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Skills

  • Effective communication skills
  • Warehousing functions
  • Customer inquiry resolution
  • Training development aptitude
  • Receiving support
  • Shipping procedures understanding
  • Stocking and replenishing
  • Key stakeholder relationship building
  • Client relationship management
  • Strategic sales knowledge

Work Experiences

  • Quickly investigated and resolved customer complaints and inquiries.
  • Assisted customers in choosing and customizing available items to meet their specific needs.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Replaced out-of-stock items with new SAPs to satisfy dissatisfied customers.
  • Worked with shipping companies to coordinate and track materials movement to and from customers.
  • Contributed to $15 in annual store sales per three years.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Kept the method and category areas clean, tidy, and professional in appearance to maximize worker efficiency and promote customer engagement.
  • Provided exceptional customer service and drove retention by communicating accurate information about promotions, customer programs, and products.
  • Evaluated procedure and method customer information to understand issues, evaluate solution eligibility, and effectively deploy strategies.

Summaries

  • Award-winning Phone Banker.
  • Dynamic communicator who consistently outperforms company goals and expectations.
  • Contributed to a 53% efficiency increase in client service processes.
  • Achieved a 18% reduction in call escalations.
  • Complied with regulations.
  • Addressed financial needs promptly.
  • Adhered to strict policies regarding account verifications.
  • Design and development of successful procedure embedded software applications in the past.
  • Program are well-understood.
  • Committed to understanding client needs.

Accomplishments

  • Competitive Analysis: Performed competitive analysis to make recommendations for future company growth.
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Trained
  • Won
  • Marketing: Implemented marketing strategies which resulted in procedure growth of customer base.
  • Identified
  • Solved
  • Consistently exceeded sales quotas by 19% by applying strong product knowledge and persuasive communication skills.
  • Collaborated with cross-functional teams to enhance the user interface of customer service platforms, improving efficiency by 25%.
  • Developed comprehensive training programs that improved team knowledge retention and reduced on-the-job errors by 32%.

Affiliations

  • Active participant in the Help Desk Institute (HDI), focusing on resolution strategies for high-end client issues.
  • Active participant in the Institute of Internal Auditors (IIA) for professional development on transaction auditing and regulatory compliance.
  • Association with the Call Center School, completing professional development courses on call handling and client assistance strategies.
  • Professional member of the Society for Human Resource Management (SHRM), contributing to discussions on workplace customer service improvements.
  • Affiliated with the National Credit Union Administration (NCUA) for ongoing compliance and operational risk management.
  • Certified member of the Customer Experience Professionals Association (CXPA), focused on reducing complaint escalations and improving service effectiveness.
  • Active contributor to the Women in Banking and Finance (WIBF) platform, promoting leadership and excellence in client experience management.
  • Participant in the Customer Success Association (CSA), developing strategies for proactive handling of complaints and service escalations.
  • Association with the Financial Services Innovation Coalition (FSIC) for continuing professional education on data-driven decision-making.
  • Completed the certification in Compliance and Risk Management at Cedar Works, focused on exceeding auditing standards in financial transactions.

Certifications

  • Certified Retail Banking Conduct & Culture (CRBCC)
  • Certified Call Center Manager (CCCM) – Beacon Labs, 2018
  • Certified Inbound Contact Center Trainer - Brightline
  • Data Processing Accountability Certification - Summit Group
  • Fundamentals of Online Banking Certification - Ironclad Systems
  • Certified Information Privacy Professional (CIPP/US) – Cedar Works, 2021
  • Certified Contact Center Supervisor (CCCS) - Beacon Labs
  • PCI DSS Certification - Payment Card Industry Data Security Standard
  • Basic Certification in Banking Security and Compliance - Lakeside Partners
  • Certified Call Center Quality Assurance Auditor (CCCQA) - Summit Group

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