Customer Service Social Media

ALENA SMITH

904-***-**** *****.*********@*******.***

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems, Microsoft Outlook, Excel, and Zendesk paired with outstanding active listening and multitasking abilities.

Skills

Skilled Collaborator

Account Management

Rapid and Adaptive

Chat and Email Support/Management

Leadership

Solutions Oriented Professional

Effective cross functional communicator

Compliance & Privacy Standards

Experience

Relationship Banker 07/2023 to Current

Regions Bank Remote

Create connections and develop rapport with customers to provide personalized service, resulting in a 20% increase in customer satisfaction scores and a 15% rise in customer retention rates over a six-month period.

Maintain detailed records of customer accounts, including deposits and withdrawals, to ensure accuracy in all financial transactions

Processed an average of 200+ financial transactions nightly with 100% accuracy, utilizing knowledge of banking software and anti-fraud procedures to ensure security and efficiency of client assets. Account Specialist 07/2019 to 07/2023

Venus Fashion Remote

Demonstrated mastery of one-contact resolution via live chat, social media, or email.

Maintained stellar 5-star call quality assurance scores which include consecutive customer feedback survey scores of 98% or better.

Managed over 300 high-value client accounts, establishing and nurturing relationships that led to a 25% increase in client retention rates over a 12-month period.

Email Support Expert 09/2021 to 06/2023

COMPSYCH Remote

Administered inbound calls, emails, and web chat requests for customer support.

Managed and tracked as many as 100+ daily client interactions in Microsoft Outlook Software.

Resolved over 3,000 customer email inquiries per month with a 98% satisfaction rate by providing clear, accurate, and timely support, while also identifying and championing the implementation of a new CRM system to streamline workflow.

General Manager 10/2014 to 07/2019

Zaxby's Jacksonville

Generated safety standard checklist and reminders, posted daily in staff areas to ensure 0 policy violations which assisted in achieving 99% or better in all health inspections.

Regulated hire and training process while overseeing 15+ employees per shift.

Oversaw the strategic overhaul of business operations, which increased overall company efficiency by 25%. Associate of Arts and Science: Florida State College of Jacksonville 08/2015

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