Customer Service Specialist (Banking & Tiers)

William R. Ray IV •

**** ********* ********* ** ***** • 248-***-**** • ****.******@*****.***

Customer Service Specialist with 16 years of providing exceptional customer experience. Thrives on building rapport, identifying client needs, and resolving customer concerns. Key Achievements: Running department when leadership was on vacation, trained newly hired employees on relevant systems, resolved complex customer issues within a 24-hour time frame, and supported other departments with complaint remediation. Experience

JULY 2024- JULY 2025

TIER 2 CUSTOMER SERVICE AGENT COMERICA BANK FARMINGTON HILLS MI

•Achieved a call resolution rate of 94%

Answered any day to day questions customers had about their balance, transactions and activity and enrolled customers in online banking as well as assisted in unlocking profiles- I also connected them to the Tier 3 department that can help for questions regarding Zelle, reporting frauds or disputes, and closing and reordering debit cards. JULY 2025- PRESENT

TIER 3 CUSTOMER SERVICE AGENT COMERICA BANK FARMINGTON HILLS MI

•Achieved a call resolution rate of 94%

• Provided customer support for clients having issues with bank technology and everyday issues-assisted in filing fraud disputes and investigations for customers dealing with fraud, closed and reordered compromised debit cards, enrolled customers in online banking and assisted them in regaining access to their profiles, helped customers set up and maintain the ability to make transfers with Zelle, and answered any day to day questions they had about their balance, transactions and activity.

NOVEMBER 2017-JULY 2024

CUSTOMER SERVICE REPRESENTATIVE INTEGRA PARTNERS TROY, MI

• Achieved a call resolution rate of 95%

• Provided customer support for clients having issues with durable medical equipment.

• Obtained increasing levels of responsibility culminating in training and onboarding new hires.

• Identified opportunities to improve efficiency by making outbound calls to assist vendors and customers

in approvals.

• Supported the business by running the department when leadership was on PTO.

• Understand complicated systems, policy limitations, and supporting customers through emotionally

charged situations.

• Negotiated with vendors to find solutions for complex customer concerns. NOVEMBER 2010-DECEMBER 2017

CUSTOMER SERVICE SPECIALIST MEIJER ROCHESTER HILLS, MI

• CUSTOMER SERVICE SPECIALIST

• Supported customer service department with returns, de-escalating customer situations to prevent limit the need for upper management involvement, maintained a courteous and empathetic attitude toward customer concerns.

• SYSTEMS MONITOR- IT support for the store

o Ensured all devices including phones, cash registers, computers, routers, an handheld scanners were running properly and had an up time of 98%

• PRICING AND INVENTORY SPECIALIST:

o Assisted with pricing items, validated pricing against weekly adds, and utilized scanning technology to run price verification.

• AD PRODUCT COORDINATOR

o Guaranteed stock merchandise was inventoried and displayed appropriately. • ELECTRONIC SPECIALIST & PHOTO LAB TECHNICIAN

o Maintained and operated several photo printing systems, helped clients identify their need and recommended the appropriate product to meet that need, strategically placed merchandise to maximize visibility and accessibility for higher-end products thereby boosting sales. Skills

Proficient with Microsoft Outlook, Word, Excel, and Teams • Google Docs •Saleforce • Strong written and verbal skills • Excellent time management skills • Conflict management • Account Management • Data analytics • Detail Oriented • Problem-Solving Education

MAY 2010

Bachelor of Science-Degree in Journalism Grand Valley State University Grand Rapids, MI

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