Customer Service Manager
Resume:
Christopher R. Daniels
Loveland, CO 80537
WORK EXPERIENCE -
Universal Banker I
1st National Bank | Fort Collins, CO
Customer Service/ Teller
Job Title: Universal Banker
As a Universal Banker for 1st National Bank I was the face of our company to our customers on the teller line.
I provided customer service for customer deposits, withdrawals, and questions concerning their accounts.
I referred both existing and prospective customers to our personal bankers to either open up an account with us or to add additional products that would benefit them.
I also spoke with customers calling in to help resolve questions they had about their existing accounts with us and provide them with the answer they were looking for.
Filled in at other branches that were short staffed and helped train coworkers on the daily routine and how to execute their job as efficiently as possible.
Inbound Over the Limit Opt-In
10/2009-04/2010
Center Partners | Fort Collins, CO
Telecommunications Services
Job Title: Inbound Customer Service Agent
As a team captain during this time I mentored fellow team members on adjusting their scripts to feel comfortable using them.
Learned effective coaching techniques to help agents self discover how to improve their calls from my supervisors.
Have averaged a conversion rate of 75% and above on my calls.
Taught a team member how to provide constructive and helpful feedback to agents.
Learned how to use inflection more effectively to highlight key points needed for a successful call.
Resourced for new hire classes to answer any questions they had on how to improve calls and solve customer concerns.
Outbound Cross-Sell
6/2009-10/2009
Center Partners | Fort Collins, CO
Telecommunications Services
Job Title: Outbound Cross-sell Agent
Selected to be in the first class to pilot this new department because of my performance in other departments.
One one of the first three people to make a sale in that department at our site.
Consistently excelled at meeting our daily and monthly sales goals.
Coached several agent side-by-sides and delivered feedback on how to better agents sales numbers
Adapted to a fast paced sales environment, improving my time management skills.
Helped design and implement the universal call flow for the sales floor.
Monitored queues
Resourced to help with any questions presented when training classes hit the floor.
Retention Agent
3/2008-6/2009
Center Partners | Fort Collins, CO
Telecommunications Services
Job Title: Senior Account Supervisor
Retained customer accounts and provided the best solution for my customers questions/problems.
Top performer on my team and the sales floor.
I was the first assigned Team Captain for my team.
As Team Captain I presented training to not only my team members, but the whole agent base on multiple occasions.
Participated in multiple "360" sit downs with my supervisor and fellow team members. Delivered positive feedback and gave advice on how to better their handle their calls. During these sessions my supervisor would also present me feedback on how to improve my approach at coaching my team members.
Participated in multiple focus groups with our Capital One clients to offer opinions and ideas to better improve our department.
Delivered side by side as well as smart quality QA feedback for multiple teams.
Attended leadership classes and developed excellent time management skills and leadership qualities.
Consultative Sales 11/2007-3/2008 Center Partners | Fort Collins, CO Telecommunications Services
Job Title: Personal Account Specialist
Spoke with disengaged customers and promoted utilization of their cards
Used probing questions to attain key information as to why the customer had stopped utilizing their card.
Top performer out of all sites for multiple months in a row.
Helped coach fellow teammates on strategies to improve and be comfortable with their jobs.
On average my customers between 500-1000 dollars more a month then prior to speaking with me.
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