Customer Service Representative
Resume:
WORK HISTORY
Teller and Assistant Auditor, **/***7 - 03/2020
First State Bank And Trust, Carthage TX
Customer Service Representative, 07/2007 - 12/2019 Patterson Insurance Agency
Carthage, TX 75633
******.***********@*****.**
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RACHEL WILSON
Provided administrative and management assistance to auditor and directed activities in office.
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Performed analysis and research to compile data to submit to auditor for special projects.
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Reviewed budget adjustments and transfers to maintain strict internal control.
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• Reviewed data points and trends to determine compliance. Performed standardized tests to check processes and adequacy of internal control structure.
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• Prepared balance sheets.
Conducted audits of funds to meet proper accounting, reporting and disbursement requirements.
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• Monitored department compliance with laws, regulations and codes. Detected internal control deficiencies and suggested corrective measures.
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• Updated account information to maintain customer records. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
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Provided primary customer support to internal and external customers.
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Responded to customer requests for products, services, and company information.
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Answered customer telephone calls promptly to avoid on-hold wait times.
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Offered advice and assistance to customers, paying attention to special needs or wants.
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Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
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Tracked customer service cases and updated service software with customer information.
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Participated in team meetings and training sessions to stay informed about product updates and changes.
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Processed customer service orders promptly to increase customer satisfaction.
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Handled customer inquiries and suggestions courteously and professionally.
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Teller, 07/2006 - 08/2006
Regions Bank, Carthage TX
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
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• Responded proactively and positively to rapid change.
• Cross-trained and backed up other customer service managers. Promptly responded to inquiries and requests from prospective customers.
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Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
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Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
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Educated customers about billing, payment processing and support policies and procedures.
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• Maintained up-to-date knowledge of product and service changes. Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
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Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
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Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
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• Processed customer transactions promptly, minimizing wait times. Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
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Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
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Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
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Followed up on customer complaints and provided solutions to enhance customer satisfaction.
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Disbursed cash and checks accurately while maintaining security of cash drawers.
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Maintained accurate records of customer transactions in line with bank procedures.
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Monitored and reported suspicious activity in line with bank security policies.
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Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
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• Executed wire transfers, stop payments and account transfers. Performed account maintenance by closing out accounts and changing customer addresses.
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• Monitored and verified suspicious activity on customer accounts.
• Calculated fees due, interest and change for customer transactions.
• Assisted customers with banking needs and inquiries. Established rapport with new clients to increase satisfaction and loyalty.
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Processed wide variety of retail banking transactions for personal and commercial customers.
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• Maintained friendly and professional customer interactions. Received loan and utility payments, sending funds to correct destinations.
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Arranged monies received in cash boxes and coin dispensers according to denomination.
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