Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable with the ability to promote a "client first" mentality and dedicated to contributing to team-based environments.
Skills
Efficient and Detail-Oriented
Creative Problem Solving
Responding to Difficult Customers
De-escalation Techniques
Issue and Complaint Resolution
Verbal and Written Communication
Courteous with Strong Service Mindset
Customer Data Confidentiality
Calm and Professional Under Pressure
Understanding Customer Needs
Building Customer Trust and Loyalty
Upselling Products and Services
Customer Account Management
Upbeat and Positive Personality
Team-Oriented and Cooperative
Excellent Attention to Detail
Inbound and Outbound Calling
Multi-Line Phone Systems
Time Management
Administrative and Office Support
Strong Analytical and Problem Solving Skills
Proficiency in Microsoft Office
Salesforce CRM
Sales Quota Achievement
Work History
02/2019 to Current
Client Support SpecialistFellowship Technologies – Mclean, VA,
Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Interacted with team members across departments to research and resolve customer issues.
Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
Delivered prompt service to prioritize customer needs.
Responded proactively and positively to rapid change.
Exhibited high energy and professionalism when dealing with all levels of clients and staff.
Investigated and resolved customer inquiries and complaints quickly.
Maintained up-to-date knowledge of product and service changes.
Trained all upcoming clients on Data Processor.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Met all customer call guidelines including service levels, handle time and productivity.
11/2017 to 02/2019
Universal BankerSpire Credit Unioin – Pine City, MN,
Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
Opened, closed and updated accounts for customers.
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
Balanced teller drawers and ATM cash.
Provided advice on different bank products and financial options.
Evaluated client financial positions and identified most appropriate banking products.
Established new accounts for high net worth individuals and serviced existing accounts to maximize revenue.
Developed tailored solutions to meet individual banking needs.
Documented transactions and moved, deposited or withdrew money accurately to prevent errors.
Upheld stringent bank standards for loans, money handling and legal considerations.
Developed customized solutions of deposit, lending and other products for small business customers.
01/2014 to 06/2017
Customer Support RepresentativePhocas Software – Reno, NV,
Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Developed Call Center and Trained staff on Customer Service team.
02/2011 to 01/2014
TellerEnterprise Bank – Saint Peters, MO,
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Identified sales opportunities and referred customers to branch partners in financial services.
Stocked supplies for customers and personal teller station.
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