Amber Abate
FLOYD,VA
Summary
Quick and eager learner
Overview
15
15
years of professional experience
Work History
Customer Service Representative Mentor
Skyline National Bank
05.2014 - Current
- Built positive rapport and relationships for high levels of customer satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Onboarded and trained customer representatives to meet performance and service goals.
- Responded to customer requests for products, services, and company information.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved accounting, service and delivery concerns.
- Investigated and resolved customer inquiries and complaints quickly.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Educated customers on use of banking website and mobile apps.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Served as primary point of contact for customers, assisting with account maintenance and transactions.
- Maintained friendly and professional customer interactions.
- Complied with regulatory guidelines and requirements.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established team priorities, maintained schedules and monitored performance.
Assistant Customer Service Manager
Foodlion
05.2010 - 09.2014
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Followed through with client requests to resolve problems.
- Supervised large number of employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Maintained and processed invoices, deposits, and money logs.
- Reviewed and filed financial documents, coded accounting entries for data processing, and posted daily receipts and payments in accordance with all corporate protocols.
- Reconciled and corrected issues with financial records.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Supported management by processing invoices and documents with consistent on-time delivery.
Education
Associate of Arts - Accounting
Liberty University
Lynchburg, VA08-2024
Skills
- Escalation management
- Task delegation
- Mentoring
- Email management
- Call center experience
- Tech support
- Finance and accounting operations
- Basic accounting principles
- Bookkeeping and accounting proficiency
- Banking regulations
- Cash handling experience
Timeline
Customer Service Representative Mentor
Skyline National Bank
05.2014 - Current
Assistant Customer Service Manager
Foodlion
05.2010 - 09.2014
Associate of Arts - Accounting
Liberty University
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