problem Resolution

Strategic Planning Data Management

Microsoft Office Oracle HTML

Staff Training & Development

Professional Experience

PNC Bank– Whitehall, Ohio May 2008 to Present

Regional super-bank offering wide range of banking, financial and investment services to customers including individuals, small businesses, corporations and government entities. Previously recognized as National City.

Registered Sales Chat Consultant(2012 – Present) Customer Service Chat Consultant(2009 – 2012)

Online Banking Specialist(2008 – 2009)

Assist bank customers with diverse array of functions and services while simultaneously introducing and upselling banking and financial products/services consistent with customer needs; includes communications both via telephone and web platform response.

Combined scope of responsibilities: Respond to incoming account balance and service charge inquiries; assist with web enrollment, log-on passwords and navigation; submit disputes with bill pay issues and external transfer discrepancies.

Combined performance success: 2012 Achievement Award (top performer as customer service chat consultant); 2014 top performing registered sales chat consultant (largest volume of sales); 520,178 Revenue Credits in Sales in 2014; 104% of overall performance goal, 113% of quality scores and 104% of goal for customer involvement questionnaire (all 2014).Ranked in Top 10 in sales amongst peers.

Currently developing effective sales skills through clear and concise delivery of banking and financial products/services to potential customers; results enabled promotion to tier II sales level within 4 months of hire.

Selected to transfer to customer service chat team and acquired training on management of multiplecustomers simultaneously via internet; achieved strategy expanding business relationships while resolving customer issues.

Utilize strong organization, multitasking and analytical skills to assist multiple customers with account activity inquiries as well as online banking access and navigation.

Recognized for capabilities and assigned to train new hires in registered sales chat consultant position.

Appointed to serve as member of In Service Chat team formed to assist new hires through use of internal instant messaging system (Sametime).

Demonstrated knowledge of MS Excel utilized to calculate home equity values as well as track per month applications (to resolve discrepancies); utilize Lotus Notes to allocate emails to both internal and external customers; work regularly with Loan Insight to review customer credit information.

JP Morgan Chase–Westerville, Ohio June 2005 to June 2007

Globally recognized financial giant with approximately $1.1 trillion in assets and operations in more than 50 countries.

Customer Claims Analyst – Deposit Risk Operations(January 2007 – Present)

Responsible for research and resolution of issues supporting retail and corporate customer use of on-line bill pay system; responded to incoming inquires, determined caller needs, launched internal claims.

Allocated customer and merchant proof of payment report, and in cases of fraud, sent statement of dispute form as means of issuing provisional credit, and communicated with merchant to recover funds. Generated and provided source of receipts to inventory management department to determine ultimate placement of funds.

Frequently performed at 1st and 2nd lowest call handling time, outperforming colleagues with more experience; during training, achieved handle time, phone availability, call answer rate, and claims to call percentage goals.

Utilizing communications skills, frequently engaged in 3-way conference calls between bank, customer and merchant and lead discussion to investigate and solve issues.

Financial Service Advisor – Credit Card Division (June 2005 – December 2006)

Served in high-volume “front line” role, handing 100-150 calls daily communicating directly with card holders to address payment options, resolve billing discrepancies, assist with statement information, and discuss interest rates (including terms and benefits);contributed to account maintenance following up with clients to ensure questions answered and clarifications provided beyond expectations. Simultaneously assisted new hires with company and position policies and procedures.

Consistently exceed expectations on performance evaluations; “Each month there is always improvement … I see you as a leader within the team.” Michael Carr … Team Manager

Serve as team leader,coordinating motivational contests to improve team performance; successful contests have measured and improved lowest call handle time, agent availability, and quality of customer service.

Due to performance, appointed role as IQnet Captain responsible for facilitating resolution of escalated account issues; role executed around time performing regular customer service duties.

Praised by clients for providing excellent customer service in addition to precise information and insight to account activity; utilizestrong communication skills and strong researching skills to facilitate job duties.

Nominated Employee of the Month by supervisor for saving time and costs relative to fee movement and elimination in individual accounts;offered solution of financial service advisors using downtime to analyze accounts versus supervisor need to analyze accounts.

Safelite Solutions – Westerville, Ohio June 2004 to June 2005

Leading auto glass service with approximately 24% of national market share.

Customer Service Representative

Operated in fast-paced call center environment assisting customers file insurance claims, process accident and glass claims, locate automotive glass repair shops; accountable for resolving crises situations and providing quick resolution to irate and frustrated callers.

Served as Production Assistant with Courtright Memorial Library in Westerville, Ohio (February 2003 – June 2003).

Ohio Department of Education– Columbus, Ohio December 2001 to September 2003

Government agency responsible for ensuring quality education provided to state of Ohio students.

Office Assistant

Created spreadsheets and graphs, responded to incoming telecommunications, organized meetings and events, performed file maintenance, allocated office mail and researched information for projects; learned and refined computer skills, use of office production equipment, research techniques.

Education

Otterbein College – Westerville, Ohio

Bachelor of Arts in Music, 2005

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