Customer Support Service

Erica Wheless

************@*****.*** 252-***-**** Charlotte, NC

SUMMARY

Experienced professional with 16 years of expertise seeking a Client Advocate role. Demonstrated strengths in customer interaction, problem solving, and advocacy, with a proven track record in knowledge sharing and meticulous record keeping. Skilled in enhancing client satisfaction through consultative approaches and effective communication, driving successful outcomes in diverse environments.

WORK EXPERIENCE

Fifth Third Bank Charlotte, N.C

Personal Banker II Jun 2023 - Present

• Provide personalized financial advice to clients through a consultative approach, aligning financial products and services with individual needs.

• Execute operational tasks and process transactions with strict compliance to banking procedures.

• Utilize marketing tools to maintain client engagement, schedule financial reviews, and cultivate partnerships with business stakeholders.

Personal Banker Jun 2021 - Jun 2023

• Performed thorough financial needs evaluations, customizing banking solutions that improved client satisfaction and engagement.

• Partnered with colleagues in Mortgage and Small Business divisions to deliver cohesive financial services to customers.

• Managed the loan process from initiation to completion, maintaining accuracy and adherence to regulatory standards.

• Enhanced Financial Center revenue by providing outstanding service and implementing effective sales strategies. Cisco Systems Inc. Morrisville, NC

Global Field Escalation Program (GFEP) Resolution Leader Jun 2018 - Jun 2021

• Served as the primary liaison for customer and partner support issues, expediting service requests and RMAs to maintain network reliability.

• Collaborated with cross-functional teams to resolve technical challenges, aligning with customer objectives to promote solution-driven outcomes.

• Identified trends and gaps in products and services, contributing to continuous improvement and upholding a standard of excellence in problem-solving and communication. Food Lion Rocky Mount, NC

Specialty Merchandiser May 2008 - 2017

• Upheld stringent merchandise standards by adhering to Grocery Standard Practice Manual for specialty item presentation and quality.

• Enhanced customer satisfaction through the provision of attentive and courteous service, contributing to the support of sales objectives.

• Monitored product expiration dates with vigilance, removing outdated stock to maintain quality assurance.

• Managed inventory of discontinued and clearance products, promptly addressing and rectifying ordering discrepancies across multiple categories.

EDUCATION

Wake Tech Community College

Business Administration

Edgecombe Community College

Cosmetology Degree/Cosmetic Arts

Ultimate Medical Academy

Medical Bill and Coding / Science Technology

SKILLS

Customer Relationship Management • Problem Resolution • Technical Support • Team Collaboration • Data Analysis • Remote Customer Service • Entry-Level Technical Support • Medical Billing and Coding • Consultative Sales • Inventory Management • Team Leadership • Software Proficiency • Data Analysis • Problem Resolution • Customer Service • Sales Proficiency • Relationship Building • Compliance Knowledge • Risk Management • Financial Analysis • Cross-Selling Techniques • Problem-Solving • Communication • Digital Literacy • Strong Communication Skills • Time Management • Self-Motivation • Technical Proficiency • Problem-Solving Skills • Adaptability • Customer Service Orientation • Organization • Attention to Detail • Digital Literacy • Emotional Intelligence • Effective Communication • Active Listening • Organization • Conflict Resolution • Multitasking • Customer Service Orientation • Communication Skills • Interpersonal Skills • CRM Proficiency • Teamwork • Empathy

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