Customer Service Representative

NICOLE LAMANCUSA

***************@*********.*** 203-***-****

QUALIFICATIONS SUMMARY

Highly personable customer relations professional with over five years of banking experience in both branch and call center environments.

• Ability to identify customer needs and present appropriate product and services

• Ability to gain customer trust leading to repeat and referral business

• Successfully diffuse volatile customer situations to maintain positive customer relationships

• Excellent written and verbal communication skills with emphasis on detail and organization

• Highly productive in high volume, high stress environments

• Proficient in Microsoft applications: Word, Excel, PowerPoint and Outlook

• Banking applications used: FISERV, Corillian and COCC.

PROFESSIONAL EXPERIENCE

UNION SAVINGS BANK – Danbury, Connecticut 2005-Current

Customer Service Representative III (2008-Current)

• Handle customer inquiries, complaints and requests via phone

• Manage a high-volume workload within a target environment

• Monitor phone calls and provide necessary performance feedback and training tools

• Viewed as an exceptional team player. Organize department functions and activities

• Resolve an average of 100 phone inquiries per day while exceeding sales goals

• Produce and interpret call volume data reports using Mitel.

• Train new customer service representatives

• Update and compile policy and procedure manuals

• Create and Compile new reference documents to aid in training employees

Customer Service Representative II (2005-2008)

• Perform a variety of daily banking duties within retail banking branch environment

• Assist in daily branch opening and closing procedures

• Perform daily, monthly and weekly audits of cash and non-negotiable items

• Balancing of daily cash drawer, vault, ATM and cash dispenser

EDUCATION

WESTERN CONNECTICUT STATE UNIVERSITY 2003-2008

Bachelors of Business Administration (BBA)

• Concentration: Human Resource Management

• Dean’s List

• Emphasis on: team building, decision making and technical writing.

REFERENCES

Available upon request

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