Senior Service Associate Resume Example

As a Service Associate, I specialized in our branch customer experience through lobby management, transactions and basic retail servicing interactions (customer service enrollment, address changes, problem resolution). I accurately processed a variety of financial transactions (deposits, withdrawals) in an accurate and efficient manner.

My role also included :

• Addressing the customer's immediate need, and then provide a service transaction or guided self-service
• Matching the appropriate resource (person, digital service) to the need
• Identifying transactions “on the line” that can be migrated to digital solutions
• Demonstrating digital transaction tools to customer directly, including explanations of benefits, etc.
• Assessing options with focus on “shoulder to shoulder” self-service
• Following up with customer once servicing is complete to ensure immediate need and customer's expectation have been met
• Taking ownership of escalated account services issues until resolution
• Transitioning to identified sales opportunity using transition statement
• Demonstrating customer service standards during transaction processing and follow M&T policy on transaction processing
• Fully leveraging available tools (e.g. Teller Cash Recycler) for transaction processing
• Completing all Currency Transaction Reports and Wire Activities and escalations as appropriate
• Accurately completing cash ordering for the branch and TCR/ATM settlement activities
• Participating in branch audit/logging activities, provide follow-up where appropriate and Satisfy/Maintain audit/new activities and provides follow up where appropriate.
• Processing customer/account maintenance accurately (address/name changes, signor/account updates, etc.)
• Adhering to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
• Promoting an environment that supports diversity and reflects the M&T Bank brand.
• Completing other related duties as assigned.

I spent my time at Spectrum/ Charter Communications in the customer service role troubleshooting and resolving technical cable and video service issues, including repair, billing, and accounts.I thrived as a tech-savvy problem solver who can multitask to repair a variety of services and equipment.

• As a Video Repair Representative, I used patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on customer interactions.
• Working as video Repair Representatives made a real difference to customers and the company, providing over-the-phone video support and repair services that keep people connected.
• I advanced with diagnostic tools & systems that helped me address technical inquiries and get services running smoothly and talking customers through fixes.
• If an issue called for extra attention, I brought in additional internal support and field technicians to get things back on track. Understanding the products and your customers' sense of urgency helped to create a satisfying customer experience.

I was a manager which required management training, in which I completed. I managed a staff of 4 during the night shift.

Some of my duties included:

• Resolving customer issues.
• I opened and closed the store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
• I helped and supported staff where ever necessary, which included but not limited to taking orders, preparing food, cleaning and stocking, assisting with schedule preparation and covering employee shifts when necessary if no one is available to come in.
• Greeted and encouraged feedback from customers, using feedback to implement positive changes within store.
• Helped train new coming employees.