Andrea Toler
Taylor,Michigan
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
PSCU Financial Services
Allen Park, MI
08.2017 - 08.2019
- Resolved customer inquiries through multiple communication channels, ensuring timely responses and satisfaction.
- Assisted in troubleshooting technical issues for financial services, enhancing user experience and service reliability.
- Processed account transactions accurately, maintaining compliance with industry regulations and company policies.
- Collaborated with team members to streamline workflows, improving response times and service quality.
- Adapted quickly to changes in policies and procedures, demonstrating flexibility in a dynamic work environment.
- Participated in training sessions to enhance knowledge of financial products, contributing to personal development and team success.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided support during system outages, ensuring minimal disruption to customer service.
- Streamlined communication processes between departments to enhance operational efficiency.
- Participated in training sessions to improve product knowledge and service techniques.
Stay at Home Mother
Home
Taylor, MI
12.2003 - 08.2017
Cashier
Brinks Armored Car
Detroit, MI
08.2001 - 11.2003
- Processed cash transactions with accuracy and efficiency, ensuring compliance with security protocols.
- Maintained organized cash drawers, performing regular audits to ensure balance integrity.
- Ensured compliance with security protocols for cash handling and armored transport.
- Processed cash and electronic payments accurately during high-volume transactions.
- Monitored inventory levels of cash supplies and notified management of discrepancies.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Bank Teller
Bank One
Taylor, MI
11.1999 - 07.2003
- Processed customer transactions efficiently and accurately to enhance service delivery.
- Managed cash drawer, maintaining accuracy in daily reconciliations and balancing.
- Assisted customers with inquiries, providing tailored solutions to meet banking needs.
- Promoted bank products and services, contributing to increased customer engagement.
- Resolved account discrepancies through detailed investigations, ensuring compliance with banking regulations.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Counted and packaged currency and coins.
- Reconciled cash drawer and resolved discrepancies.
Education
High School Diploma -
Kennedy High School
TaylorSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Follow-up skills
- Product knowledge
- De-escalation techniques
- Building rapport
- Multi-line phone talent
- Account updating
- Account management
- Reading comprehension
- Escalation management
Certification
Certifications for completion of company Customer service classes
Lean Six Sigma Yellow Belt
Timeline
Customer Service Representative
PSCU Financial Services
08.2017 - 08.2019
Stay at Home Mother
Home
12.2003 - 08.2017
Cashier
Brinks Armored Car
08.2001 - 11.2003
Bank Teller
Bank One
11.1999 - 07.2003
High School Diploma -
Kennedy High School