Customer Service Quality Assurance

Cathy Cheeney

Email: ********@************.***

Address:

City: Clio

State: MI

Zip: 48420

Country: USA

Phone: 810-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Sharp banking professional whose talents shine in a competitive, innovative and creative environment. I am inspired and motivated to help customers build their financial independence. Dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Experienced in leading constructive and cooperative working relationships within a team setting.

Educational Background:

High School Dipolma from University of Michigan, Flint MI 1/2001 to 12/2002 (Elementary Education)

Job History / Details:

Summary

Sharp banking professional whose talents shine in a competitive, innovative and creative environment. I am inspired and motivated to help customers build their financial independence. Dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Experienced in leading constructive and cooperative working relationships within a team setting.

Highlights

Reliable

Excellent communication skills

Energetic

People-oriented

Detail-oriented

Basic mathematical aptitude

Proficient in Word and Excel

Excellent time management skills

Excels in team leadership

Excellent work ethic

Strong interpersonal skills

Dependable

Experience

August 2007 to Current

Citizens Bank Flint, MI

Senior Internal Support Specialist

Researched banking guidelines and statutory requirements to stay updated on new laws and applications..Achieved proper compliance. Computed, recorded, and proofread data, records and reports.Complied with federal, state and company policies, procedures and regulations.Communicated with customers, employees and other individuals to answer questions and explain information. Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable procedure exceptions to accommodate unusual customer requests.Provided accurate and appropriate information in response to customer inquiries.Demonstrated mastery of customer service call script within specified timeframes.Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.Developed effective relationships with all call center departments through clear communication.Ran reports and supplied data to fulfill customer report requirements.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Built customer loyalty by placing follow-up calls for customers who reported product issues.Formulated and enforced Service Center policies, procedures and quality assurance measures.Achieved customer satisfaction rating of 80 percentage within 11 months, exceeding corporate target. Provided cross training to 3 staff members. Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes.Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.Properly directed inbound calls in phone queues to improve call flow.

October 2004 to August 2007

Citizens Bank Flint, MI

Customer Service Supervisor

Monitored and tracked securities transactions, fund transfers, margin accounts and option trading.Researched banking guidelines and statutory requirements to stay updated on new laws and applications.Achieved proper compliance and accurate executive level reporting.Successfully managed the activities of [8] team members in multiple locations. Recruited, managed and mentored an average of [2] new customer service representatives per year. Improved service quality and increased sales by developing a strong knowledge of company's products and services.Interviewed, hired and trained new quality customer service representatives.Provided detailed monthly departmental reports and updates to senior management.Addressed negative customer feedback immediately.Provided a high level of product and leadership support to representatives and clients.Effectively communicated with team members to maintain clearly defined expectations.Resolved customer questions, issues and complaints.Developed rapport with the customer base by handling difficult issues with professionalism.

May 1999 to November 2004

Citizens Bank Flint, MI

Customer Service Representative

Opened new customer accounts, including checking, savings and lines of credit.Managed opening and closing times for theProcessed sales referrals and promoted bank services and products.Established new customer accounts including checking, savings, lines of credit and loans.Balanced daily cash deposits and bank vault inventory with a zero error rate.Trained employees on cash drawer operation.Adhered to Citizens Bank security and audit procedures. Researched and resolved customer issues on personal savings, checking and lines of credit accounts.Examined checks for identification and endorsement.Entered member transaction data into the online banking software. Processed treasury, tax and loan payments.Reported daily averages and shortages to the operations department.Maintained confidentiality of bank records and client information.Received regional branch recognition award for outstanding customer service.Delivered prompt, accurate and excellent customer service.

Education

2002 University of Michigan Flint, MI

Bachelor of Science Elementary Education

Minor in Math. Minor in Language Arts. Michigan Provisional Certificate for Grades K-5 all subjects, Grades K-8 Self Contained Classroom and Grades 6-8 BX

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