Service Representative Customer

Danashree Suresh

Aurora, IL *****

*********.******@*****.***

630-***-****

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Results-driven in the fields of Customer Support and Banking. Experienced as a CSR, Teller, Personal Banker and Teller Supervisor with proven ability to establish great relationships with clients. Looking to pursue an opportunity in a CSR role in the banking industry. Work Experience

Customer Service Representative/Support Call Center (Freight Payment Services)

US Bank - Naperville, IL

December 2018 to Present

· Assist shippers and carriers to work together online to manage their transportation invoices and freight payments by setting up a Trading Partner

Relationship and reset users’ passwords.

· Guide Carriers, Suppliers or Sellers through replacing paper-based transportation invoices process with electronic invoices Help shippers and buyers gain complete visibility into all funds received and disbursed.

· Serve customers by answering inquiries, identifying their needs, clarifying desired information, researching issues, exploring answers, providing solutions or alternatives by determining requirements and escalating unresolved problems

· Log and keep records of all conversations in our call center database in a comprehensible way

· Seize opportunities and sell additional services by recognizing opportunities to up-sell accounts, explaining new features

· Manage large amounts of inbound calls and outbound calls in a timely manner

· Follow communication scripts when handling different topics

· Build sustainable relationships and engage customers by going the extra mile

· Frequently attend educational seminars to improve knowledge and performance level

· Meet personal/team qualitative and quantitative targets

· Keep all necessary equipment operational by following established procedures, reporting malfunctions.

· Update job knowledge by participating in educational opportunities

· Enhance organization reputation by accepting ownership for accomplishing new and different requests

· Explore opportunities to add value to job accomplishments Teller 2

Citi Bank yes - Naperville, IL

December 2016 to December 2018

· Delivered a unique customer experience aimed at improving customer financial well-being

· Identified opportunities through meaningful conversations with customers

· Made appropriate referrals to customers, branch staff and other business partners

· Had a thorough knowledge of the company's product vital for providing strong customer service

· Performed lobby engagement activities to connect with customers and position bank products to meet their needs

· Educate customers on options for managing financial transactions and available alternatives by leveraging technology, tools and resources while processing customer daily financial variety of transactions,

· Applied product and procedural knowledge to solve customer's problems.

· Adhered to all policies and procedures, demonstrated judgment within established limits

· Ensured teller and branch operations and maintenance transactions are completed in an efficient and accurate manner

· Displayed initiative, empathy and proactively prevented and handled problems with clients

· Displayed good leadership skills and ability to motive others

· Managed cash supply of incoming and outgoing cash shipment

· Handled other responsibilities such as opening branch and end of day procedures Retail Banker/Teller

Wood forest National Bank - Montgomery, IL

September 2016 to December 2016

· Responsible for providing frontline support and service to current and potential customers to meet their everyday banking needs by providing courteous customer service. Responsible for marketing and cross selling products and services as well as supervisory functions in a non-traditional retail environment

· Perform branch operations such as opening, closing, and other servicing duties including cash and vault balancing; ordering cash, cards, checks and other supplies; completing logs, reports, audits, and control checks; maintaining and servicing automated teller machines and cleaning work areas

· Open and perform account maintenance on certificate of deposits, consumer, and business accounts; assist with courtesy and collection calls as needed; address customer questions and concerns by phone and in person; file disputes or refer to appropriate internal resources for resolution as appropriate

· Proactively seek ways to develop and expand customer relationships through marketing displays, call programs, and other prospecting techniques. Achieve personal sales and referral goals by identifying and marketing products and services beneficial to customer needs

· Enhance customer satisfaction and the professional reputation of WNB by warmly greeting, engaging, and developing good professional relationships with customers and host retail partners

· Practice branch security procedures and protect customer confidentiality and privacy

· Perform other job-related duties or special projects as assigned Teller Supervisor/Sr. Service Representative

BMO Harris Bank - Naperville, IL

November 2012 to July 2016

· Provided professional and courteous service in a wide variety of day-to-day and special service customer transactions. Promoted and created new initiatives that define great customer experiences. Identified customer needs and matched them with appropriate product or service, utilizing opportunities to suggest and cross-sell other bank products and services. Met or exceeded all personal referral goals as defined

· Supported a professional bank image and branch environment and ensured the Service Representative staffs maintain a professional appearance Participated in team building, and training activities relative to all operational, sales policies and procedures. Was leader in team building and training activities related to all operational, policies, procedures

· Provided support to the Service Representatives in development, necessary skills to understand and execute transactions, are proactive in offering suggestions and options and provide customers with professional and courteous service coaching, training, projects and monitored their work and assisted them in setting their goals. Was responsible in solving customer relations issues. Participated in Community activities as required

· Assisted the Service Manager with maintaining and monitoring daily schedules/assignments, vacations and other operational scheduling. Completed all daily responsibilities of the Service Manager in his/her absence

· Supported branch management with day-to-day administration of banking operations, completion of audits, maintained joint custody and processed internal entries. Maintained cash supply, Vault secured, and cash shipment followed by bank limit. Was responsible for branch opening and closing followed with security procedures.

QA Tester

Sigma Soft - Bolingbrook, IL

October 2011 to November 2012

· Tested airline ticket booking web application

· Reported defects in a timely manner, logged the bugs into defect tools and retested the software as they were fixed

· Verified the correctness of software collections and created data files to thoroughly test program logic and system flow

· Translated requirements, designs and functional specs into effective unit tests

· Evaluated software quality in terms of functionality, usability, compatibility, reliability, performance, and supportability

Financial Sales Consultant/Consumer Banker

PNC Bank - Naperville, IL

July 2005 to June 2011

· Provided individualized customer service to banking patrons

· Opened and closed accounts, counseled customers in resolving issues and questions; Sold checking/ savings accounts, individual retirement accounts, certificate of deposits, savings bonds, credit card products, home equity and consumers loans by reaching 100% sales goals as assigned weekly, monthly and yearly.

· Completed loan applications and performed loan closings by analyzing financial credit policies and procedures, and ensured documents were completed and submitted successfully

· Assisted in training new employees as well as other colleagues to help meet individual and overall bank goals

· Works Perks Sales Champion, for going out and bring new accounts and Business to PNC Bank

Customer Service Representative

First Bank - Des Plaines, IL

May 2001 to July 2005

· Worked as a Senior Teller, Personal Banker and Off Supervisor

· Developed, managed and expanded profitable customer relationships at service levels that met or exceeded customer expectations

· Maintained ongoing knowledge of bank products and services to cross sell to new and existing customers Education

Bachelor of Arts in Economics

University of Karnataka - Bolingbrook, IL, US

October 2011

Skills

• Multi-tasking

• Listening

• Determined

• Able to handle large cash/checks deposits, well versed in all types of transactions

• Customer Service

• Dedicated

• Dependable

• Interpersonal Savvy

• Data Entry

• Phone Skills

• Building Relationships

• Energetic work attitude, strong organizational skills, flexible, approachable and analytical

• Problem Solving

• People Skills

• Verbal Communication

• Accountable

• a Team Player

• Customer Focus

• Banking

• User Interface (UI)

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