Seneca Beck
Homewood,AL
Summary
Customer-focused professional seeking to provide exceptional customer service and drive positive results in the telecommunications industry. Strong background in leadership, aiming to exceed expectations and thrive in a collaborative environment. Experienced in customer follow-up, ensuring mutually satisfactory resolutions. Committed to constantly improving customer satisfaction through innovative approaches. Skilled in troubleshooting customer problems with professionalism and empathy. Flexible in building customer loyalty with tailored solutions. 8 Years of customer service experience, ambitious, hardworking, and capable of working independently with minimal supervision. Communicative and believes in prioritizing customer satisfaction. Exceptional personal and customer service talents, courteous and warm in approach. Demonstrated ability to quickly learn and effectively apply new knowledge and skills.
Overview
9
9
years of professional experience
Work History
Service Advocate IV, Member Contact Center
Florida Blue
09.2023 - Current
- Supported team members, fostering a collaborative and productive work environment.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Enhanced client retention through exceptional service delivery and proactive communication.
- Analyzed customers' issues and complaints and initiated corrective actions.
- Maintained detailed knowledge of company products and services to provide accurate information to clients.
- Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
Credit Card Specialist
Wells Fargo
03.2021 - 02.2022
- Responds to customer inquiry's regarding banking concerns
- Provides clarification to consumers to ensure understanding of banking procedures
- Handles fraud claims
- Assists with call transfers regarding other consumer products
- Maintains confidentiality while accessing consumer records
- Complied with internal controls and government regulations.
- Improved understanding of financial statements, which helped in assessing risk.
- Worked in tandem with sales team and customers to negotiate payments and verify account reconciliations.
- Analyzed and monitored portfolio credit performance against expectations and recommended improvement strategies.
- Negotiated payment plans and loan terms with delinquent customers.
- Investigated and resolved customer disputes related to credit decisions.
Accounts Expert
T-Mobile
10.2015 - 05.2019
- Customer Focused by assisting with payment arrangements and any account related issues to have a hassle-free experience
- Manage bottom-line for business through profit and loss model
- Provide assistance to my peers with constructive feedback and general help to resolve customer's concern
- Maintained strict confidentiality protocols when handling sensitive client information, ensuring trust and integrity in all professional interactions.
- Increased client satisfaction by providing timely and accurate financial advice.
- Managed a diverse portfolio of clients across multiple industries, adapting services to their unique needs and challenges.
- Provided training sessions to junior staff members, fostering a collaborative work environment and enhancing overall team performance.
- Updated knowledge of industry trends, market conditions, tax laws regularly staying well-informed of changes affecting client accounts.
- Enhanced client relationships, addressing concerns and offering expert advice on financial matters.
- Handled inbound calls to provide callers with product and service information, emphasize product features and benefits and generate quotes.
- Sought out key decision-makers and tailored solutions to address business challenges.
- Entered client details and notes into system for interdepartmental access and review.
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Benefits Advisor
Aon Hewitt
10.2015 - 10.2017
- Utilized personal computer and Windows NT and Lotus Notes software (knowledge of tools i.e., calculator, data entry, and navigating the Internet) to access customer accounts and product information for features and problem resolution
- Utilized the telephone system with headset throughout the workday
- Assisted customers with a wide variety of benefit questions and plan features via information accessed through the computer
- Reviewed the employee's account and answers questions within the parameters of Aon Hewitt's policies and procedures
Education
Diploma -
ENSLEY HIGH SCHOOL
Birmingham, AL01.2002
Skills
- Creative Thinking
- Proficient Problem Solver
- Time Management
- Sales
- Technical Support
- Negotiation
- Customer support
- Decision-making skills
- Customer service background
- Complaint Handling
- Complex Problem-Solving
Timeline
Service Advocate IV, Member Contact Center
Florida Blue
09.2023 - Current
Credit Card Specialist
Wells Fargo
03.2021 - 02.2022
Accounts Expert
T-Mobile
10.2015 - 05.2019
Benefits Advisor
Aon Hewitt
10.2015 - 10.2017
Diploma -
ENSLEY HIGH SCHOOL
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