DENISE GLENN

adu7yl@r.postjobfree.com 513-***-**** Cincinnati, OH 45237

Summary

Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with [Number] years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.

Skills

Account management

Membership renewals

Customer support

Database maintenance

Experience

General Electric Credit Union Evendale

Member Service Representative III

02/2016 - 11/2020

Managed administrative requirements to keep records up to date and complete timely forms for customer needs.

Maintained strong knowledgebase of product options and sales promotions to better serve every customer.

Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.

City of Cincinnati Cincinnati, OH

Cincinnati Recreation Department

10/2010 - 10/2017

Promoted physical, mental and social development by implementing classroom games and outdoor recreational activities.

Facilitated individual and group sessions with students to build trust and deliver therapeutic support.

Convergys Corporation Norwood, OH

Customer Service Representative

07/2006 - 10/2008

Informed customers about billing procedures, processed payments and provided payment option setup assistance._

Asked probing questions to determine service needs and accurately input information into electronic systems.

Assessed customer needs and upsold products and services to maximize sales.

Answered 100 + inbound calls per day and directed to designated individuals or departments.

Educated customers on special pricing opportunities and company offerings.

Fifth Third Bank Cincinnati, OH

Fraud Specialist

12/1997 - 12/2003

Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.

Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.

Communicated with customers and company personnel, utilizing active listening and interpersonal skills.

Conducted reviews of flagged transactions and reports that showed potential suspicious activity.

Identified fraud patterns and anomalies through analysis of large quantities of data.

Juggled multiple projects and tasks to ensure high quality and timely delivery.

Education and Training

University Of Cincinnati Main Campus Cincinnati, OH

Associate of Arts in Liberal Arts And Sciences

06/1980

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