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Phone Banker 2 Resume Example

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PHONE BANKER 2
Summary

Hardworking Phone Banker with significant background in customer-facing and call center roles. Expert in maintaining call control and quickly determining customers' needs. Exceeds service, performance and sales quotas regularly.

Determined Closer with documented success in competitive, fast-paced sales environments. Track record of exceeding expectations and sales goals to drive profit and revenue growth. Collaborating with team members to deliver exceptional customer service.

Strategic Chief Accountant offering progressive experience in financial leadership settings. Motivating teams to top performance through mentoring, training and coaching to achieve company goals. Partnering with executive teams to provide financial insight into long-range business planning and decision making.

Skills
  • Windows Server 2003
  • Professional telephone voice
  • Multi-line phone system
  • Phone call answering
  • Managing phone systems
  • Excellent phone etiquette
  • Proper phone etiquette
  • Highly skilled in 3D and 2D CAD
  • Telephone and email skills\
  • Empathy
  • Dependability
  • Office support
  • Friendly telephone personality
  • Outgoing phone calls
  • Phone orders
  • Goal-oriented focus

Experience
October 2018 to March 2020
Wells Fargo Lubbock, TXPhone Banker 2
  • Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
  • Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
  • Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
  • Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
  • Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
  • Able to handle 100-120 calls per day while maintaining a high level of customer escalated issues.
  • Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
  • Processed paperwork for new accounts and transactions with high degree of accuracy.
  • Offer products and services and achieve aggressive goals, which are measured daily.
  • Making sure that I thrive on customer interaction and never miss an opportunity to enhance the customer's relationship with Wells Fargo by marketing new products and services
September 2015 to October 2018
Suddenlink CommunicationsLubbock, TXCustomer Service Representative
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
    Collected customer feedback and made process changes to exceed customer satisfaction goals 100 %.
    Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
    Provided information to customers regarding Suddenlink's charge card and loyalty program and helped to open and activate new accounts.
    Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
    Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
    Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
October 2013 to June 2015
Convergys CorporationLubbock, TXCustomer Service Specialist
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Reviewed account and service histories to identify trends and issues.
  • Maintained revenue streams by exhausting every option before offering refunds.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Recommended improvements to products and services to mitigate complaints.
  • Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Documented and scoped actions taken to resolve issues after service calls.
August 2013 to May 2015
Chick Fil A Lubbock, TXCashier Team Lead
  • Scanned, priced and bagged customer groceries efficiently and accurately to deliver excellent customer service.
  • Cleaned and stocked front end areas, including register changing tapes and ribbons.
  • Maximized sales potential by preparing, storing, rotating and merchandising products at point-of-sale.
  • Assisted with training new cashiers and customer service team members to increase speed of onboarding.
  • Applied proper tare procedures when ringing up scalable items to maintain accurate pricing.
  • Complied with cash handling procedures to meet regional cashier variance policy.
  • Drove sales and add-on purchases by promoting specific item options to customers.
  • Troubleshot and resolved issues with cash registers, card scanners and printers.
  • Provided assistance with purchases, locating items and signing up for rewards programs.
  • Issued receipts, discussed return policies, and directed customers to pickup locations for larger merchandise.
  • Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system.
  • Assisted customers to find appropriate products, answered product questions and provided product solutions.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
Education and Training
May 2016
Lubbock High School
Lubbock, TX
High School Diploma
Wayland Baptist University
Lubbock TX Medical Claims ExaminationSome College (No Degree)
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Resume Overview

Companies Worked For:

  • Wells Fargo
  • Suddenlink Communications
  • Convergys Corporation
  • Chick Fil A

School Attended

  • Lubbock High School
  • Wayland Baptist University

Job Titles Held:

  • Phone Banker 2
  • Customer Service Representative
  • Customer Service Specialist
  • Cashier Team Lead

Degrees

  • High School Diploma
    Medical Claims Examination Some College (No Degree)

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