NELLISA PEACOCK

*** ***** ***, *****, ** *****

Home: 234-***-**** Cell: 330-***-****

acdzk7@r.postjobfree.com

Professional Summary

Call Center Representative versed in customer support in high call volume environments. Superior

computer skills and telephone etiquette.

Skills

•Creative problem solver

•Exceptional communication skills

•MS Windows proficient

•Quick learner

•Strong client relations

•Proficient in cash management

•Credit card processing

•Multi-line phone talent

•50 WPM typing speed

•Professional phone etiquette

•Database management

•Articulate and well-spoken

•Customer service-oriented

•Accurate and detailed

•Works well under pressure

•Flexible

•Appointment setting

•Team building

•Compensation and benefits

•Invoice processing

•Travel administration

•Administrative support specialist

•Conference planning

•Employee training and development

•Filing and data archiving

•Skilled in call center operations

•Exceptional workflow management

•Adheres to customer service procedures

•Committed to maintaining data integrity

Work History

FirstEnergy Service Co - Akron, OH

Customer Service Associate (December 2010-January 2014)

•Greeted customers in a timely fashion, while quickly determining their needs.

•Entered data promptly and efficiently.

•Responded to all customer inquiries thoroughly and professionally.

•Processed check and credit card payments rapidly and accurately.

•Coordinated between billing department and customers to resolve problems.

•Documented all customer inquiries and comments thoroughly and quickly.

•Referred unresolved customer grievances to designated departments for further investigation.

•Reviewed collection reports to determine the status of collections and the amounts of outstanding

balances.

•Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

•Ensured superior customer experience by addressing customer concerns, demonstrating empathy and

resolving problems on the spot.

•Managed wide variety of customer service and administrative tasks to resolve customer issues quickly

and efficiently.

•Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

•Directed calls to appropriate individuals and departments.

•Learned, referenced and applied product knowledge information.

First Merit Bank Call Center - Akron, OH

Customer Service Representative (August 2008-June 2010)

•Answered an average of 90 calls per day by addressing customer inquiries, solving problems and

providing new product information.

•Gathered and verified all required customer information for tracking purposes.

•Defused volatile customer situations calmly and courteously.

•Accurately documented, researched and resolved customer service issues.

•Mastery of customer service management systems and databases.

•Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center

environment.

•Identified chronic customer issues by creating and maintaining customer complaint log.

•Referred unresolved customer grievances to designated departments for further investigation.

•Managed high call volume with tact and professionalism.

•Initiated operations improvements to improve overall call center productivity.

•Acted professionally and patiently when addressing negative customer feedback.

•Met or exceeded service and quality standards every review period.

First Merit Bank - Akron, OH

Lead Bank Teller (November 2002- August 2008)

•Scheduled staffing for the main branch.

•Executed customer transactions, including deposits, withdrawals, money orders and checks.

•Organized and removed online banking files no longer in use.

•Rapidly and efficiently prepared customer and ATM cash and change orders.

•Organized, stocked and maintained the teller window area.

•Continued education on current banking products and services.

•Processed quarterly Vault and ATM audits with a zero error rate.

•Pulled daily branch express delivery cash reports.

•Coordinated daily cash reconciliation at a high-volume location.

•Maintained balancing record with 100% rate of accuracy.

•Handled various accounting transactions.

•Created member account profiles on First Merit online banking program.

•Collected member loan payments.

•Sold cashier's checks, traveler's checks and money orders.

•Executed wire transfers, stop payments and account transfers.

•Processed exchange and foreign currency.

•Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.

•Advised clients on mortgage, educational and personal loans.

•Maintained friendly and professional customer interactions.

Prudential Securities Inc. - Akron, OH

Administrative Assistant (November 1999-September 2002)

•Answered and quickly redirected up to 60 calls per hour.

•Created detailed expense reports and requests for capital expenditures.

•Ordered and distributed office supplies while adhering to a fixed office budget.

•Planned and coordinated logistics and materials for board meetings, committee meetings and staff

events.

•Managed office supplies, vendors, organization and upkeep.

•Directed guests and routed deliveries and courier services.

•Screened applicant resumes and coordinated both phone and in-person interviews.

•Answered and managed incoming and outgoing calls while recording accurate messages.

•Opened and properly distributed incoming mail.

•Helped distribute employee notices and mail around the office.

•Greeted numerous visitors, including VIPs, vendors and interview candidates.

•Drafted biweekly time sheets for 30 executives and employees.

•Organized all new hire, security and temporary paperwork.

•Completed data entry, tracked resumes and maintained the applicant tracking system.

•Screened all visitors and directed them to the correct employee or office.

•Obtained signatures for financial documents and internal and external invoices.

•Compiled annual recommendations for end of fiscal year budgets.

•Processed client rebate reconciliation, reporting and check requests.

Education

Garfield High School 2000

Akron, OH

High School Diploma: Cooperative Business Education

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