Customer Service Experience
Resume:
November **** to
Current
February **** to
Current
February 2014 to
February 2015
June 2000 to
August 2012
Summary
Attentive and goal-focused bringing a successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures. Experience
Delta Airlines Global Services
Cincinnati, OH
Customer Experience Specialist
Developed customer service policies and procedures to ensure optimal customer experience.
Provided technical support to customers and troubleshoot their queries. Analyzed customer feedback and complaints to identify areas of improvement in the customer experience process.
Assisted in designing new strategies for improving the overall customer journey. Identified opportunities for providing additional services or products to existing customers.
Ensured compliance with relevant regulations governing consumer protection rights. Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
PNC
Miamisburg, OH
Foreclosure Attestation Specialist
Collection Agent 2015-2016/ Credit Bureau Investigator 2016-2021 Conduct thorough research on all disputes received from consumers and other internal departments for errors
Ensured policies and procedures are complied and consistently applied for issue resolutions
Maintained good customer relations with borrowers and effectively solved problems in an effort to resolve account delinquency and prevent losses Negotiated immediate full payments or acceptable and timely payment arrangements for account resolution and accurately inputted and documented all actions within the collections system on as happens basis
Analyzed financial data to identify trends, patterns and strategies. Organized general financial information, update reports and audit data. Synchrony Bank F.N.A. Ge Capital Retail Bank
Kettering, OH
Customer Service Representative
Assist Clients with credit card payment transactions, disputes, credit line increases, and any other transaction associated with the membership or credit card Informed customers about billing procedures, processed payments and provided payment option setup assistance
Comcast Cable
Knoxville, TN
Jykarta Boykins
Dayton, OH 45420
*****.*@*****.***
WWW: Bold Profile
May 2006
July 2016
October 2013
Customer Support Specialist
Customer Service Representative 2000-2004/ Online Technical Support 2004-2006/ Retention 2006-2011/ Sales Specialist 2011-2012
Performed customer negotiations to reach fair conclusion for both business and customer.
Provided telephone, online, and face to face customer service support Coached, monitored, and mentored new employees and provided guidance for different teams
Engaged positively with each customer, providing professional and polite support for sales and service needs.
Contacted new and existing customers to outline benefits of products and answered product questions with up-to-date knowledge of sales and promotions. Developed key customer relationships to increase sales. Pursued and generated customer leads as well as engaged in follow up activities to gain new client accounts.
Listened to customers to understand needs and refer to optimal services. Education and Training
National College of Business & Technology
Knoxville, Tn
Computer Applications Technology
Associate of Applied Science
4.0 GPA
Dean's List Honoree all 4 quarters in 2004
M.A. Smythe Academic Achievement Award Recipient
Ohio Business College
Dayton, OH
CNA- Certified Nursing Assistant
Associate of Arts
Toni & Guy Hairdressing Academy
Marietta, GA
Cosmetologist
Master of Arts
Skills
Problem Solver & Team Player
World class customer service
Motivated passion to help others
Strong interpersonal Skills
Adaptability
Coachable
Growth focused
Detail Oriented
Innovative
Complaint Handling & Resolution
Friendly, positive attitude
Reliable & trustworthy
Billing inquiry management
Customer education
Budget counseling
Payment processing
Critical thinking
Goal Oriented
Fast Learner
Flexible
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