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Click here or scroll down to respond to this candidateCandidate's Name
Medford, NY Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLE Top-performing customer service representative with extensive experience assisting customers through phone, email and chat support. Committed to balancing company goals while helping all customers find satisfactory solutions. Resourceful problem solver who is adept at remaining calm in stressful situations and effectively assisting a variety of customers. Authorized to work in the US for any employerWork ExperienceClient Outreach Specialist/Client Relationship Specialist TIAA Bank - Islandia, NYOctober 2007 to February 2023 Providing introductory information to new customers Ensuring that customers are satisfied with products or services Following up with clients or customers to check that theyre still satisfied with any purchases Letting customers or clients know about additional products or services Determining the quickest, most effective ways to answer a clients or customers questions Escalating queries and concerns Troubleshooting common issues with a product or service Working with a team of CSRs and other departments to find appropriate solutions Quickly assessed customer needs and proactively provided business solutions to those needs. Provided superior customer service while handling inbound order placement calls and product inquiries. Drove business through providing excellent customer service and product and service knowledge as well as superior customer relationship building skills. Maintained transparent lines of communication for customers about status of orders, order errors, and post order issues. Identified customer needs through active listening techniques to initiate referrals to colleagues. Reviewed customer profiles to find opportunities to upsell banking products and credit cards Achieved a 20% above average customer retention rate on cancellation calls. Offered advice and guidance Efficiently provided exemplary service to clients while maintaining a high level of integrity. Appropriately utilized key partners to uncover solutions, which satisfied client needs while staying in adherence to bank standards and regulations. Supported management and played key role in crucial conversations and piloted various new programs and procedures. Consistently maintained superior levels of quality assurance, schedule adherence, and cross- selling ratios. Coached and mentored new-hires as well as fellow colleagues to consistently exceed service and sales goals. Continually awarded and recognized by peers as top performer in sales and service. Head Teller/Customer Service RepresentativeNorth Fork Bank - Blue Point, NYFebruary 2004 to September 2007 Supervised daily teller functions and daily activities ensuring compliance of all bank regulations and procedures while accurately completing customer transactions. Coached tellers to deliver high levels of customer service while ensuring sales and service goals were achieved. Accurately processed daily banking transactions while seeking up sell opportunities. EducationAssociate's degree in BusinessSuffolk County Community College - Suffolk County, NY April 2005 to June 2007High school diplomaBuffalo High School - Medford, NYSeptember 1996 to June 2000Skills Live Chat (10+ years) CRM Software (10+ years) Salesforce (10+ years) Help Desk (10+ years) Account Management (10+ years) Troubleshooting (10+ years) Technical Support (10+ years) Upselling (10+ years) Desktop Support (10+ years) Network Support (10+ years) Sales (10+ years) Customer service (10+ years) VPN (10+ years) Microsoft Windows (10+ years) Operating Systems (10+ years) Remote Access Software (10+ years) Microsoft Windows Server (10+ years)AwardsTop sales associateJanuary 2011Received Quarterly Service Recognition and Excellence awards in 2011, 2012, 2013, 2014, and 2015. Consistent winner of several sales contests, service compliment awards and top agent awards. Additional Information Background in customer service Excellent verbal and written communication skills Fluent in data entry and data management Impeccable organizational skills Excellent time management skills and strong work ethic Proficient in Microsoft Office, email, and social media Handled 150+ customer interactions per day, giving detailed, personalized, friendly, and polite service to ensure customer retention and satisfaction Memorized all company products and services to be able to answer customer questions quickly and efficiently and increase upsells. |
