Alithia Rucker
Pickerington,OH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Online Banking Specialist
PNC Bank
09.2016 - 12.2023
- Assisted customers with banking needs and inquiries.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Executed wire transfers, stop payments and account transfers.
- Received loan and utility payments, sending funds to correct destinations.
- Maintained friendly and professional customer interactions.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Handled various accounting transactions.
- Educated customers on online banking and mobile banking applications.
- Referred customers to other banking departments for specialized services.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Investigated and resolved account issues by offering applicable options to customers.
- Monitored and verified suspicious activity on customer accounts.
- Identified customer desires and goals through needs-based sales tactics.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exhibited high energy and professionalism when dealing with clients and staff.
Senior Service Specialist II
JP Morgan Chase and Company
06.2008 - 08.2016
- Member of an elite group that exclusively handles 40-60 inbound calls daily for high profile clients, corporate customers, and internal escalations
- Manage credit card inquiries for Private Bank, Private Wealth Management, Chase Private Clients, Congressional Office, Business Card, and Chase Global Lifeline
- Manage and resolve customer issues from the root cause of the issue to the final solution
- Resolve complex issues by troubleshooting and finding solutions that balance the needs of the client with those of the business
- Utilizes multiple internal systems simultaneously to assist clients with general account servicing
- Work independently on various projects with little to no supervision
- Provide high quality customer service focused on placing the keys to a great customer experience at the center of every interaction
- Assist with resolving issues with online profiles
- Create lasting customer relationships by providing the highest level of customer service
- Provide exceptional follow-up with clients to insure all issues were resolved effectively
- Participates in various focus groups aimed at providing a higher level of customer experience and employee satisfaction.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
Education
Some College (No Degree) - Business Administration
Franklin University
Columbus, OHHigh School Diploma -
South High School
Columbus, OH06.2001
Skills
- Customer Service
- Communication
- Advanced Troubleshooting
- High Net worth Client/Customer Focus
- Multitasking
- Time Management
- Technical Support
- Organizational abilities
- Teamwork and Professionalism
- Active Listening
- Microsoft Outlook, Word, Excel, and Teams
- Problem-solving skills
Community Service
- Toast master Professional Speaking
- March of Dimes Charity walks
- Light the Night Charity walk
- Operation Feed campaign
Timeline
Online Banking Specialist
PNC Bank
09.2016 - 12.2023
Senior Service Specialist II
JP Morgan Chase and Company
06.2008 - 08.2016
Some College (No Degree) - Business Administration
Franklin University
High School Diploma -
South High School