Customer Service Sales

Jyrice Lamar J. Greene

**** ******* **** ** ***. E, Kennesaw, GA 30144

678-***-**** Mobile Service

******.******@*****.***

CUSTOMER SERVICE AND SALES PROFESSIONAL

More than 7 years’ successful experience in customer service and support with

•

Profile

recognized strengths in account maintenance, problem solving and technical

trouble shooting, sales staff support, and planning/implementing proactive

procedures to avoid future incidents.

1. Possess strong computer skills and knowledge using IBM, PC, and Mac

systems; Lotus 1 2 3, Microsoft Office Suite (Word, Excel, PowerPoint,

SharePoint, Access, Communicator, and Outlook), and WordPerfect.

2. Working and excellent knowledge with Bank Operating systems such as

370 Mainframe, MS DOS, Imageview/Document Search, Checkfree, and

Credit Bureaus.

3. A team player with the ability to train, motivate, and supervise other

customer service associates.

4. Establishes key relationships with internal and external partners with

profitable referral sources to achieve “Total Wallet Share Methodology.”

Helped with the increase of customer retention by 16%, from 52% to 68%.

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Synopsis of Achievements

1. Created team building exercises that led to notable increase in morale in all

departments.

2. Took part in the Associate Delight Council; reviewed feedback from the

associate satisfaction survey, and implementing changes for better associate

and customer experience.

Bank of America, Kennesaw, GA 2005 2010

Employment

Senior Fraud Analyst II / Customer Service and Sales Support

III

1. Handled incoming calls with the initiation, processing, and

decisioning of claims of different fraud types, including

new accounts, ACH, deposits, ATM/Debit cards, credit

cards, and checks; attempted to deter non fraud situations

1. Utilized negotiation and judgement skills to determine

appropriate solicitation for clients and providing service

alternatives to maximize savings.

2. Handled complex and escalated issues with internal

partners and customers; providing seamless delivery of

service and reform of policy attributing to the issue

3. Established performance matrixes to measure monthly

employee level expectations, performance concerns, and

superior execution of the business operating model.

2003 2005

Burlington Coat Factory, Jacksonville, FL

Department Sales Team Lead

1. Ensured total guest satisfaction using methods of product

recommendation, sales closing techniques, and service

matter approaches increasing store revenue.

2. Responsible for in store marketing, sales management, and

providing coaching and development through personal

example

3. Outlined detail specific service level expectations to ensure

a uniformed sales environment amongst service and sales

advisors

2008 2012

Florida State College, Jacksonville, FL

Education

BA: Computer Science; Currently Enrolled

References Furnished Upon Request

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