Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Professional Summary
Devoted to satisfying customers and driving company loyalty. Knowledgeable and dedicated customer service professional with extensive experience in banking and telecommunication industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Skills
Teamwork / Collaboration
MS Office proficiency
Technical support
Call center experience
Professional telephone demeanor
Computer proficient
Client Needs Assessment
Product Knowledge
Customer Complaint Resolution
Prospecting Clients
Quality Management
Work History
06/2020 to 02/2021Home Lending AssociateGlobe Life Inc. | Culver City, CA,
Actively listened to customers' requests, confirming full understanding before addressing concerns.
Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
Served customers in friendly, efficient manner following outlined steps of service.
Demonstrated respect, friendliness and willingness to help wherever needed.
Offered friendly and efficient service to all customers, handled challenging situations with ease.
Conducted research, gathered information from multiple sources and presented results.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Provided positive first impressions to welcome existing, new and potential customers.
Solved customer challenges by offering relevant products and services.
12/2014 to 01/2020Customer Service AdvocateFirst Tech Credit Union | N/A, CA,
Educated and encouraged customers to promote self-sufficiency with online and mobile access tools
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
Assisted customers with needs such as opening accounts, updating account details and signing up for new services
Exceeded company productivity standards by 92% on consistent basis, handling more than 40 escalated calls each day
Assisted 40 customers per hour, greeting with upbeat attitude and high-quality scores, and exceeded revenue allocation per year
07/2010 to 11/2014CollectorUs Bank | Glendora, CA,
Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals
Documented changes in accounts noting regarding what occurred on call, what payment schedule was agreed to, and how account will be resolved moving forward
Evaluated, researched and resolved discrepancies
Reviewed accounts for compliance with repayment agreements
Maintained compliance with fair debt practices and regulatory guidelines
Set up drafts and processed immediate payments after conducting thorough research and analysis of account
Achieved performance goals on consistent basis
Overcame objections by applying advanced training and persuasion techniques
Used scripted conversation prompts to convey current account information and obtain payments
Met demands of busy collections group by performing high volume of daily calls by keeping calls under 500 seconds on a consistent basis
02/2009 to 03/2010Mortgage CollectorBank Of America | City, STATE,
Produced budget tools, educational support and referrals for clients
Assessed individual client situations and made targeted recommendations for products and services to resolve specific situations
Received and submitted customer payments to further reduce open account balances
Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
Responded to more than 85 telephone calls each day, answering questions and collecting information about modification required documents
Education
Expected in 1995GED | Potomac Job Corps, Washington, DC, GPA:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
