Customer Service Representative, Trainer, Coach resume example with 11+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Flexible hard worker ready to learn and contribute to team success. Personable and dedicated individual with extensive experience in the financial industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Dedicated to prioritizing and multi-tasking in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

  • System implementation
  • Call Center Operations
  • Inbound and Outbound Calling
  • Customer relations
  • Employee coaching
  • Product and service knowledge
  • Training and development
  • Retail operations management
  • Sales monitoring
  • Time Management
  • Effective customer communication
  • Client acquisition
  • Excels in team leadership
06/2020 to Current Customer Service Representative, Trainer, Coach Simmons Bank | Tishomingo, ,
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Motivated teams by recognizing and rewarding excellence.
  • Held monthly meetings with associates to provide constructive feedback on performance.
  • Attended job training to sharpen skills and keep informed of new products.
  • Partnered with fellow team members on new customer service program to promote seamless transitions.
  • Handled escalated queries and complaints from customers and staff, sharing positive outcomes as training tools.
  • Trained new employees on company customer service policies and service level standards.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Met and exceeded performance goals to support long-term company growth and market dominance.
  • Educated customers about products, pricing and policies to address and resolve issues.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Implemented company processes to effectively resolve customer service issues.
  • Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Resolved complex customer issues by identifying source of customer's issue providing resolution.
  • Demonstrated in-depth knowledge of products, services and policies to coach team members.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
  • Led training of new and existing staff, assessing skill levels to develop individual training, addressing strengths and weaknesses.
  • Provided exceptional listening skills to obtain information and avoid misunderstandings.
  • Processed customer account changes with proprietary software.
  • Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
  • Motivated trainee performance by sparking and maintaining interest in classes.
  • Consulted with training leaders to identify and assess training needs associated with changes in business policies and procedures.
  • Participated in workshops and seminars as continuous improvement activities for curriculum development and enhancement.
  • Explained goals and expectations required of trainees.
  • Documented training activities and changes to analyze program effectiveness.
  • Leveraged simulations, team exercises and group discussions to increase training program engagement.
  • Reduced process gaps by training new hires on best practices and protocols.
  • Cross-trained employees to do other jobs within business, increasing job skills and productivity.
  • Trained employees on new software with minimum level of frustration and training friction.
10/2017 to Current Assistant Financial Center Manager Karl Storz Endovision Inc | Charlton, MA,
  • Directed execution of comprehensive control assessments, including identifying potential compliance risks and likelihood and impact of fines and penalties resulting from non-compliance while maintaining fair and equal access to financial services.
  • Delivered comprehensive bank-wide process flows for sales, originations, underwriting, closing and servicing activities, including identification of applicable regulations, risks, controls and opportunities for improvement.
  • Recommended improvements to management controls designed to safeguard institutional resources and promote growth in compliance with government laws and regulations.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Led banking tasks, business administration and financial decision-making to ensure first-class client services.
  • Enhanced financial performance metrics by networking to create successful and sustainable relationships.
  • Articulated growth objectives and operating plans.
  • Maintained current and accurate cash balances for all programs, departments and projects.
  • Counseled customers in selection of financial products to meet banking needs.
  • Managed contract administration, including maintaining files, validating codes and monitoring reporting.
  • Set and reinforced consistent and compliant control and operational policies for accounts tracking, reconciliation and reporting.
  • Developed and led performance-oriented team dedicated to accomplishing sales and service objectives.
  • Worked with other department leaders to promote services and deliver seamless banking experience.
  • Evaluated transactions and account openings to check for compliance with government guidelines.
  • Tracked metrics to maintain current understanding of center operations.
  • Created and improved team and business policies.
  • Supplied tellers with coin and currency.
  • Managed and balanced cash vault, audits and general ledger accounts.
  • Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
  • Fulfilled diverse duties to provide customer service, operate money counters, balance and replenish ATMs, maintain accounts and open new accounts.
  • Managed customer referrals to help financial services team members capitalize on sales changes.
  • Liaised between bank branches regarding best practices and operations.
05/2014 to 10/2017 Relationship Manager First Republic | Wellesley, MA,
  • Built long-term relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
  • Generated new leads through various prospecting methods, presenting opportunities to sell services and build larger client base.
  • Achieved client loyalty through quality, productivity, service and proactive management.
  • Offered clients personalized options to answer wide range of needs.
  • Collaborated with various departments to improve communication and deliver individualized customer solutions.
  • Maximized and maintained client satisfaction in all aspects of credit management.
  • Addressed inquiries from clients and relationship management department team members.
  • Proposed solutions and leveraged cross-selling opportunities to existing and new clients.
  • Reviewed and analyzed client financial data to plan proposals.
  • Acted with minimal direction in self-directed capacities to resolve issues and implement strategies.
  • Presented product and service details at various events to increase customer base.
  • Streamlined communication efforts by measuring client satisfaction metrics.
  • Expanded customer relationships by maintaining regular follow-up processes and rapport.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Partnered with loan and mortgage officers and financial advisors to provide clients with optimal financial solutions.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
  • Provided information on technology resources to improve client financial well-being.
  • Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
  • Created strategic financial solutions to suit individualized client needs.
  • Expanded client base through consistent product promotion and sales strategy.
  • Met with clients to facilitate budget management and financial guidance.
  • Maximized branch revenue by optimizing daily operations.
  • Promoted diverse array of financial products by continuously acquiring new industry knowledge.
  • Increased teller efficiency by developing and implementing improved service methods
  • Profiled customers effectively to identify needs and match bank products.
  • Supported current and prospective customers with personalized banking services.
  • Delivered high level of customer service and support by answering questions and returning phone calls quickly.
  • Handled teller functions with high accuracy, including making deposits and withdrawals, collecting payments and processing cash orders.
  • Evaluated customers' credit and financial information to control risk related to loans and other products offered by bank.
10/2010 to 05/2014 Client Service Specialist SunTrust | City, STATE,
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Managed and updated physical and digital client account information to keep records accurate and current.
  • Greeted incoming customers to provide immediate, friendly and knowledgeable support.
  • Promoted client satisfaction by working with operational teams in proper resolution of service issues.
  • Received and submitted payments, updated account information and provided receipts.
  • Scheduled and confirmed appointments based on customer availability.
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Shared detailed information regarding options to help customers make decisions.
  • Supported clients by handling service requests, answering questions and acting as consistent resource.
  • Delivered high level of service and support to clients by ensuring that issues were responded to promptly.
  • Added new client data to system and made changes to old information to keep everything up-to-date.
  • Gathered information from clients for entry into computer database.
  • Researched issues and made quick decisions to achieve efficient and effective resolutions.
  • Managed client complaints with high level of professionalism and competence.
  • Followed up on client leads, managed client applications and onboarded new clients.
  • Attended to daily client service requests and provided support.
  • Made frequent calls and visits to build and strengthen client relationships.
  • Attended educational trainings and workshops for professional growth.
  • Set up meetings between financial advisors and clientele and occasionally joined in for note-taking purposes.
  • Maintained confidentiality of bank records and client information.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Adhered to financial services security and audit procedures.
  • Met or exceeded sales goals by promoting bank products and services in customer interactions.
  • Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Kept teller window areas clean, organized and fully stocked.
  • Explained bank services, financial products and applicable fees to customers.
  • Performed currency transaction reports for foreign currency.
  • Assisted customers with bank operations, opening accounts, accessing safe deposit boxes and ATM operations.
  • Identified and eliminated errors when balancing ATM transactions, teller cash dispensers and teller cash recyclers.
Education and Training
Expected in 01/2002 High School Diploma | John Jay HS , Brooklyn, NY GPA:

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Resume Overview

School Attended

  • John Jay HS

Job Titles Held:

  • Customer Service Representative, Trainer, Coach
  • Assistant Financial Center Manager
  • Relationship Manager
  • Client Service Specialist


  • High School Diploma

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