Customer Service Representative

Norman Greenberger

* ***** ******* **., *******, CT 06851

(H) 203-***-**** (C) 203-***-****

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

Senior Customer Service Representative

Customer Care Management Staff Development Customer Satisfaction

Detail oriented professional offering over 10 years of diverse and relevant experience in the Customer Service industry. Highly skilled in providing excellent customer service, as well as support. A personable and outgoing professional who works successfully with people from diverse backgrounds, occupations and cultures, thriving on challenges, and quickly adapting to new environments and responsibilities.

Summary of Qualifications

* Worked as a Senior Customer Service Representative, Certified and Registered Consumer Lender

* Manager of a retail store responsible for ordering inventory, completing payroll, and selling high end tangible products to a wide demographic profile.

* Customer Care

* Retail Management and Sales

* Account Management

* Customer Hospitality

* Customer Service Training

* Team Building

* Product and Service Planning

* Customer Retention

Notable Career Highlight

Spearheaded the redesign of School Food Service Facilities nationwide, empowering students by transforming institutional cafeterias into restaurants and food courts. Sales and participation increases have reached over 150% compared to before the projects were started. I established budgets for architectural planning, construction and reimaging of school food service areas, as well as coordinated the bidding process and installation, and negotiated major licensing contracts.

Professional Employment History

Senior Customer Service Representative, Certified Customer Lender

TD Bank, Norwalk, CT (2007-2014)

* Sold & cross-sold a wide range of retail banking products & services to new & existing Customers.

* Established and solidified customer relationships by providing legendary Customer Service based on Guiding Principles, CWI, Think SMART and WOW! Shop Criteria.

* Maintained WOW! Service Performance and reinforced feedback gained from Mystery Shops and Customer comments.

* Assessed customer information and suggested appropriate product & service solutions.

* Met with customers and prospects, and developed an understanding of other financial objectives and needs.

* Sold customers on value and benefits of suggested alternatives and close sales.

* Opened new accounts and performed routine maintenance on existing accounts.

Norman Greenberger Page Two

Professional Employment History (Continued)

* Conducted loan interviews, accepted loan applications and conducted loan closings.

* Recommended loan overrides as appropriate and respond to mortgage inquiries.

* Compiled and prepared necessary paperwork and input information into appropriate systems.

* Maintained strong product and sales knowledge; championed core service values.

* Provided guidance and training to less experienced staff.

* Provide sound advice at every Customer interaction to create a positive Customer Experience and ensure that Customer Experience sales standards were achieved.

* Contributed to the ongoing improvement of the Customer Experience by leading, coaching and modeling quality service at every Customer interaction.

* Ensured Customer problems were handled appropriately, and when appropriate, coached Customer Service Representatives to reach a successful problem resolution.

* Participated in the negotiation and resolution of significant Customer issues when related to banking products/services and elevated Customer complaints directly to the designated Supervisor.

* Identified and referred Customers to Business Partners, including Wealth Management Partners as appropriate.

Retail Sales Manager

Walpole Woodworkers, Westport, CT (2002-2007)

* Responsible for retail and commercial sales, customer care, ordering merchandise, inventory control, tracking all orders on MAS 200, as well as daily financial cash sheets and payroll.

* Assisted customers deciding which products, and styles would go best with their décor and budget.

* Increased sales and built customer confidence by participating in man-to-measures at customer’s homes.

* Partnered with customers, architects, landscape architects and builders to increase business.

Education

Bachelors Degree in Advertising Design and Communication

Pratt Institute, Brooklyn, NY

HONORABLY DISCHARGED US NAVY VETERAN WITH MEDALS.

Contact this candidate