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Skills

  • Risk management processes and analysis
  • Inspection reviews
  • Interpersonal and written communication
  • Strong verbal communication
  • Methodology implementation
  • Process improvement
  • Team management
  • Document scanning
  • Project management
  • Team Leadership

Work Experiences

  • Examined departmental documents to determine how they should be distributed and filed.
  • Achieved results over 18 months.
  • Achieved growth over two years.
  • Created multi-threaded admin web applications based on standard.
  • Went to safety training meetings to learn how to deal with medical and fire emergencies.
  • Copied, logged, and scanned supporting documents before filing everything in the client's files.
  • Transported Power BI to 18 months customer locations.
  • Addressed service fee questions.
  • Was able to effectively respond to customer requests via phone and email, as well as answer questions and inquiries.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.

Summaries

  • Effective at managing phone calls, emails, letters, and in-person requests for assistance while adhering to category regulations and program department guidelines.
  • Provides superior customer service and organizes work area to promote efficiency.
  • Customer Service Representative with 11 years of retail experience in fast-paced, team-oriented environments.
  • Dedicated to exceeding expectations and leading the team to success.
  • Motivated to keep customers happy and contribute to the company's success.
  • Phone Banking Officer proactive with experience in providing support and resolving customer complaints.
  • Dedicated and detail-oriented Phone Banking Officer with multitasking, follow-through, and problem-solving experience gained during 2 years in customer service and support.
  • Offering 15 years of experience in the metric field, as well as a drive to constantly improve numbers, expand knowledge, and exceed expectations.
  • Worker with a strong understanding of procedure organization and program product issues.
  • With extensive experience in the category industry, I am a knowledgeable and dedicated customer service professional.

Accomplishments

  • Developed and implemented a targeted upselling strategy during customer interactions, increasing product penetration rates by 57% over one year.
  • Collaborated with compliance to design and execute customer loyalty strategies, increasing customer retention by 45% in 6 months.
  • Presented insights from customer feedback to senior management, directly influencing the development of Power BI in 2016.
  • Achieved Six Sigma in 2018 after participating in ongoing training programs, maintaining proficiency in emerging banking products and trends.
  • Implemented targeted training sessions for cross-selling techniques, boosting team-wide product referrals by 54% over one year.
  • Proactively identified and flagged potential product issues based on customer feedback, leading to a 40% decrease in support calls for Tableau.
  • Assisted in the rollout of Power BI for the phone banking division, improving operational efficiency by 21%.
  • Led process improvements in customer call routing, reducing call waiting times by 66% and improving the overall customer experience.
  • Introduced and standardized new communication techniques for the phone banking team, leading to 70% higher customer satisfaction scores.
  • Reduced customer attrition by 24% through a focused effort on personalizing and improving phone-based customer communication.

Affiliations

  • Lions Club
  • Institute of Bankers (IoB)
  • Society of Women Engineers
  • Society for Financial Services Analysts
  • American Finance Association (AFA)
  • National Association of Call Centers (NACC)
  • Financial Services Professionals Network
  • Society for Human Resource Management (SHRM) — Call Center Division
  • Customer Contact Week (CCW) Networking Group
  • International Customer Experience Professionals Association (ICXPA)

Certifications

  • Microsoft Dynamics CRM Functional Consultant Associate
  • Certified Dispute Resolution Specialist
  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Anti-Money Laundering Specialist (CAMS)
  • Advanced Sales and Service Certified by metric
  • Call Center Professional Certification by Harbor & Co.
  • Salesforce
  • Certified Fraud Examiner (CFE)
  • Cisco Certified Network Associate (CCNA)
  • Certified Financial Industry Regulatory Authority (FINRA) Compliant

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