LiveCareer-Resume

contact center representative resume example with 3+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Motivated, self starter who hits the ground running and gets the job done! I have had over 5 successful years in banking and over 10 in customer service. My upbeat positive attitude is perfect for cross selling and motivating a team. I have succède lot sold over 300k in credit card sales alone, during my time at five star. I was nominated for rookie of the year with All in Credit Union.

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Skills
  • Call Center Operations
  • Customer Retention Strategies
  • Upbeat and Positive Personality
  • Courteous with Strong Service Mindset
Experience
Contact Center Representative, 06/2022 - Current
Aspirus Wisconsin Rapids, WI,
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Consulted with customers to resolve service and billing issues.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
  • Updated databases with new and modified customer data.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Led on- and off-site customer support teams across multiple time zones.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Oversaw warranty counseling process to manage expense controls.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Surpassed sales goals through implementation of successful marketing strategies.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Strengthened customer retention by offering discount options.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Promoted available products and services to customers during service, account management and order calls.
Member Service Representative, 02/2021 - 02/2022
Texas Credit Union Plano, TX,
  • Answered member questions about products and services.
  • Completed transactions for membership renewals and extensions.
  • Offered exceptional customer service to differentiate and promote company brand.
  • Enhanced member relationships by providing excellent service during each interaction.
  • Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
  • Processed cash and check deposits every day.
  • Helped members resolve account problems and navigate internal systems to handle routine needs.
  • Achieved goals for member experience, transaction accuracy and product cross-sell, resulting in consistent growth.
  • Developed and maintained knowledge of available loan products, processing procedures and underwriting and general departmental guidelines.
  • Delivered high levels of customer service to facilitate smooth processes.
  • Adhered to federal and state compliance guidelines relative to retail mortgage lending.
  • Built referral business by meeting with local financial planning, home builders and real estate professionals.
  • Reviewed loan agreements to confirm completeness and accuracy.
  • Approved loan within specified limits or referred to appropriate approval level.
  • Executed loan origination process and ordered credit reports, appraisals and preliminary title reports.
  • Recommended loan approvals and denials based on customer loan application reviews.
  • Resolved file problems, bottlenecks and qualified issues throughout underwriting process.
  • Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
  • Calculated income, assets and liabilities to meet lender requirements.
  • Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.
  • Created and completed loan submission packages.
  • Maintained complete confidentiality of submitted information according to release guidelines.
  • Organized loan files, updated databases, prepared general correspondence and communicated with stakeholders.
  • Reviewed initial client documentation to structure and submit loan package.
  • Filed completed packages quickly and efficiently.
  • Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
  • Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
  • Completed closing process by collaborating with attorneys, title companies and government clerks.
  • Structured loan packages by properly analyzing credit reports, income and asset documents.
  • Interfaced with borrowers to obtain needed items and prepare applications for underwriting review.
  • Managed conditions sent from underwriting departments.
  • Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
  • Evaluated financial statements and contacted institutions and customers to clarify details.
  • Interviewed applicants to identify needs and evaluate eligibility for loans or mortgages.
  • Met with applicants to obtain information for loan applications and answer questions about processes.
  • Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
  • Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
  • Helped customers make decisions about loans and lines of credit based on availability, terms and benefits.
  • Identified valuable solutions for customers with credit problems.
  • Reviewed credit histories from applicants and determined feasibility of granting requested loans.
  • Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
  • Developed loan contracts and explained contract terms to clients.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Informed customers of loan application requirements and deadlines.
  • Updated client account information and records in company databases.
  • Developed and recommended personal or commercial loan packages for clients.
  • Prepared reports for customers with delinquent and irreconcilable accounts.
  • Set up debt payment plans based on client credit, income and assets.
  • Stayed abreast of lending regulations, industry trends and market rates.
  • Located and suggested loan packages that met client needs and priorities.
  • Verified client financial information to determine creditworthiness and loan eligibility.
  • Reviewed client documentation and contracts for discrepancies and mistakes.
  • Collaborated with company teams to expedite loan approval processes.
  • Approved or denied loan applications and explained reasoning behind decisions.
Universal Banker Vault Teller , 01/2020 - 02/2021
Regions Bank City, STATE,
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
  • Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Opened new checking, savings and lines of credit for customer accounts.
  • Built and maintained client relationships through quality, personalized interactions.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Trained employees on cash drawer operation.
  • Directed specific questions to appropriate branch personnel.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Entered customer transactions into computers to record transactions and issue computer-generated receipts.
  • Delivered exceptional service to customers in person or over telephone.
  • Adhered to financial services security and audit procedures.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Maintained confidentiality of bank records and client information.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Used dynamic research and interpersonal skills to swiftly resolve customer issues.
  • Mentored and trained newly hired tellers to familiarize each with job responsibilities and organizational procedures.
  • Cultivated lasting partnerships, which led to lucrative opportunities as result of consistently following up with clients and providing exemplary service.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Maintained accurate teller drawer using high attention to detail while handling customer bank transactions.
  • Verified, captured and balanced deposits and audited check image quality.
  • Prepared daily branch invoices.
  • Reconciled branch vaults, balanced cash drawers and followed company cash control guidelines and procedures to protect customer and employer assets.
  • Ordered and disbursed coin and currency to keep vault balanced and supply branches, banks and customers.
  • Complied with vault procedures and controls and cross-trained other staff members in vault processes to verify consistent services.
  • Prepared and securely shipped excess coin and currency to Federal Reserve Bank or correspondent banks, balanced completed work and compiled inventory reports.
  • Navigated and mastered multiple computer systems, applications and search tools and operated high-speed desktop currency counters and coin machines.
  • Counted cash and bagged or filled cassette trays for ATMs or business customers, prepared cash for delivery routes and reported cash discrepancies.
  • Researched and resolved out-of-balance transactions via electronic or paper receipts and transaction manager naming system for retrieving check items.
  • Checked identifying numbers or seals on bags of deposits and change shipments against receipts accompanying each bag or against listing delivered for bags, boxes or containers.
  • Received customer and banking center deposits from armored carriers and balanced deposits to accompanying manifest.
  • Loaded and unloaded wagons, flatbed carts and buggies carrying heavy coin bags and boxes.
Teller-Universal Banker , 12/2018 - 01/2020
Branch Banking And Trust Company City, STATE,
  • Cross-sold bank products by answering inquiries, informing customers of new services and promotions.
  • Performed transactional, operational and customer support tasks through knowledge of bank procedures and products.
  • Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
  • Maintained confidentiality of bank records and client information.
  • Trained employees on cash drawer operation.
  • Entered customer transactions into computers to record transactions and issue computer-generated receipts.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Identified and reported suspicious behavior to security personnel as appropriate.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Built and maintained client relationships through quality, personalized interactions.
  • Used a strong knowledge of banking products and services to confidently educate customers about features, benefits and pricing.
  • Opened new checking, savings and lines of credit for customer accounts.
  • Adhered to financial services security and audit procedures.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
  • Delivered exceptional service to customers in person or over telephone.
  • Directed specific questions to appropriate branch personnel.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Liaised between bank branches regarding best practices and operations.
  • Identified transaction errors when debits and credits did not balance.
  • Verified amounts and integrity of every check or funds transfer.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Composed, typed and mailed statements and correspondence related to discrepancies and outstanding unpaid debts.
  • Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
  • Acted as pivotal point of contact between bank branches regarding guidelines and practices.
  • Reported daily averages and shortages to operations department.
  • Prepared official checks for customer and internal bank needs.
  • Received and counted daily inventories of cash, drafts and checks.
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Counted currency, coins and checks received to prepare for deposit or shipment to branch banks or Federal Reserve Bank.
  • Resolved problems or discrepancies concerning customers' accounts.
  • Performed special services for customers, ordering bank cards and checks.
  • Transmitted orders to supply cash to meet daily needs.
  • Leveraged customer service and sales abilities to consistently meet performance goals.
  • Processed term deposits, retirement savings plan contributions and mail deposits within processing time limits.
  • Balanced daily cash deposits and vault inventory with zero error rate.
  • Received mortgage and other loan payments, verifying payment dates and amounts due.
Education and Training
High School Diploma: , Expected in 06/2012
-
Barbour County High School - Clayton, AL
GPA:
Status -
: English Education, Expected in
-
Troy University - Troy, AL
GPA:
Status -

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Resume Overview

School Attended

  • Barbour County High School
  • Troy University

Job Titles Held:

  • Contact Center Representative
  • Member Service Representative
  • Universal Banker Vault Teller
  • Teller-Universal Banker

Degrees

  • High School Diploma
  • Some College (No Degree)

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