Customer Service Representative

STACEY R. DENT

*** ****** *** **, *******, NC ***25 · 980-***-****

*************@*****.***

A Senior Customer Service Professional with 20+ years of experience specializing in continuous improvement, customer relations, and the proven ability to deliver high customer satisfaction ratings. Also specializing in building strong client relationships and identifying opportunities to enhance the Customer Service experience. Dedicated team player with plans for career growth.

EXPERIENCE

01/2022 - PRESENT

CUSTOMER SERVICE REPRESENTATIVE, TD BANK N.A. - Charlotte, NC

Responding to customer inquiries and providing accurate information about financial products and services.

Working closely with each customer to determine which products and support would best assist them with their needs.

Maintain current knowledge of assigned projects, programs, and services through on-going classroom and computer base training.

Review employee and customer accounts to answer questions based upon the established policies and procedures.

Close accounts, troubleshooting, stop payments, reviewing accounts to determine if any fraud was created.

Open and close debit cards, reviewed debit card activity, filed disputes, also assisted customers with accessing their online banking by changing passwords and updating account information accordingly.

02/2020-10/2020

INBOUND CALL DELIVERY SPECIALIST, CHIME SOLUTIONS - CHARLOTTE, NC

Worked well under pressure in a call center environment.

Exceptional conversation and problem-solving tools and skills.

Closed accounts, transferred shares, reviewed company benefits along with setting up loans and loan payments.

Processed and updated leave of absence request.

Explained employee plans and benefits.

03/2019 - 02/2020

ASSISTANT CUSTOMER SERVICE MOVING MANAGER, U-HAUL MOVING AND STORAGE, CHARLOTTE NC

Make reservations on all truck, trailer, hitch and storage rentals.

Handle all cash, paper checks and credit transactions.

Take inventory, put in repair work tickets for trucks and tow dolly’s as well as clean and wash truck and other equipment.

Place and receive collection calls and handle promissory notes and payment settlements.

Meet sales and storage goals.

Handle any customer issues that may arise from their truck rental.

EDUCATION

06/2027

BSBA BUSINESS ADMINISTRATION, JOHNSON & WALES University

Completing my degree in business with a concentration in Human Resource Management

04/1999

GENERAL EQUIVALENCY DIPLOMA, NEW YORK STATE DEPARTMENT OF EDUCATION

SKILLS

Live chat and email messaging

Team player

Adaptability

Results Driven

Natural Leader

Microsoft Office Suite

Electronic Processing Systems

Customer Data Confidentiality

Customer Retention Strategists

First-Tier Technical Support Assistant

Issue and Complaint Resolution

Customer Account Management

ACTIVITIES

Helped to implement a companywide new training initiative on how to handle person-to-person calls and contact resolution. Participated in several focus groups that discussed and implemented procedural and technical changes to better serve the company and customers.

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