Customer Service Representative

Chanelle M. Jefferson

**** ******** ******, ********, ** 23223 804-***-**** **********@*****.***

Objective

To secure a career opportunity utilizing my management, customer service, organization and communication skills to the benefit of customers and business growth.

Education

BACHELOR OF BUSINESS ADMINISTRATION NOVEMBER 2017 AMERICAN INTERCONTINENTAL UNIVERSITY

Major: Business Administration

Minor: Entrepreneurship

Related coursework: Business fundamentals with in-depth study of entrepreneurial principals, concepts, employment law and budgeting.

Skills & Abilities

ADMINISTRATION

Strong organizational skills and proficient in Microsoft Word, Excel and PowerPoint.

Detailed oriented, with time management and prioritization.

Strong oral and written communication skills

Problem solving and analytical skills

SALES

Create good rapport, strong business awareness and execute power of persuasion.

Outstanding people skills with a focus on consumer relations and problem solving.

LEADERSHIP

Facilitate team building exercises and assist with the training of new hires.

Conduct 360 coaching among peers as needed for meeting business goals and expectations.

Experience

Wells Fargo Bank, NA 08/19/2019-08/27/2021

Supported financial products and services

Identified opportunities to improve customer retention and experiences

Performed moderate to complex customer service task.

Assisted with customer related internal and external issues

Provided training on policies and procedures to external and internal customers

Processed and completed the escalation of non-routine and routine calls

Customer Service Representative Richmond City (311 Center) 10/2018-Jan 2019

Answer calls to help the constituents of Richmond City and surrounding counties

Processed incoming on and outgoing mail

Assisted with general inquires as it related to policies, procedures and permits.

Provided accurate, valid and complete information; gearing towards first call resolution.

Kept records of customer’s contacts, processed customer billing accounts and filed pertinent documentation

Resolved customer complaints via direct contact, mail or social media.

Customer service representative Bank of America, Na 09/2017-04/2018

Inbound call center associate assisted customers with account maintenance and bank policies.

Analyzed complex customer correspondence and took appropriate action.

Performed filing, data management, drafting and editing short office memos.

Reviewed financial advancements for Bank of America customers within their current banking portfolio.

Processed credit card payments and collected on delinquent accounts.

Used a call tracking system to escalate calls and to use as a reference tool for escalated call issue.

Performed compensation loss of funds and securities to assist with company guidelines.

CUSTOMER SERVICE REPRESENTATIVE II T-MOBILE 05/2016 – 03/2017

Inbound call center associate assisted customers with product ordering, refunds and exchanges.

Assisted callers with billing inquiries and account activation and maintenance.

Complete accurate paperwork and transactions according to company policies and procedures.

Assisted in tasks, duties or projects as assigned by management.

Assisted customers with service activation, changes and bill payments.

Exceeded in monthly revenue goals through acquiring new customer’s accounts, maximizing existing customer’s accounts by identifying revenue opportunities and excelling in quality metrics.

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