Customer service representative

Eric Buckley

*******.****@*****.*** SWANSBORO, NC, US 817-***-****

WORK HISTORY

Customer Resolution Specialist at Concentrix

July 2023 - March 2024 (1 Year)

Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’). Clarify customer requirements probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard unstructured and require some clarification or conceptual thinking. Listen attentively to customer needs and concerns demonstrate empathy while maximizing opportunity to build rapport with the customer. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Maintain broad knowledge of client products and or services. Prepare complete and accurate work including appropriately notating accounts as required. Participate in activities designed to improve customer satisfaction and business performance. Offer additional products and or services. Track, document and retrieve information in call tracking database. Customer Service Specialist at ADP Webster Bank

September 2022 - May 2023 (1 Year)

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments. Refer unresolved customer grievances to designated departments for further investigation. Responds to customers needs in an accurate and timely fashion, capitalizing on resources and tools available, addressing, researching, and determining a solution to resolve the customer s concerns and questions. Evaluates needs of clients and offers appropriate financial products and services, through needs-based conversations, to build and deepen relationships. Maintains compliance with Federal and State regulations as well as bank policies and procedures. Product knowledge expert on multiple product lines including Health Savings Accounts, Health Reimbursement Accounts, etc. Ability to understand and knowledgably explain to clients the benefits and impact of IRS Tax regulations in relationship to the accounts. Retain existing customers via reactive servicing through phone queue or email correspondence by providing exceptional problem solving, ownership, and follow through. Customer Resolution Specialist at Concentrix

June 2021 - March 2022 (1 Year)

Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’). Clarify customer requirements probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard unstructured and require some clarification or conceptual thinking. Listen attentively to customer needs and concerns demonstrate empathy while maximizing opportunity to build rapport with the customer. Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Maintain broad knowledge of client products and or services. Prepare complete and accurate work including appropriately notating accounts as required. Participate in activities designed to improve customer satisfaction and business performance. Offer additional products and or services. Track, document and retrieve information in call tracking database. EDUCATION

Pine Bluff High School - High School

Graduated 1994-01-01

SKILLS

data entry, 20 years

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