csr tax exempt cross vendor services resume example

· Provides breakdowns of various retirement account options for tax-exempt employees and organizations to ensure understanding.

· Employs strong listening skills by triaging financial advice calls when verbal triggers are perceived.

· Maintains customer satisfaction by providing thorough exceptions regarding processing times and next steps.

· Utilizes available resources to answer customer inquiries ensuring accurate information is given.

· Process transactions including, but not limited loans, distributions, contributions, and investment changes

· Handles incoming calls, providing frontline customer support, while maintaining and adhering to daily stats.

· Process transactions including, but not limited loans, distributions, contributions, and investment changes

· Establishes rapport through effective communication, while utilizing compassion skills to support the challenges of our diverse customers.

· Maintains confidentiality of customer’s accounts while providing appropriate information in response to inquiries.

· Collects feedback regarding policies and procedures, to improve customer interaction and builds customer loyalty by placing follow-up calls regarding pending requests.

· Familiarizes company services to ensure prompt and efficient customer interactions.

· Chosen to train new hires through call shadowing.

Demonstrates excellent communication skills in resolving service and consumer complaints.

· Processed 50 + incoming calls per day in a call center environment while maintaining confidentiality of customer accounts, credit and banking information.

· Processed payments on customer’s bills while evaluating & soft-selling upgrades accordingly.

· Retained business by offering options to assist customers facing increasing rates.

· Resolved customer complaints/concerns while displaying courtesy & strong interpersonal skills through clear communication.

· Maintained & built customer loyalty through follow-up calls when necessary.

· Provide support with minor technical issues including but not limited to rebooting equipment & explaining wi-fi limits and uses.

· (Mentor) Maximize team performance with early detection of problematic areas when coaching transitioning new hire representatives.

Handled 100 + incoming calls per day in addition to outbounds follow-ups calls when needed.

· Assisted customers with navigating the FedEx website and performing various functions including, but not limited to creating shipping labels, obtain shipping rates, tracking packages and locating essential shipping information.

· Prioritized & responded to customer’s questions and concerns regarding company policies and procedures, while escalating calls appropriately.

· Provided thorough support and problem resolution for customers while maintaining composure and patience when faced with difficult situations.

· Assisted an array of customers with installing and updating software through meticulous step by step instructions.

· (Tech Lead) Provided support for fellow representatives via answering of customer and procedural questions.

· (Tech Lead) Responsible for ensuring all support cases were fully documented and closed at end of shift.

· (Tech Lead) Prepared, printed & scanned reports for management ensuring tech support representatives were creating cases that coincide with number of technical calls taken.

· (Tech Lead) Responsible for creating & printing shipping labels for urgent, overnight document deliveries.

· (Tech Lead) Responsible for reviewing representative’s escalation kick-backs and forwarding the information to the appropriate representative with solution and feedback.

• Handled 100 + incoming calls per days, while maintaining daily stats without losing customer satisfaction
• Preserved confidentiality of customer account, credit and banking information.
• Provided package tracking information including, but not limited to delivery, exception and delays.
• Evaluated customer calls while offering additional services based on their current and possible future needs.
• Researched and resolved customer issues regarding payment and billing discrepancies.
• Resolved customer complaints and concerns while escalating calls appropriately.