engagement center spec iii resume example with 20+ years of experience

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

Productive Call Center Representative with 34 years of experience building rapport with clients and providing quality support. Gifted in answering large volume of customer calls and resolving customer complaints. Building Client relationships.

  • Call Center Operations
  • Data Entry
  • Efficient and Detail-Oriented
  • Needs Assessment
  • Upbeat and Positive Personality
  • Understanding Customer Needs
  • Creative Problem Solving
  • Customer Account Management
  • Customer Retention Strategies
  • De-escalation Techniques
  • Customer Service
  • Verbal and Written Communication
  • Issue and Complaint Resolution
  • Upselling Products and Services
  • Multitasking and Prioritization
  • Building Customer Trust and Loyalty
  • Resolving Issues
  • Training and Development
  • Training Experience
012021 to Current Engagement Center Spec III First Commonwealth Bank | City, STATE,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved inquiries to consistently meet performance benchmarks.
  • Trained new employees on processes to promote productivity team-wide.
  • Corresponded with service department team members to build and implement successful solutions to customer problems.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • Improved call management database by frequently changing and updating customer contact information.
  • Negotiated with vendors to expedite product shipments and backorders.
  • Assisted customers with price checks, lifting heavy items and addressing other inquiries.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
092005 to 122020 Branch Manager/Asst Vice President First Commonwealth | City, STATE,
  • Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
  • Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads
  • Developed culture of success rewarding performance, productivity and sales results.
  • Reduced bank losses by setting successful risk management policies.
  • Made continuous business adjustments to improve branch operations.
  • Cultivated positive relationships with key stakeholders and decision-makers as part of successful business practices.
  • Improved decision-making by using current data on market conditions and individual financial situations.
  • Promoted managers from employee ranks to encourage performance and maintain continuity of leadership.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
  • Established budgets and strategic business plans for daily operations.
  • Enhanced financial performance metrics by networking to create successful and sustainable relationships.
  • Articulated growth objectives and operating plans.
  • Led banking tasks, business administration and financial decision-making to ensure first-class client services.
  • Developed annual branch business plan for maximum profitability and effectiveness.
  • Maintained current and accurate cash balances for all programs, departments and projects.
  • Set and reinforced consistent and compliant control and operational policies for accounts tracking, reconciliation and reporting.
091989 to 042005 Asst Br Manager National City Bank | City, STATE,
  • Applied knowledge of coverage needs and individual employee strengths to produce successful team schedules.
  • Motivated and led team members to work together to achieve targets.
  • Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
  • Identified customer needs and delivered relevant product solutions and promotions.
  • Managed and mentored staff to carry out operational directives with high productivity and accuracy.
  • Met business targets with streamlined operations strategies.
Education and Training
Expected in 05/1984 to to High School Diploma | Sacred Heart High School, Pittsburgh, PA, GPA:
Activities and Honors

I have had the honor of win tops sales for myself and my branch and going on 3 sales trips with National City.

I have won awards 3 times for my volunteer work.

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Resume Overview

School Attended

  • Sacred Heart High School

Job Titles Held:

  • Engagement Center Spec III
  • Branch Manager/Asst Vice President
  • Asst Br Manager


  • High School Diploma

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