CATHERINE HEINS
Customer Service Advocate
Heyburn,ID
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
US Bank National Association
Rupert, ID
01.2020 - 01.2022
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Described product highlights and benefits to help guide purchasing decisions.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
- Maintained and managed customer files and databases
- Answered product and service questions, suggesting other offerings to attract potential customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Updated account information to maintain customer records
Personal Banker
US Bank National Association
Twin Falls, ID
01.2017 - 01.2020
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Promoted financial products by maintaining excellent service offering knowledge.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Expanded client base by promoting new financial products.
- Conducted detailed financial reviews for business clients to sell appropriate products to fit client's needs.
- Expanded client base by promoting new financial products
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services
- Backed up teller team by handling needs of new and existing customers at main counte
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated
Senior Fraud Analyst
US Bank National Association
Portland, OR
03.2012 - 12.2016
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime
- Improved operations through consistent hard work and dedication
- Proved successful working within tight deadlines and fast-paced atmosphere
Supervisor
US Bank National Association
PORTLAND, OR
06.2009 - 03.2012
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Provided supportive link between external customers and internal operations.
- Measured effectiveness of customer success by defining operational metrics, tracking systems and reporting to executive team.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
- Tracked and prepared quarterly reports to present to leadership
Inbound Customer Service Representative
US Bank National Association
Portland, OR
01.2009 - 07.2009
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Promoted available products and services to customers during service, account management and order calls.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Described product highlights and benefits to help guide purchasing decisions.
Customer Service Representative
T-Mobile, Custom Wireless
Meridian, ID
06.2006 - 05.2008
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
Visual Merchandising Manager
JCPENNEY
Burley, ID
03.2002 - 06.2006
- Communicated visual merchandising information and standards via in-store training and regular meetings.
- Created look and feel of visual merchandising publications to better target specific audiences.
- Managed merchandising standards and maintained consistency across distribution channels.
- Oversaw visual merchandising for new store openings and store collateral change-outs.
- Monitored and replenished display inventory and restructured according to available stock.
- Created visual marketing and styled window displays.
- Organized store merchandise racks by size, style and color.
- Replenished sales floor with new and back stock merchandise as needed.
- Unloaded delivery truck and scanned in new merchandise weekly,
Education
High School Diploma -
Calvary Christian Highschool
Burley, ID03.2001
Skills
- Upselling Products and Services
- Customer Retention Strategies
- Data Entry and Maintenance
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Verbal and Written Communication
- Creative Problem Solving
- Multitasking and Prioritization
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Inter-Department Collaboration
- Proactive Self-Starter
- Team-Oriented and Cooperative
- Excellent Attention to Detail
- Computer Proficiency
Certification
- Licensed Notary Public in Idaho
- Certified NMLS
- De-escalation Training
- Customer Profiling Training
- Extensive Loan Training
- Financial Analysts Training
Additional Information
Flexible in schedules, ready and excited to start a new adventure with you, your company and our customers. Give me a chance and I will show you what Customer Service Means.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Customer Service Specialist
US Bank National Association
01.2020 - 01.2022
Personal Banker
US Bank National Association
01.2017 - 01.2020
Senior Fraud Analyst
US Bank National Association
03.2012 - 12.2016
Supervisor
US Bank National Association
06.2009 - 03.2012
Inbound Customer Service Representative
US Bank National Association
01.2009 - 07.2009
Customer Service Representative
T-Mobile, Custom Wireless
06.2006 - 05.2008
Visual Merchandising Manager
JCPENNEY
03.2002 - 06.2006
High School Diploma -
Calvary Christian Highschool
- Licensed Notary Public in Idaho
- Certified NMLS
- De-escalation Training
- Customer Profiling Training
- Extensive Loan Training
- Financial Analysts Training
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