Angela
The Columbia Bank
Hagerstown,MD
17
years of professional experience
Dynamic Customer Service Representative with a proven track record at The Columbia Bank, excelling in conflict resolution and relationship building. Recognized for enhancing customer satisfaction and loyalty through effective problem-solving and upselling strategies, consistently exceeding performance metrics and fostering a positive service culture. Proficient in CRM software and active listening.
Work History
Customer Service Representative
17 Years- Assisted customers with account inquiries, transactions, and issue resolution while maintaining professionalism and accuracy.
- Processed deposits, withdrawals, transfers, and payments in compliance with bank policies and procedures.
- Opened new deposit accounts and explained available products, services, and account requirements.
- Balanced cash drawer and verified transaction details to support daily branch accuracy.
- Educated customers on online banking, mobile deposit, and account access features.
- Maintained confidential account information while adhering to security, compliance, and audit standards.
- Supported branch operations by handling routine service requests and delivering prompt, courteous assistance.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Improved resolution time with effective problem-solving for customer complaints.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Associate of Science - General Studies
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Complaint resolution
Client relations
Professional telephone demeanor
Microsoft outlook
Call management
Product knowledge
Team development
Microsoft PowerPoint
Customer relationship management (CRM)
Staff training
De-escalation techniques
Building rapport
Filing
Product sales
Product and service solutions
Multi-line phone talent
Sales expertise
Assertiveness
Research
Account management
Service upselling
Staff education and training
Product promotion
Sales closing
CRM software
Information security
Product education
CRM software proficiency
Business development
Training development aptitude
Consultative sales
Accomplishments
President’s club winner.
Top branch in sales
Branch Manager top branch 5 consecutive years.
Timeline
Customer Service Representative
The Columbia Bank
03.1998 - 03.2015Read More
Hagerstown Community College
Associate of Science from General Studies
Read More