Customer Service Project Management
Resume:
KATHRYN NELSON
Westminster, MD 21157
****************@*****.***
Summary:
Business professional with over 15 years of customer service experience. My areas of expertise include uncovering and trending performance opportunities and subsequently facilitating resolution. My ability to manage time and multiple tasks has proven valuable. I have found success using attributes such as detail orientation, focus, and drive to generate consistently high productivity.
Skills: Systems:
Project Management
Customer Service Survey Analysis and Reporting
Training and Facilitation
General Office Skills
Microsoft Word, Excel, PowerPoint
One Vision, ACSS
One Source, Workflow Manager
NPS database, E Producer, Witness
Employment History:
Retail Banking Field Operations 10/2022-2/2024
Santander Bank-Contractor with Apex Systems
Glen Allen, VA
Provided support and clarity to branch teammates on policies and producers for documentation needed for account openings
Tracked branch errors and corrections to ensure documentation is complete
Assisted teammates with procedural questions
Processed account maintenance for existing accounts on name and signors changes
Performed second level quality reviews on previously reviewed account opening documentation
Fraud Client Service Representative 5/2014-11/2021
Bank of America, Hunt Valley, MD
Worked in a fast-paced environment that required accuracy, multi-tasking and clearly communicating resolutions.
Worked with clients and fully understanding their needs and resolving their situation the first time
Understood how clients engage with us via technology, financial centers and contact centers and make sure they’re aware of what we can do to make their financial lives better
Navigated multiple computer applications while interacting with the client
Focused on listening, understanding and provided solutions for my client’s needs
Analyzed and resolved complex clients’ problems through creative solutions
Committed to excellent attendance with proven reliability
Team player attitude with the understanding that calls must be handled immediately
Learned and adapted to new information and technology platforms
Kathryn Nelson page 2
Customer Service/Technical Support Specialist 6/2012-5/2014
Jos A Banks, Hampstead, MD
Assisted with Inventory support
Worked with the development of a new Point of Sale system
Resolved general systems issues
Tracked and analyzed system issues
Troubleshooted point of sale systems
Took customer orders for retail sales
Customer Service Agent 4/2011-6/2011
Bill Me Later, Hunt Valley, MD
Processed an average of 100 calls per shift
Detected and filed proper fraud paperwork for customer accounts
Applied credits to customers accounts per company policy
Addressed errors in processing online orders using the troubleshooting guidelines
Updated account information as needed
Enterprise and Government-Continuity Marketing Operations Coordinator 1/2009-2/2011
Verizon Wireless, Laurel, MD
Resolved all customers account requests according to compliance requirements
Any customer’s requests in writing were completed within 48 hours to decrease repeat calls and thereby allowing Verizon Wireless to lead in profitability
Completed all customer requests meeting management and compliance accuracy
Completed all projects in the said timeframe/deadlines
Designed templates to respond to customers request to comply with all legal criteria
Reviewed credits/charges to customer’s accounts to ensure accuracy
Offered customers discounted equipment or price plans that are contractually approved to save customers and lower churn
Northeast Area Vendor Management Quality Assurance Coordinator 9/1997-1/2009
Verizon Wireless, Laurel, MD
Facilitate customer service survey conference calls with vendors to drive management of each center’s first call resolution action plan and progression toward company goals
Lead face to face and online calibration sessions to ensure companies quality scoring is being implemented successfully by vendor management staff and employees
Consistently exceed monitoring productivity goals using six different monitoring systems
Trended and analyzed quality customer feedback survey results to identify root causes for first call resolution failures
Conduct face to face focus group sessions at vendor locations to identify areas of opportunity around procedures
Coach vendor employees and partnered with vendor management regarding implementation of company’s quality standards
Train peers and vendor employees on various quality initiatives
Develop manuals on how to use several monitoring systems
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