Aniya Hardy-Lawrence

Monroeville PA 412-***-**** ad1k8n@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced customer service representative with over five years of experience in telephone, email, and virtual customer service. Highly familiar with customer relationship management (CRM) systems and software, conflict resolution, and customer escalations. Excited to use my proven skills and customer enthusiasm to bring customer satisfaction efficiently and effectively to all of those I encounter while on the job. TECHNICAL SUMMARY

O/S: Linux/Unix, Windows, MacOS

ITSM Platforms: Salesforce, Jira, Zendesk, ServiceNow, PowerBI, SharePoint Knowledge & Skills Areas

• Customer Support • Cust. Satisfaction (CSAT)

• Virtual Sales • SQL

• Digital Chat • Java

• Upselling • Programming C

• Dashboards

• Voice of customer (VoC)

Online Customer Service Associate, Concentrix 2023-

• Achieved an average of 100%+ sales goal each quarter for the department and maintained a 98% customer satisfaction survey rating.

• Assisted an average of 45 customers each day with finding specialized items & provided recommendations for custom projects via chat support, phone support and email support.

• Evaluated merchant and partner products to ensure quality assurance metrics were being met daily.

• Escalated customer order issues to Tier 2 support to achieve quickest resolution and minimize wait times.

• Performed upselling techniques to increase average order values across physical and online-ordered products purchased in store.

Personal Banker Supervisor, Dollar Bank 2019-23

• Achieved an average of 120%+ for my product goal each quarter and maintained a 100% customer on my VoC surveys.

• Review feedback from the voice of the customer (VoC) to learn, understand, and fix customers' expectations, preferences, and aversions.

• Emphasize the features of products to highlight how they solve customer problems.

• Be knowledgeable about the product, and confidently answer questions about the products.

• Maintain contact lists and follow up with customers to continue relationships.

• Always remained energetic and likable.

• Review customer transactions for patterns such as fraud or an opportunity for a new product.

• Emphasize ways to prevent fraudulent transactions and better habits with maintaining account.

• Help customers open checking and savings accounts.

• Assist clients in opening lines of credit.

• Maintain customer accounts and help resolve disputes.

• Refer customers to loan officers or other financial specialists.

• Resolve debit and credit issues.

• Complete basic data-entry and administrative duties.

• Use banking software to help clients make financial decisions.

• Handle general office operations including but not limit to, cash orders, and ATM maintenance.

• Encourage to handle all customer service issues including account maintenance, ATM disputes and ordering both checks and debit cards.

• Assist members with fraudulent or forgery claims.

• Act as a Loan Officer and provide guidance when necessary to staff members.

• Knowledgeable and conversant with Individual Retirement Accounts, Certificates of Deposit, Truth in Savings, and dividend calculations.

• Assess customer needs, explore all options, and introduce different types of loans.

• Operate in compliance with laws and regulations and adhere to lending compliance guidelines. Assistant Manager, Dunkin Donuts 2018-22

• Improved customer experience by overseeing three multi-faceted modular redesign projects on a weekly basis.

• Planned the succession of exiting associates at all levels through employee training and mentoring promising associates.

• Guaranteed compliance with company policies and procedures by holding hourly Associates accountable, maintaining quality assurance standards, developed, and implemented plans of action to correct insufficiencies.

• Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying and delegating responsibilities for employees.

• Manages recruitment territories.

• Develops and maintains positive relationships with crew, and customers.

• Organize stock and equipment, order supplies and oversee building maintenance, cleanliness, and security. Lead Cashier, Shop N Save 2017-18

• Responsible for daily opening and closing of registers & performing money counts for 20+ cash drawers.

• Maintained thorough knowledge of products, sales, promotions, and holiday discounts to provide customers accurate pricing upon purchasing.

Processed returns, credits, gift cards, and various forms of POS payments for customers and employees. Sales Rep, SafeLink 2016-17

• Be knowledgeable about the product.

• Continually building relationships with customers through follow ups

• Develops and maintains positive relationships with crew, and customers.

• Present, promote and sell products/services using solid arguments to existing and prospective customers.

• Perform cost-benefit and needs analysis of existing/potential customers to meet their needs.

• Establish, develop, and maintain positive business and customer relationships.

• Reaching out to customers leads through cold calling.

• Expedite the resolution of customer problems and complaints to maximize satisfaction.

• Achieve agreed upon sales targets and outcomes within schedule.

• Coordinate sales effort with team members and other departments

• Analyze the territory/market’s potential, track sales and status reports. EDUCATION

• Edison Career and Technology High School> Graduated w/ Diploma

• Community College of Allegheny Online> bachelor’s in science and technology 2020-present

• Penn State> bachelor’s in science and technology 2023-present Certificates

• Administrative Assistant Course of Completion

• Upward Bound

Contact this candidate