Angel Bethea
Fayetteville,NC
Summary
Dynamic customer service professional with a proven track record at USAA Federal Savings Bank, excelling in problem resolution and active listening. Recognized for consistently exceeding performance metrics and enhancing customer loyalty. Skilled in data entry and technical support, I foster strong relationships to drive satisfaction and operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
USAA Federal Savings Bank
Fayetteville, NC
02.2022 - 10.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Increased efficiency and team productivity by promoting operational best practices.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
Supervising Manager
Verizon Wireless Corporation
Fayetteville, NC
04.2017 - 01.2022
- Delivered measurable results in cost reduction initiatives without sacrificing quality or customer satisfaction levels.
- Increased staff retention through competitive compensation packages, comprehensive benefits, and opportunities for professional development.
- Enhanced employee productivity through regular performance evaluations and tailored training programs.
- Built strong alliances with vendors and suppliers to negotiate favorable contract terms that benefit both parties involved.
- Boosted sales revenue by developing targeted marketing campaigns and fostering strategic partnerships.
Education
Associate of Arts - Early Childhood Education
Fayetteville Technical Community College
Fayetteville, NC05-2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Payment processing
- Follow-up skills
- Product knowledge
- Technical support
- Live chat support
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
- Sales Essentials Certificate
- CPR FIRST AID
- ITS SIDS
- ABC LEARNING
Timeline
Customer Service Representative
USAA Federal Savings Bank
02.2022 - 10.2024
Supervising Manager
Verizon Wireless Corporation
04.2017 - 01.2022
Associate of Arts - Early Childhood Education
Fayetteville Technical Community College