Case Manager Customer Support

LISA PENTEK

Tarentum, PA ***** I 724-***-**** I ***********@*****.***

SUMMARY

Accomplished Case Manager adept at handling high caseloads without sacrificing quality of care. Operates exceptionally well in high-pressure environments. Recommends best resources and courses of action to benefit customer needs

SKILLS

•Effective customer communication

•Customer support and assistance

•Research and facts collecting

•Telephone etiquette

EXPERIENCE

06/2020 to Current RETAIL SUPPORT CASE MANAGER, SR

PNC Bank, NA - Pittsburgh, PA

•Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

•Answered constant flow of customer calls with minimal wait times

•Recommended products to customers, thoroughly explaining details.

05/2019 to 05/2020 ESCALATION REPRESENTATIVE

PNC Bank, NA - Pittsburgh, PA

•Answered constant flow of customer calls with minimal wait times

• Responded to customer requests for products, services and company information

•Provided information regarding accounts

•Recommended products to customers, thoroughly explaining details.

05/2013 to 05/2019 CORE CUSTOMER SERVICE REPRESENTATIVE

PNC Bank, NA - Pittsburgh, PA

•Provided primary customer support to internal and external customers

• Responded to customer requests for products, services and company information.

01/2003 to 05/2015 CALL CENTER SUPERVISOR

UPMC St. Margaret Hospital - Pittsburgh, PA

•Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement

•Managed personnel, including scheduling for agents and product specialists to foster increased productivity

•Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques

•Created team rotations to man center effectively during peak hours

•Maintained call center equipment in good working order to maximize productivity.

EDUCATION AND TRAINING

High School Diploma

Elizabeth Seton High School - Pittsburgh, PA

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