Service Representative Customer

Shana Henriquez

Pineville, NC *****

Summary

Dedicated Phone Banker Customer Service Representative with over 6 years of experience in high-volume call environments, specializing in escalations and complex problem resolution.

Proficient in Microsoft Office Suite, with strong multitasking abilities using dual monitors.

Skilled in managing inbound and outbound calls, maintaining organization, and providing exceptional customer support.

Demonstrated expertise in various banking applications and a commitment to building strong customer relationships.

Known for attention to detail, effective communication, and a problem-solving mindset, ensuring customer satisfaction and loyalty.

Languages : Bilingual (English and Native Spanish)

Education

Associate’s degree in business June 2004

Miami Dade College – Miami, FL

Skills

Multitasking dual monitors

handling heavy call volume

Microsoft Office extraordinaire in Office, Excel, Teams, and PowerPoint.

An average of 40 WPM

Great attention to detail

Maintaining organization

Scheduling

Follow up appointments

Inbound and outbound calls

Problem solving skills

Communication skills

Escalations

Work Experience

Varo bank Apr 2021- Aug 2024

Escalation Representative

Handle complex customer issues that have been escalated from front-line representatives.

Analyze problems to identify root causes and implement effective solutions.

Using a multitude of various application such as Tenemos, Visa, Galleleo, CST, CRM, confluence, VPN, Knowledgeable in BSA OFAC etc.

Maintain clear and empathetic communication with customers during the escalation process.

Facilitate cross-functional communication to ensure all parties are informed and aligned.

Collect feedback from customers about the escalation process and identify areas for improvement.

Respond to customer inquiries via phone regarding account balances, transactions, and banking services

Provide accurate and timely information to resolve customer issues.

Assist customers with account-related tasks, such as opening new accounts, closing accounts, and updating personal information.

Promote banking products and services to customers based on their needs.

Build and maintain strong relationships with customers to foster loyalty and satisfaction.

Paradise Home Improvement Dec 2020- Apr 2021

Admin/Appointment Setter

Interact with customers via inbound/outbound telephone calls for homeowners seeking replacements for various home improvement needs for their home.

Scheduling, confirming, following up on appointments with new and existing customers.

De-escalate situations involving dissatisfied customers.

Direct TV Oct 2018- Oct 2020

Customer Care Representative

Take customer calls via inbound and provide accurate information on product knowledge, services and policies.

Review customers' accounts, providing information and updates about billing, services and other account items.

Follow protocol for accurate completion and review.

OnStar Jun 2016 - Jul 2018

Admin/Customer Care

Contact new and existing customers and respond to all customer inquiry leads in a timely manner.

Sell products and services based on customers' needs and plans.

Assist with placement of orders, resolving customers complaints, and canceling or upgrading accounts. Keep record of all conversations in the call center database.

Seize opportunities to upsell products.

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