Customer Service Account Representative

DONNA WAITES

**** ****** ***** ** ******* Texas *5071

206-***-**** highlyfavoredblessed351@gmail

Objective

To obtain a position where I may utilize my 22 years of experience as a customer service liaison or manager.

EXPERIENCE

Maxwell & Machado Logistics

Customer Service Manager & Dispatcher (6/2015-present)

Help manage current customer accounts.

Deal with a high volume of inbound and outbound phone calls.

Maintain relationships with carriers and customers.

Provide exceptional customer service to customers and carriers.

Solve customer and carrier problems and help resolve issues.

Provide shipment quotes for customers and set up shipments as required by customers.

Excellent multitasking skills within their workspace as well as computer software programs.

Be a professional representative of our company that other employees look up to.

is the place for a summary of your key responsibilities and most stellar accomplishments.

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Capital One

New Account Representative/Collections 05/2010-06/2015

Utilizing communication and decision-making skills, excellent proficiency in Microsoft Office and Internet Explorer, and sound negotiation capabilities.

Collecting required information from new references, and documentation; providing necessary information, and answering queries with regards to interest rates, bank policies, and fees; completing all processes related to opening a new account and making appropriate referrals for cross-selling.

Citigroup

Escalation Specialist/ Subject Matter Expert 04/2000-05/2010

Assist with evaluating and resolving service inquiries from clients and employees across different platforms

Effectively use various computer systems to complete assigned tasks and address account inquiries

Develop and maintain a working knowledge of specific groups of Citi products and services

Analyze and identify potential risks and identify solutions that meet client needs

Complete assigned tasks in an accurate and efficient manner

Solve disputes and retain clients, while minimizing operating loss, through adherence to established rules and regulations.

Fulfilling the clients’ necessities while providing an exceptional client experience expectedly.

Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets, by driving compliance with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, and reporting control issues with transparency.

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