I can be described as a dedicated customer service professional with knowledge of service delivery and proven multitasking abilities for over 20 years. I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. My goal is to expand my current expertise in compliance. By learning current practices in collecting, organizing and validating data with integrity, I am committed to developing innovative approaches and solutions by establishing clear procedures for assessments, workflows and prevention of fraud.
Skills
Resolving Problems and Incidents
Customer Retention Strategies
Order and Refund Processing
System Performance Assessment
Basic IT Support
Responding to Difficult Customers
Issue and Complaint Resolution
Help Desk Support
Customer Service Excellence
Collaborative Team Player
Building Customer Trust and Loyalty
Efficient and Detail-Oriented
Work History
11/2021 to Current
Customer Support Specialist100% – Chula Vista, CA,
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Resolved concerns with products or services to help with retention and drive sales.
Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
Able to multitask and handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
Collected vital information to bridge the gap between the business owners and back office personnel.
Leveraged consultative approach to gather customer details and technical data.
Served customer account and technical needs across the United States and Canada via daily chats and emails, consistently meeting productivity and quality targets.
10/2019 to 11/2021
School AssistantPrimrose School – Longwood, FL,
Managed workflows of classroom and trained on school procedures.
Supervised classroom during brief teacher absences.
Attended staff training sessions, meetings and programs sponsored by school and district.
Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
Oversaw students in classroom and common areas to monitor, enforce rules and support lead teacher.
Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
Assisted classroom teacher in supervising snack time and indoor and outdoor play.
Relieved classroom teacher during breaks and maintained order and structure in classroom.
Analyzed, reduced and controlled expenses by improving resource allocation.
Mentor branch financial products, loans and lines of credit to staff in branch
Responsible for the compliance in branch and second review of client investment dealings
Reviewed credit applications for risk factors and credit worthiness. (Mortgage, Loans, Lines of credits, Credit Cards)
Direct management branch size of over $300M in deposits and team of 35+ full and part-time employees.
Held a seat in the Central East district Customer Experience Committee which I oversaw 400+ full time and part time employees.
Administered employee performance reviews to monitor customer service and personal sales of 30+member team.
Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
Responded in person to customer concerns and escalations with creative outcomes to significantly raise customer satisfaction ratings.
10/2009 to 10/2014
Financial AdvisorTD Bank – City, STATE,
Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs.
Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
Assisted clients with preparing financial plans, conducting investment research and completing trades and transactions to assess and meet financial goals.
Grew personal and business portfolios and identified target clients by interacting on phone and in person.
Performed due diligence and valuation processes.
Recruited, trained and mentored junior financial and support staff to generate ideas, share knowledge and commit to building successful company.
Consistently exceeded sales target by employing consultative sales tactics and superior customer care.
OpX score of 100% year over year compliance meaning there were no flags on business dealings I have worked on.
Education
Expected in
Post Grad Business Management Certificate: Business Management Ryerson University - Toronto, ON, GPA:
Expected in
Diploma: Accounting And Business Management St. Lawrence College - Kingston, ON, GPA:
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