Customer Service Microsoft Office

DIANE D. BROWN

**** ****** **** ***** ******, DE 19702 **************@*****.***

Phone Number: 302-***-****

TALENTED CUSTOMER SERVICE SPECIALIST

Top-performing, Senior Customer Service Specialist with more than 20 years experience in heavy volume, fast-paced banking/business environment. Outstanding reputation for handling multi-volume calls, expediting projects with diplomacy and providing exceptional customer service. Experience training and mentoring new hires. Solid work ethic.

Strengths: Works well under pressure; Supervisory Skills, Detail-oriented and thorough in taking and relaying information. Confident, enthusiastic, enjoys being part of a team.

AREAS OF EXPERTISE

Excellent Phone Communications Strong Computer Skills Understands Business Directives Troubleshooting New Business Development

Tracking/Reporting Order Processing Federal Banking Regulations

Diverse Clientele Escalation Team Corporate Compliance

PROFESSIONAL EXPERIENCE

September 1987 to July 2009: Discover Bank, New Castle, DE

Lead Account Management Specialist Deposit Products Division

Principal activities involved complete responsibility for handling all incoming customer service calls for global banking services company. Activities centered on opening new accounts and processing applications for CD’s, IRA’s and Money Market Accounts.

Select Accomplishments

Selected to work on Call Center Escalation Team handling toughest customer service calls and top priority calls for managers on duty.

Earned reputation for as the “Go to Person” for troubleshooting issues.

Key player in customer deposits increasing from $3.5 to $5.5 billion.

Acted as liaison with largest and most important client - Pfizer Pharmaceutical.

Won Stella Award, and Smart Appreciation Award for Outstanding Customer Service

May 2013 to present: Bank Of America, Newark, DE

Retail/Preferred/Small Business Specialist Preferred Division

Responsibilities including: inbound and outbound calls for credit cards, checking/savings accounts, IRA’s, CDs, and referrals to Merrill Lynch/Merrill Edge customers and new account openings.

Small Business Division (5/15- 11/17)

Responsibilities include: inbound and outbound calls to Small Business owners, in-servicing such as online banking business services, business checking and business savings accounts, working with business owners and their needs in special unit handling overages and other every day to day business needs.

Select Accomplishments

Handled 90+ calls/day as well as worked overtime in excess of 15+ hrs/week.

Achieved daily call monitoring compliance from 96% - 98%.

Won Bronze and Silver Award for excellent performance

COMPUTER PROFICIENCIES

Working knowledge of SAP-R3 systems; High proficiency in Microsoft Office (Word/Excel/Powerpoint) Typing – 65 wpm

EDUCATION

BS Business Management Wilmington University, Wilmington, Delaware

GPA – 3.25

Professional Development – FDIC, Certified Service Mentor, Continuous on-line classes.

Contact this candidate