Customer Service Representative resume example with 20+ years of experience
Qualified Bank Manger with 18 years of experience in fast-paced customer service and call center environments. Personable and professional under pressure.
Competent Administrator driven to exceed sales goals and build long-term relationships with customers. Facilitated positive experiences through high-quality customer care and prompt resolution of complaints or issues.
Outgoing Customer Service Representative excelling at customer satisfaction and retention. Adept at pre and post-sales support through customer service, Banking and Professional Relationships with clients to increase profitability that drives business goals. Flexible and hardworking in deadline-driven environments.
Excellent communicator with 18 years of experience in demanding work environment as Customer Service Representative. Highly familiar with managing client's portfolios, assets, employee development and coaching including St. Thomas, USVI and Alexandria Virginia
Attentive Customer Service Representative with 18 years achieving customer service satisfaction and customer retention goals. Independent and quick thinking team player seeking a role offering increased responsibility.
Friendly and enthusiastic Administrator who consistently meets customer service satisfaction goals.
Customer service and sales professional successful at improving customer retention rates and growing revenue. Organized, motivated and hardworking with proficiency in Microsoft Work, Excel, PowerPoint, Corel Word Processing, PLIS System, APPRO System, OFAC/PLC, NLS Databases Results-oriented Customer Service Professional who excels at uncovering customer needs, finding solutions and handling objections. Top performer with a consistent track record of meeting and exceeding goals.
- Credit card processing
- International sales support
- Creative problem solver
- MS Windows proficient
- Cash handling
- Performance Management
- Product knowledge
- Proficient in cash management
- POS systems expert
- Training development aptitude
- Data entry
- Staff education and training
- Trusted key holder
- Exceptional communication skills
- Administrative support
- Account Management
- Technical support
- Cash flow management
- Strong client relations
- Customer service
- Awarded Certification for Effective Communications and Human Relations for Success
Microsoft Certified - Excel 2003, Level 1
- Computer Training Certificate
Douglas, AZ, 10/2018 - Current
- Forged and nurtured impactful relationships with customers to cultivate loyalty and boost satisfaction by 100%.
- Answered customer questions and offered details about products and services while efficiently processing orders and managing account details.
- Asked open-ended questions to assess customer needs.
- Delivered exceptional customer service by maintaining extensive knowledge of products and services and creating a welcoming environment.
- Maintain customer information in the Point of Sale System with integrity, while ensuring that all transactions are kept confidential and are protected
- Enhanced internal and external customer satisfaction ratings by researching, troubleshooting and resolving escalated issues efficiently.
- Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Set up drafts and processed immediate payments.
- Monitored accounts for compliance with established payment plans.
Greenwood, MS, 08/2003 - 08/2016
- Ensured adherence to all company, state and federal protocols to reduce potential danger.
- Complied with regulatory requirements including Bank Secrecy Act, Anti Money Laundering, OFAC, USA Patriot Act, Privacy Act and Community Reinvestment Act.
- Originated, reviewed, processed, closed and administered customer loan proposals.
- Created reports on deteriorating trends and fiscal year end losses.
- Oversaw a branch team consisting of 4 customer service representatives and [24] personal bankers.
- Maintained confidentiality of bank records and client information.
- Received superior customer service satisfaction scores for several consecutive quarters.
- Reviewed and edited loan agreements to ensure accuracy.
- Gathered and reviewed customer feedback to improve operations.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring/termination processes, coaching employees on company protocol and payroll operations.
- Expanded territory by effectively negotiating beneficial deals for principle product sales, distribution and service.
- Managed branch with an average of two million in monthly deposits.
- Engaged employees in business processes with positive motivational techniques.
- Closed an average of 300 loans per month.
- Increased net profit by 100% during a two years to exceed sales goals.
- Increased client and supplier satisfaction by solving complex issues with efficient resolutions.
- Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes.
- Trained employees on proper procedures and strategies to improve productivity.
- Processed quarterly Vault and ATM audits with a zero error rate.
- Used investment instruments in complex option hedging strategies and trading scenarios, including fixed income and equity securities.
- Processed exchange and foreign currency.
- Coordinated daily cash reconciliation at a high-volume location.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Scheduled staffing for the main branch.
City, STATE, 07/1993 - 08/2003
- Reviewed and verified income, credit reports and employment histories for each borrower.
- Recommended approval or disapproval of commercial, real estate or credit loans.
- Adhered to banking standards and government lending guidelines for loan services.
- Organized and finalized loan applications for underwriter review.
- Executed customer transactions, including deposits, withdrawals, money orders and checks.
- Advised clients on mortgage, educational and personal loans.
- Led and educated investment team on customer relationship management techniques.
- Enhanced the operational risk application to capture regulatory findings from agencies such as SEC and OCC.
- Collected member loan payments.
- Coordinated daily cash reconciliation at a high-volume location.
- Collaborated with the compliance department to eliminate procedural errors and margin breaks.
- Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
- Assessed clients' financial situations to develop strategic financial planning solutions.
- Maintained friendly and professional customer interactions.
- Reconciled debit reports, margin reports and trade settlement reports to reach in-house goals and objectives.
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Resume Overview
School Attended
- Charlotte Amalie High School
- Dale Carnegie Training
Job Titles Held:
- Customer Service Representative
- Branch Manager
- Credit Assistant II
Degrees
- High School Diploma
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