Support Agent Customer Service
Resume:
Shemeka Randolph
PROFESSIONAL SUMMARY
I am a customer service professional seeking the best position where I can utilize my skills to exceed company goals. I’m excited to begin an opportunity where I can further improve my customer care knowledge in a professional setting. I am highly motivated and thrives well in a fast paced, team environment. I demonstrate leadership, confidence, and the ability to obtain customer satisfaction even when under pressure. With my skills and effective communication, I’m a great asset to any team I’m apart of.
CORE COMPETENCIES
● Customer Service
● Written and verbal correspondences
● Leadership
● Administration
● Time Management
● Keen attention to detail
EDUCATION AND CERTIFICATIONS
University of Phoenix – Phoenix, AZ
Business Administration
Baker Community College-
Business Administration
TECHNICAL SKILLS
● Database management
● Microsoft software applications
● Escalated Call Handling
● All social media platforms
● Email correspondence
PROFESSIONAL EXPERIENCE
Flagstar Bank
Branch Assistant Manager July 2020-Current
● Responsible for providing an exceptional customer service experience.
● Reviewed reports and performed monthly audit tasks.
● Managed, coached, and developed colleagues while maintaining working relationships.
● Scheduled colleagues for all available shifts to fit guest needs and expectations.
● Listened for cues and clues from customer for additional referrals to other branch colleagues, while continuing to deepen the relationships.
● Performed operational tasks and minimized risk while following all policies and procedures.
● Demonstrated competency in implementing multiple projects
● Kept composed under pressure while being able to meet deadlines Comerica Bank
Retail Personal Banker, May 2019- March 2020
● Took care of customers’ needs while upholding laws and regulations
● Processed transactions while offering customer’s better ways of banking
● Processed garnishment papers, performed mail duties, and was involved in opening/closing procedures.
● Professionally and promptly addressed customer inquiries via phone
● Researched issues using available resources and if necessary, redirected issues to appropriate resources and or escalates issues requiring urgent attention
● Maintained clear and detailed records and documentation for each customer interaction
● Handled a variety of scenarios with the ability to think decisively Volkswagen Group of America (TDI)
TDI Closing support agent, September 2018- March 2019
● Support TDI buyback appointments
● Work closely with field staff to support closings
● Review documents to ensure they have been completed with accuracy
● Assist in the evaluating the operability of vehicles
● Address all customer questions and concerns
Huntington Bank
Branch Service Manager, August 2017-August 2018
● Was responsible for providing an exceptional customer service experience.
● Reviewed reports and performed monthly audit tasks.
● Managed, coached, and developed colleagues while maintaining working relationships.
● Effectively managed team of 5-6 employees to meet quotas
● Scheduled colleagues for all available shifts to fit guest needs and expectations.
● Listened for cues and clues from customer for additional referrals to other branch colleagues, while continuing to deepen the relationships.
● Performed operational tasks and minimized risk while following all policies and procedures.
● Demonstrated competency in implementing multiple projects
● Kept composed under pressure while being able to meet deadlines Bank of America
Relationship Manager, August 2014-August 2017
● Took care of customers’ needs while upholding laws and regulations
● Processed transactions while offering customer’s better ways of banking
● Processed garnishment papers, performed mail duties, and was involved in opening/closing procedures.
● Professionally and promptly addressed customer inquiries via phone
● Researched issues using available resources and if necessary, redirected issues to appropriate resources and or escalates issues requiring urgent attention
● Maintained clear and detailed records and documentation for each customer interaction
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