VINCENT LARSON

ad40bt@r.postjobfree.com 515-***-**** West Des Moines, IA 50265

Summary

Dynamic Leader and professional with nearly 3 decades of experience dealing with all aspects of the customer service field. Adept at multi-tasking and fast paced claims processing. Demonstrated ability in solving complex claims and issues by utilizing strong communication skills and attention to detail. Accustomed to reaching immediate and long term customer service goals by using innovative strategies that cover a broad spectrum of programs and services. Proficient at working in the fast paced customer service environment with competing priorities Skills

• Account Updates

• Inbound and Outbound Calling

• Product Knowledge

• Complaint Resolution

• Documentation

• Conflict Resolution

• Grammar

• Typing Proficiency

• Tactful and Diplomatic

• High-Energy Attitude

• Reading Comprehension

• Positive and Professional

• Research

• Active Listening

• Microsoft Office Expertise

• Professional Telephone Demeanor

• Microsoft Outlook

• Courteous Demeanor

• Critical Thinking

• Credit Card Payment Processing

• Computer Proficiency

• Customer Service

Experience

Wells Fargo, NA West Des Moines, IA

CSR

08/2014 - Current

• Supported sales team members to drive growth and development.

• Contacted customers about potential service upgrades, new billing services and account changes.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Recommended improvements in products, service and billing methods to management to prevent future problems.

• Consulted with customers to resolve service and billing issues.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Updated job knowledge by participating in educational opportunities.

• Collaborated with other teams within the organization to resolve complex issues related to customers' accounts.

• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

• Developed strong customer relationships to encourage repeat business.

• Participated in team meetings or training sessions when necessary.

• Mentored new employees on procedures and policies to maximize team performance.

• Analyzed call trends to identify areas of improvement for customer service processes.

• Answered inbound calls, chats and emails to facilitate customer service.

• Demonstrated excellent communication skills in resolving product and consumer complaints.

• Presented existing and prospective customers with valuable service or product information to aid in decision-making.

• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

• Managed multiple tasks simultaneously while providing excellent customer service experience.

• Consulted with customers to resolve service and billing issues.

• Developed strategies to improve quality of customer service delivery.

• Processed customer account changes with proprietary software.

• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education and Training

Hawkeye Community College Waterloo, IA

CNA

North Iowa Area Community College Mason City, IA Associate of Arts in General Studies

H e w l e t t - P a c k a r

11/2012 - 08/2014

CS R / S a l e s

Contact this candidate