Customer Service Sales

Agali Koutchan

Professional Summary

Self-motivated professional with banking environment experience working at PNC Bank

Knowledge of banking operational policies, procedures, products and services

Worked with appraisal team to address discrepancies and inputting the correct information into data system.

Reviewed GFE and TIL disclosures for accuracy.

Verified employment of customer.

Provided exceptional customer service while maintaining a high level of integrity

Intermediate to advance level Adept with Microsoft word, excel, power point, and outlook

Available immediately

Professional Experience

US BANK 12/2016 - 05/2017

CTR DEPARTEMENT/CRIME COMPLIANCE

Analyze customer account transactions to detect suspicious activity and make decisions on appropriate action.

Provide guidance, support, research, and recommendations to business line regarding account activity.

Work with business line to establish procedures for identifying suspicious customer transactions specific to money laundering, including the proper method for reporting such activity.

Review, and recommend procedure changes.

Verification of applicable laws, regulations, financial services, and regulatory trends that may impact the line of business

Experience of the business line’s operations, products/services, systems, and associated risks/controls

Perform variety of operational and risk related functions as needed

Convergys 01/2014 - Present

Part time: Inbound/Outbound Customer Care Associate weekend work

Handle over 120 calls per day in a call center environment

Issues regarding billing, following up on resolving orders issues

Implement and ensure customer focus in all lines of business.

Maintain broad knowledge of client products and services.

Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate product or service to address their needs

Troubleshoot, research and analyze customer problems with installation, billing, service upgrades/downgrades and disconnects

Provided exceptional customer service while maintaining a high level of integrity

Experience in navigating between different computer programs and screens to obtain and verify information

Verified and updated customer accounts daily in secure database

Dell 08/2011 - 12/2013

Customer Care Associate

Managed daily customer calls and emails to support pre-sales and post-sales service to customers within agreed deadlines and in line with target service levels expectations set.

Answered properly customer requests and fix non-technical issues by providing the best solutions, understand the customer needs and ensure full ownership of all internal and external customers’ requests.

Delivered results against pre-determined target metrics that measure individual, team and business performance.

Collaborated with all Dell departments and partners to ensure resolution to a best customer experience.

Provided exceptional customer service while maintaining a high level of integrity

Experience in navigating between different computer programs and screens to obtain and verify information

Verified and updated customer accounts daily in secure database

PNC Bank 11/2010 - 8/2011

RESPA/ Loan Documentation Specialist

Processed and reviewed appraisal data for accuracy.

Worked with appraisal team to address discrepancies and inputting the correct information into data system.

Reviewed GFE and TIL disclosures for accuracy.

Verified employment of customer.

Provided exceptional customer service while maintaining a high level of integrity

Experience in navigating between different computer programs and screens to obtain and verify information

Verified and updated customer accounts daily in secure database

Marina Market 12/2007 - 09/2010

Assistant Manager

Focus areas of the store, including Guest Experience, Human Resources, Sales Floor, Logistics, and Assets Protection.

Uphold the quality and productivity of every aspect of your store.

Store leader on duty responding to guest and team member concerns, as well as opening and closing the store and ensuring all property and personnel are secure.

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