Customer Service Sales

Daquita Ricketts

*********@******.*** 757-***-****

SUMMARY

Ambitious professional with exceptional customer service skills an eloquent telephone etiquette. Demonstrated success in cultivating, maximizing, and maintaining client relationships with an advanced understanding of customer needs. Diligent attention to detail and proactive management results in superior customer service and high levels of client satisfaction and account retention. Successful history of process improvements, time management, and problem resolution skills. Personal qualities include but not limited to: rigorous, positive, good problem-solver, autonomous, persistent, adaptable, confident, punctual, resourceful, persuasive, and efficient.

PROFESSIONAL EXPERIENCE

Bank of America

Customer Relationship Manager 2010-2014

Served as primary point of contact for large pipeline of loans, demonstrating the ability to establish and maintain relationships, while maintaining a high level of customer service. Also acted as a liaison between lenders, legal department and other internal departments.

Experienced Loan Processor, responsible for preparing loan files with all appropriate documentation as well as analysis documentation for accuracy, completeness and potential red flags ensuring adherence to investor guidelines, and regulatory requirements.

Proven experience working well under pressure and with time constraints within service level agreements. Ability to explain complex information, topics or issues in easy to understand conversational language.

Proactively contacting customers primarily through outbound calls, assisting the client in initiating or completing home loan assistance request through various distribution channels as appropriate

Demonstrated patience and the ability to diffuse irate callers with tact and diplomacy. Ability to quickly and accurately interpret customers questions and/or inquiries by utilizing research and analytical skills research complex issues and define the actions necessary to resolve the situation.

Comcast,

Customer Retention Account Executive 2008- 2010

Ability to focus on the stated problem and synthesize information and knowledge to achieve a solution to methodically present options

Ability to engage customers to advise, recommend, and persuade them in regards to current and potential new needs

Answers inbound disconnection request, while meeting retention and sales goals and providing excellent customer satisfaction through single call resolution.

Evaluate current services and customer interests and offer additional services and/or upgrades. Process customer payments, maintain customer account records and prepare documentation on and service orders.

Answers customer questions regarding billing, service problems, products and features.

Resolves delinquent account balances, corrects errors and discrepancies on customer billings as necessary.

Ability to excel in a fast pace, high volume, highly regulated and changing environment. Flexible/Adaptable – ability to work effectively in a variety of situations and respond to change in a positive manner

.Bank of America

Small Business Relationship Specialist 2003-2008

Utilized product knowledge; selling strategies/techniques to establish and deepen client relationship.

Handles complex and escalated issues from customers or internal partners providing seamless delivery of sales fulfillment, service and administrative request.

Direct sales of small business and business banking products while providing the highest level of customer service.

Sound analytical and financial skills with track record of measurable sales and retention results

EDUCATION

Norfolk State University

Finance BS (pending)

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