Patricia Ann Tillman

Summary

Dedicated and results-oriented Customer Service Representative with a strong background in the banking sector. Proven track record of delivering exceptional customer experiences and maintaining high levels of customer satisfaction.

Adept at handling a variety of financial inquiries, transactions, and concerns with professionalism and accuracy. Strong communication, problem-solving, and interpersonal skills, combined with a deep understanding of banking and insurance products and services.

Committed to ensuring compliance with regulatory standards and contributing to the overall success of the bank by fostering positive customer relationships.

Work experience

Spectrum February 2022-January 2023

Customer Service Representative

Respond to customer inquiries, concerns, and issues via various communication channels, such as phone, email, chat, or social media. Assist customers with billing questions, service outages, technical difficulties, and general inquiries.

Identify and troubleshoot customer problems or concerns related to services, billing, equipment, or technical issues. Work to find appropriate solutions and provide clear instructions to customers to resolve their problems.

Assist customers with billing inquiries, explain charges, process payments, set up automatic payments, and help customers understand their billing statements.

Provide basic technical support for services such as internet, cable TV, and phone. Troubleshoot connectivity issues, guide customers through equipment setup and configuration, and escalate technical problems when necessary.

Explain available service options to customers, assist with service plan changes, upgrades, and downgrades, and help customers understand the features and benefits of different plans.

Update customer account information, address changes, and service plan modifications accurately and promptly in the company's systems.

Assist customers with activating new services and guide them through the process. Process service cancellations if requested by customers and gather feedback on reasons for cancellation.

Stay up to date on the company's products, services, promotions, and policies to provide accurate and relevant information to customers.

Maintain detailed records of customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.

Identify opportunities to promote additional products or services that might benefit the customer and provide information about special offers or promotions.

Was battling cancer from May 2019 - Dec 2021

Dish Network September 2018-May 2019

Tech Support

Interact with customers via phone, chat, or email to address their technical issues, answer inquiries, and provide guidance in a friendly and professional manner.

Diagnose and troubleshoot technical problems related to satellite TV services, receivers, remote controls, and other equipment. This may involve walking customers through step-by-step solutions or utilizing diagnostic tools.

Utilize remote support tools to access customers' systems and perform troubleshooting procedures or adjustments.

Work to resolve technical issues promptly and efficiently, aiming to minimize service disruption and enhance customer satisfaction.

Access customer accounts to check service status, billing information, and subscription details, making updates or corrections as necessary.

Maintain accurate and detailed records of customer interactions, troubleshooting steps taken, and resolutions provided in internal databases or ticketing systems.

Took payments over the phone.

Met quarterly goals.

JP Morgan Chase February 2017-April 2018

Customer Service Representative

Help customers understand their credit card statements, payment due dates, and various payment options available to them and guide customers through the process of making payments online, over the phone, or in-person at bank branches.

Responsible for processing credit card payments submitted by customers. This involves verifying the payment details and ensuring the accurate application of payments to the appropriate accounts.

Resolving Payment Issues: Sometimes customers might face issues related to their credit card payments, such as failed transactions, overpayments, or discrepancies in payment amounts - Helped investigating and resolving these issues to ensure that customers' payments are properly credited to their accounts.

Set up payment plans or explore options to manage their outstanding balances, help address these inquiries and clarify any discrepancies.

Educate customers about responsible credit card usage, the importance of paying on time, and the potential consequences of missed payments.

Log customer interactions and maintain accurate records of payment-related discussions and resolutions.

PNC Bank January 2016-October 2017

Customer Resolution Specialist

Addressing customer inquiries, concerns, and complaints related to debit card usage, transactions, account balances, fraud, lost or stolen cards, and other issues.

Guiding customers through the process of activating their new debit cards, ensuring they understand the steps and any security measures involved.

Managing requests for replacement debit cards due to loss, theft, or damage. Ensuring that the customer's information is updated, and the new card is issued promptly.

Guiding customers through the process of resetting their debit card Personal Identification Numbers (PINs) for security purposes.

Monitoring customer accounts for suspicious or unusual activity, identifying potential fraud, and taking appropriate steps to mitigate risk.

Helping customers navigate the process of disputing unauthorized or incorrect debit card transactions, which may involve providing information, documentation, and following up until the issue is resolved.

Providing customers with information about their debit card-linked accounts, including balances, recent transactions, and available funds.

Assisting customers with technical issues related to using their debit cards, such as problems with card readers, online banking platforms, or mobile apps.

Maintaining accurate records of customer interactions, including notes about the nature of inquiries, actions taken, and resolutions provided.

Eddie Bauer Groveport, OH October 2015 to January 2016

Sales Representative

Detail-oriented Customer Service Associate and experience in handling 50+ calls in a day.

Strong customer-oriented background in business, call centre operations.

Provide customers with information such as quotes, orders, sales, shipping, warranties, credit, funding options, incentives, or tax rebates as well as improved companies’ sales rate by 50%

Safe lite Westerville, OH March 2015 to August 2015

Sales Representative (seasonal)

Detail-oriented Customer Service Associate and experience in handling 100+ calls in a day.

Strong customer-oriented background in business, call centre operations, claims, and disputes.

Assist customers with any possible fraudulent activity on their credit and/or debit card accounts.

Understanding standard bank transactions, as well as common product and services.

Provide customers with information such as quotes, orders, sales, shipping, warranties, credit, funding options, incentives, or tax rebates. Also helped raise the company’s productivity by at least 50%

Alliance data Westerville, OH March 2012 to October 2014

Sales/Customer Service Representative

Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.

Create, maintain, and enter information into databases.

Create, maintain, and enter information into databases.

Provide services to customers, such as order placement or account information.

Education

June 1983 North Babylon High School North Babylon, NY High School Diploma all major subjects

Skills

Excellent verbal and written communication skills.

Strong understanding of banking products, services, and procedures.

Proficient in using banking software and customer relationship management (CRM) tools.

Ability to handle difficult customer interactions with patience and empathy.

Attention to detail, accuracy, and data entry skills.

Problem-solving and conflict resolution abilities.

Multitasking and time management skills in a fast-paced environment.

Commitment to maintaining confidentiality and adhering to security protocols.

Compliance with regulatory guidelines and industry best practices

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