Service Representative Customer
Resume:
Erica Hardy
Senior Customer Service Representative
Greensboro, NC 27407
*************@*****.***
An organized and attentive Senior Customer Service Representative with 5+ years of experience maintaining professional client relationships, consistently displaying excellent customer service and advising representatives on performance improvements. Authorized to work in the US for any employer
Work Experience
Senior Customer Service Representative
Spectrum - Greensboro, NC
November 2019 to October 2022
• Set up client appointments
• Performed customer service surveys
• Provided policy and service information
• Answered general questions
• Answered calls from customers
• Resolved customer information and complaints
• Responded to claim inquiries
• Responsible for tracking and maintaining inventory
• Handled online orders and credit card transactions
• Performed data entry for customer information and orders
• Effectively communicated with call center representatives and supervising management to ultimately improve the company's metrics by 44%
• Provides exceptional professional customer service to clients via phone and email
• Maintains a working knowledge of the company's products to assist with specific customer inquiries
• Answers customer complaints and effectively deescalates altercations over the phone, resulting in customer satisfaction improvement of 17%
Teller
Wells Fargo - Greensboro, NC
January 2016 to August 2019
• Provides account services to customers by receiving deposits and loan payments; cashing checks; issuing savings withdrawals; recording night and mail deposits; selling cashier's checks, traveler's checks, and series e bonds; answering questions in person or on telephone; referring to other bank services.
• Records transactions by logging cashier's checks, traveler's checks, and other special services; preparing currency transaction reports.
• Cross-sells bank products by answering inquiries; informing customers of new services and product promotions; ascertaining customers' needs; directing customers to a branch representative.
• Completes special requests by closing accounts; taking orders for checks; opening and closing christmas and vacation clubs; exchanging foreign currencies; providing special statements, copies, and referrals; completing safe-deposit box procedures.
• Reconciles cash drawer by proving cash transactions; counting and packaging currency and coins; reconciling loan coupons and other transactions; turning in excess cash and mutilated currency to head teller; maintaining supply of cash and currency.
• Complies with bank operations and security procedures by participating in all dual-control functions; maintaining customer traffic surveys; auditing other tellers' currency; assisting in certification of proof.
• Maintains customer confidence and protects bank operations by keeping information confidential.
• Contributes to team effort by accomplishing related results as needed. Sprint Customer Service Representative
Sprint - Laurel, MD
February 2009 to November 2016
Manage large amounts of incoming calls
Generate sales leads
Identify and assess customers’ needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer service team sales targets and call handling quotas Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Take the extra mile to engage customers
Education
Some college
High school diploma or GED
Skills
• Proven customer support experience or experience as a client service representative Track record of over-achieving quota Strong phone contact handling skills and active listening Familiarity with CRM systems and practices Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively (10+ years)
• CSR
• Call Center
• Customer Service
• Customer Care
• Salesforce
• Upselling
• Conflict Management
• Account Management
• Cash handling
• Banking
• Marketing
• Sales management
• Customer Support
• Microsoft Outlook
• Relationship Management
Assessments
Customer focus & orientation — Highly Proficient
July 2019
Responding to customer situations with sensitivity. Full results: Highly Proficient
Customer service — Highly Proficient
October 2020
Identifying and resolving common customer issues
Full results: Highly Proficient
Call center customer service — Familiar
October 2020
Applying customer service skills in a call center setting Full results: Familiar
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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