Customer Service Technical Support

denise benton

Algonquin, IL ***** 847-***-**** ad7n06@r.postjobfree.com

Professional Summary

Customer-oriented, quality-driven professional recognized for achieving results in customer satisfaction. With over twenty years of customer service experience in multiple industries and the ability to complete multidisciplinary projects with aggressive timelines. Top-performing thought leader with experience in customer service, account management, technical support, project management, and process improvement. Strong interpersonal and communication skills with an organized nature and advanced problem-solving strengths.

Skills

Provides a high degree of accuracy, efficiency, and subject matter expertise for leadership, stakeholders, departmental team members, internal clients, and vendors.

Analytical thinker with strong process management, decision making, and problem-solving skills.

Adaptable and tolerant under stressful situations.

Ensures proper lines of communication, problem resolution, and a high level of confidentiality.

Strategic planner in execution and organization.

Education

Associate of Applied Science Degree in Network Systems Administration ITT Technical Institute

Work History

Customer Service Banking Representative, Robert Half, Deer Park, IL – 04/2024 to 06/2024 Present

As a Customer Service Banking Representative, I provide exceptional service and support to customers, ensuring their banking needs are met efficiently and professionally. My role involved assisting customers with a wide range of banking transactions, resolving inquiries, and providing technical assistance. My commitment to delivering high-quality service contributed to enhanced customer satisfaction and loyalty.

Customer Assistance: Assist ~40 customers per day with various banking transactions, including account inquiries, fund transfers, fraud alerts, and debit card services. Ensured accurate and timely processing of transactions while adhering to bank policies, procedures, and call time SLAs.

Problem Resolution: Utilized problem-solving skills to navigate complex situations and provide appropriate solutions, resulting in a 98% customer satisfaction rating.

Product Knowledge: Maintain a thorough understanding of banking products and services, including savings and checking accounts, loans, mortgages, and investment options. Educated customers on product features and benefits, assisting them in making informed financial decisions.

Compliance and Security: Adhere to all regulatory and compliance requirements, ensuring the confidentiality and security of customer information. Followed established protocols to prevent fraud and mitigate risks.

Team Collaboration: Work closely with colleagues to ensure seamless service delivery and a positive work environment. Shared best practices and collaborated on initiatives to improve customer service and operational efficiency.

Technology Utilization: Utilize banking software and digital tools to process transactions, manage customer accounts, and access information. Stay updated on new technologies and digital banking trends to serve customers better.

Collections Representative, Enova, Remote – 02/2022 to 04/2024

As a top-performing collections representative, I demonstrate exceptional skills in effectively managing accounts receivable and maximizing debt recovery. Through a combination of persistence, empathy, and negotiation, I consistently surpassed collection targets while maintaining positive relationships with clients.

Strategic Account Management- Developed personalized collection strategies tailored to each client's financial situation, ensuring a high rate of debt resolution while preserving customer relationships.

Exceed Targets- Consistently surpassed monthly collection targets by 15%, showcasing a proactive approach to debt recovery, exceptional negotiation skills, and client satisfaction.

Effective Communication- Cultivated strong relationships with an average of 70 clients weekly through clear and empathetic communication, dispute resolution, and payment plan negotiation to achieve mutually beneficial outcomes.

Problem Solving- Demonstrated proficiency in identifying and resolving account discrepancies, utilizing analytical skills to assess financial data and implement appropriate solutions.

Adaptability- Successfully navigated changes in industry regulations and company policies, remaining adaptable and continuously improving collection strategies to align with evolving requirements.

Customer Satisfaction- Maintained 98% customer satisfaction rating with written feedback from clients citing my professionalism, responsiveness, and dedication to resolving their financial issues.

Business Owner, Nanny’s Daycare Center, Algonquin, IL – 02/2002 to 01/2022

As the Owner of a daycare center, I provided visionary leadership and operational oversight to ensure the delivery of high-quality childcare services in a nurturing and safe environment. With a passion for early childhood development and a commitment to excellence, I successfully managed all aspects of center operations, fostering a culture of care, learning, and community engagement.

Strategic Planning and Management- Developed comprehensive business plans and operational strategies to drive the growth and success of the daycare center. This included setting goals, establishing policies, and implementing procedures to optimize efficiency and effectiveness.

Regulatory Compliance- Ensured compliance with all licensing requirements, safety regulations, and childcare standards set forth by local, state, and federal authorities. Maintained meticulous records and conducted regular audits to uphold regulatory standards.

Financial Management- Oversaw budgeting, financial planning, and resource allocation to maintain fiscal health and sustainability of the daycare center. Implemented cost-saving measures and revenue-generating initiatives to optimize profitability while ensuring affordability for families.

Parent Communication and Engagement- Established open and transparent communication channels with parents, ensuring their involvement in their child's education and well-being. Organized regular parent-teacher meetings, workshops, and events to foster a sense of community and support parental involvement in the daycare center's activities.

Call Center Supervisor, Verizon Wireless, Elgin, IL – 01/1999 to 02/2002

In the role of a visionary Call Center Supervisor, I provided dynamic leadership and strategic direction to drive operational excellence and deliver outstanding customer service experiences. Through innovative thinking, proactive problem-solving, and effective team management, I transformed the call center into a high-performing, and customer-centric operation.

Strategic Leadership- Developed and implemented forward-thinking strategies to optimize call center performance, enhance customer satisfaction, and achieve organizational objectives by 80%. Leveraged insights from data analysis and industry trends to identify opportunities for improvement and innovation.

Team Development- Recruited, trained, and coached a team of 30 customer service representatives to deliver exceptional service and exceed performance targets. Fostered a culture of continuous learning, professional development, and empowerment to maximize employee engagement and retention.

Process Improvement: Streamlined call center processes and procedures to increase efficiency by 20%, minimize wait times by 10%, and improve first-call resolution rates by 40%. Implemented performance metrics and KPIs to track progress, identify bottlenecks, and implement targeted solutions for improvement.

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