Customer Service Data Entry

HASINA CONNELL

Cary, NC ***** 984-***-**** ******.*******@*****.***

Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Skills

Efficient and Detail-Oriented

Customer Account Management

POS Systems and Ordering Platforms:

Focuspoint, genesis, XTRAC, SAP, Microsoft

Word, Excel, Power point, Outlook, MUNIS,

Syntelate, MSP, ITOP&CARS

Data Entry and Maintenance

Inbound Customer Calls

Issue and Complaint Resolution

Strong Analytical and Problem-Solving Skills

Administrative and Office Support

Work History

Community Associate 08/2019 to Current

Regus Management Group – Raleigh, North Carolina

Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Executed record filing system to improve document organization and management. Generated and submitted invoices based upon established accounts receivable schedules and terms.

Identified, researched and resolved billing variances to maintain system accuracy and currency.

Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.

Financial Services Associate (Contract) 09/2018 to 07/2019 Fidelity Investments – Raleigh, North Carolina

Administered account transactions with customers and assisted in generating sales opportunities.

Provided financial reports and interpreted financial information to customers while recommending further courses of action.

Worked with clients to develop financial planning strategies and solutions through evaluation of finances.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Boosted customer service satisfaction ratings through consistent quality control. Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Late Stage Account Resolution Specialist 07/2016 to 08/2018 Wells Fargo Auto – Raleigh, North Carolina

Partner with the customer to help determine the reason for their account delinquency and evaluate the customer's financial situation; negotiate for full payment or create terms for repayment

Monitored aging accounts and reached out to customers to discuss payments. Consistently learn and apply operational policies and State & Federal regulations governing collection practices

Demonstrate strong organizational and time management skills, in order to achieve department productivity metrics

Counseled debtors on payment options and arranged installment agreements. Documented all actions performed and interactions with customers. Assessed individual situations and developed effective and appropriate resolutions. Early Stage Customer Service Agent 08/2015 to 06/2016 Seterus Inc, IBM – RTP, North Carolina

Entered customer interaction details in sales system to track requests, document problems and record solutions offered.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Educated customers on company systems, form completion and access to services. Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Responded to customer calls and emails to answer questions about products and services. Recommended products to customers and suggested other options if preferred product was unavailable.

Customer Service Representative 12/2014 to 12/2015 Sam's Club – Morrisville, North Carolina

Set up appointments with interested customers according to schedule availability. Provided information about available products and services, membership details and purchase advantages.

Delivered scripted sales talks to customers reached via manual and automatic dialing systems. Opened new accounts and documented personal, demographic and payment information in system.

Contacted businesses via cold or warm calling to offer services relevant to industries or niches. Actively listened to customers' requests, confirming full understanding before addressing concerns.

Education

Business Management 2020

Wake Tech Community College - Raleigh, NC.

High School Diploma 2012

Green Hope High - Cary, NC

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