Looking for the opportunity to make a difference in Customer Service.
Summary of Qualifications Provided consistent customer service to all customers in different lines of business, which allowed quick opportunities for advancement. Earned a reputation throughout 4+ year career at Wachovia/Wells Fargo for serving as a leader and motivator; facilitating and building effective work teams and building/maintaining strong relationships with peers, partners, and clients. Experience recruiting and hiring new team members as a "Targeted Selection" trained team leader and developing employees for promotion into management. Skills for establishing goals, evaluating employee progress through milestones and providing on-going feedback. 10+ years experience in call center customer service arena. Jan 2013 current Church Furniture Store Rocky Mt, VA Experience Church Consultant Responsible for providing sales and customer service to customers calling in to place orders including obtaining shipping quotes from our trucking companies. Responsible for placing their furniture order, processing the customer's payment, processing the customer's order to be prepared for shipment, sending the customer email confirmations, and entering the order information in the system. Responsible for following up with customers about upcoming shipments, including providing tracking numbers, and providing trucking information Responsible for providing product knowledge to our customers including sending out sample fabrics and/or wood stains, if need be. Responsible for mailing brochures to customers upon request. Sept 2011 Jan 2013 Avon Sales Representative Roanoke, VA Team Leader Provided one on one coaching and training for a team of 70 representatives to produce, and maintain sales, and sales goals for company growth and personal profit. Met with representatives to assist on how to build their businesses. Met with individuals to provide presentations on how to get started with the company and be successful. Contacted individuals daily upon request for assistance on product knowledge or database assistance. Contacted individuals daily to offer encouragement and ask if assistance was needed in any way to promote their business. 2006-Sept 2011 Wachovia/Wells Fargo Bank Roanoke, VA Operations Processor I Responsible for processing/researching returned mail by using various online systems and customer information to identify key information in order to route items properly. Process address change corrections for customers. Performing data entry and update necessary account information by phone and computer. Performed an array of operational tasks to take accountability for entire process, from receipt of work/item to resolution and closure which required coordination of information from various operational areas and customers while maintaining departmental goals and required stats. Banker 3/Transitional Desktop Banker Receive incoming calls from current and potential clients, assisting with account issues, while observing opportunities for sales. Speak with and direct clients to other lines of business as a continuous effort to ensure one and- done service. Responsible for ensuring ease of business for former Wachovia customers transitioning to Wells Fargo while using PACT model strategy to meet customers' financial needs to its full potential. Team Support Leader (interim) Managed a team of representatives, including taking appropriate actions with representatives due to failing to adhere to required daily statistics, maintained peer to peer coaching, listened to recorded calls to provide positive feedback and creating eccentric ideas that will continue to build team morale in a supportive manner to ensure statistics are continuously maintained.
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