retail support group specialist resume example with 6+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Knowledgeable and dedicated retail support group specialist with experience in customer service, online banking tier II, mentorship, retail support research, and inbound retail support. 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.

  • Decision making and Critical thinking.
  • Problem Solving.
  • Customer experience management.
  • Effective communication.
  • Interpersonal relationships.
  • Managing multiple priorities.
  • Fraud detection and prevention.
  • Operational risk management.
  • Information Capture.
  • Business process improvement.
  • Microsoft Excel proficient
  • Microsoft powerpoint and Word proficient
  • Process knowledge and policies and procedures.
  • Customer focus
  • Business ethics
Work History
07/2021 to Current Retail Support Group Specialist Umpqua Bank Corp | Wilsonville, OR,
    • Provided second line of support and led problem solving and implementation efforts for customer problems.
    • Supported a complex dedicated suite of products/services, service a sophisticated client base, and/or leveraged an advanced process or tool to support PNC customers.
    • Identified complex problems, troubleshooted and provided advice and resolution to assist service partners.
    • Provided coaching and mentoring assistance for internal support specialists.
    • Coordinated with other departments or functional areas and specialized units to resolve complex customer problems when necessary and escalate systemic issues.
    • Analyzed and made complex decisions on documentation against regulatory and legal requirement with potential significant financial impact to customer and organization.
    • Provided guidance to internal partners by decisioning complex escalated customer inquiries concerning products and services.
    • Researched, analyzed, owned, and coordinated the resolution with appropriate business leaders for complex escalated customer complaints in accordance with regulatory and investor requirements through all customer channels of the retail business segment.
    • Acted as a customer advocate in accordance with our customer advocacy principles. Demonstrated commitment to quality. Identified trends negatively impacting customer experience and escalated to the proper channels for root cause analysis while delivering CARES model to customers and service partners.
11/2020 to 07/2021 Customer Care Consultant/Online Banking Specialist Hd Supply | Los Angeles, CA,
    • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
    • Maintained accurate and current customer account data with manual forms processing and digital information updates.
    • Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
    • Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
    • Provided primary customer support to internal and external customers in fast-paced environment.
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
    • Maintained 94% satisfaction score by consistently resolving 96% of first-call issues
    • Delivered customer support to more than 80 callers each work day.
    • Resolved online banking issues such as online bill pay, external transfers, zelle transfers, online maintenance issues, login issues, and online banking navigation.
    • Escalated cases appropriately in case issues couldn't be resolved immediately to make sure customers can fully access all functions of online banking.
03/2019 to 11/2020 Personal Banker PNC Bank | City, STATE,
    • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
    • Developed top-performing teams, leading to increased branch efficiency and positive customer feedback.
    • Provided advice on different bank products and financial options.
    • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
    • Trained and mentored junior banking staff to maximize performance, efficiency and compliance.
    • Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
    • Utilized up-to-date information to make effective decisions governing bank operations.
    • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
    • Responded to more than 30 basic inquires per day regarding procedures, policies, check verification, deposits, stop payments, balances and lost and stolen credit cards
    • Ordered different currency and cash supplies and materials to secure inventory and sensitive and propriety items
    • Achieved recognition from management for 9 consecutive months of meeting sales targets
05/2015 to 10/2018 Lead Customer Service Associate American Express | City, STATE,
  • Developed and actualized customer service initiatives to decrease wait times.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Entered customer interaction details in microsoft excel to track requests, document problems and record solutions offered.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
  • Supervised and guided new employees on inbound calls and responded quickly to questions, which improved understanding of job responsibilities.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Maximized customer satisfaction by handling more than 80 customer email and telephone interactions each day
  • Worked with new hire training to develop customer service improvement initiatives
  • Achieved high quality marks on quality assurance evaluations through 2016 to 2018.
Expected in 09/2013 to to Associate of Science | Mathematics, Physics, And Chemistry Dayalbagh University , Agra, India, GPA:
  • Majored in Mathematics
  • Minored in English
Full Professional
Native or Bilingual

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Resume Overview

School Attended

  • Dayalbagh University

Job Titles Held:

  • Retail Support Group Specialist
  • Customer Care Consultant/Online Banking Specialist
  • Personal Banker
  • Lead Customer Service Associate


  • Associate of Science

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