8 years of call center experience including 3 years as a Customer Service Sales Associate Lead.
Mentored and Supervised U-verse sales for 15 plus representatives in a call center environment.
Recognized for improving operational efficiencies by streamlining processes and increasing call service levels and sales
Extensive experience in billing, sales and training Customer Service Representatives in wireless industry and bank settings
Fulfilled all CSR responsibilities using strengths in interpersonal and communications skills.
Consistently exceeded goals for sales; provided timely and accurate information without sacrificing quality for volume.
Resolved complex customer issues thoroughly and diplomatically, without having to escalate calls to manager.
During my employment with AT&T, I have gone from Customer Service Rep 1 to a U-Verse top sales rep.
Manager relief duties for several years which includes taking escalated customer calls and finding the best possible solution for both the customer and the company.
Mentor other representatives to help them achieve great quality on their calls and sales quotas
Worked in specialty groups during my employment including a business care department which handled large business accounts and a customer commitment team where we completed customer inquiries for follow up that could not be handled on the initial call in to the company.
Developed professional relationship with clients for various business banking processes.
Maintained business banking portfolio for all clients and updated contact information.
Analyzed client portfolio for loan and credit policies and recommended activities to reduce risks.
Ensured compliance to all bank policies and community reinvestment regulations.
Coordinated with various business partners and clients to facilitate increase in deposits housed in branch.
Maintained record of all sales deposits.
Handle the tasks of providing outstanding customer service by responding to requests and inquiries of customers
Responsible for processing customer requests, making sales referrals and solving complex issues
Perform the tasks of assisting clients with retail transactions
Handle responsibilities of responding to client request, making safe deposit and monitoring other merchant teller service
Responsible for maintaining cash drawer within the prescribed cash limits
Perform the tasks of identifying and recommending appropriate bank services to meet client requirements
Handle the tasks of following the operational and security policies and procedures of the bank
Service customer inquiries, determine customer needs and provide solutions with regards to their banking requirements
Educate customers on product options
Manage customer and bank privacy
Manage and pass on customer feedback
Effectively use a variety of computer programs to access customer details and databases, and research options
Continual awareness of compliance requirement
Performed basic customer transactions including but not limited to transfer of funds,opening new accounts, stop payments,ordering new checks,closing accounts etc.
handle incoming calls from a national customer base
provide detailed information on services and products to customers
Provided high levels of customer satisfaction through effective and timely resolution and handled escalated customer questions, billing inquiries and complaints with the highest level of courtesy and professionalism.
Prioritized and organized daily follow-ups to ensure timely resolution.
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