Angela Jeppson
Cordova,AK
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
19
19
years of professional experience
Work History
Customer Service Representative/Billing Specialist
Cordova Electric Cooperative, Inc.
Cordova, AK
09.2013 - Current
- Answer customer questions and provide information regarding their electrical service and general customer inquiries.
- Answer customer questions via phone, email, and in person.
- Perform administrative tasks such as filing paperwork, updating databases and generating reports.
- Inform customers about billing procedures, process payments, and provide payment option assistance.
- Answer inbound calls and emails to facilitate customer service.
- Adjust bills to resolve customers' service or billing complaints.
- Collect deposits, payments and reconcile daily cashiering batches.
- Monitor past due accounts and pursue collections on outstanding balances.
- Train other office employees on company policies and billing system to keep operations productive and efficient.
- De-escalate problematic customer concerns, maintaining calm, friendly demeanor.
- Maintain a high level of professionalism when dealing with difficult customers.
- Provide excellent customer service to resolve customer complaints in a timely manner.
- Develop strong relationships with customers by providing personalized assistance and support.
- Develop positive relationships with customers through friendly interactions.
Lead Bank Teller
Wells Fargo
Cordova, AK
04.2006 - 09.2013
- Balanced cash drawers daily and maintained accurate records of transactions.
- Monitored ATM machines for any malfunctions or discrepancies.
- Resolved customer issues or referred them to the appropriate department for resolution.
- Implemented security protocols within the branch such as safe deposit box access codes.
- Processed deposits, withdrawals, transfers, loan payments, and check cashing transactions accurately and efficiently.
- Identified opportunities to cross-sell products such as savings accounts or credit cards to customers.
- Assisted in training new tellers on bank processes and procedures.
- Ensured compliance with all banking regulations and policies.
- Answered phone calls from customers seeking assistance with their accounts or services provided by the bank.
- Participated in weekly team meetings to discuss customer feedback and suggestions for improvement.
- Verified identification of customers before processing transactions or opening new accounts.
- Developed relationships with customers by providing exceptional service in a friendly manner.
- Provided guidance to other tellers when needed.
- Conducted research into customer inquiries regarding account balances, fees, interest rates.
- Handled cash transactions, balanced cash drawers, performed loan payments, and issued cashier's checks.
- Balanced bank's vault of daily cash for withdrawals and deposits.
- Monitored and maintained security procedures to protect both staff and customers.
- Resolved customer complaints and inquiries, providing exceptional service and retaining client loyalty.
- Performed currency transaction reports for foreign currency.
- Ensured compliance with federal regulations and internal policies during all transactions.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Assisted with the opening and closing of accounts, providing customers with detailed information on bank services.
- Processed transactions accurately and efficiently, including deposits, withdrawals, and loan payments.
- Managed supply of cash for the branch, including ordering cash from the vault as necessary.
- Cross-sold bank products and services to customers, meeting and exceeding sales targets.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Maintained cash drawer within prescribed cash limits and meet cash balancing requirements.
- Balanced ATM machines, including loading of cash in accordance with bank's replenishment schedule.
- Facilitated communication between teller line and bank management on operational issues.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Performed basic administrative tasks regarding banking products by handling phone calls, inquiries, and emails.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Performed regular audits on teller drawers to maintain accuracy and prevent fraud.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Received mortgage and other loan payments, verifying payment dates and amounts due.
- Used customer information to tailor recommendations to promote or sell travelers' checks, savings bonds and cashier's checks.
- Identified transaction errors when debits and credits did not balance.
Education
High School Diploma -
Cordova Jr. Sr. High School
Cordova, AK05-1998
Some College (No Degree) - Graphic Design/Computer Animation
Southwestern Oregon Community College
Coos Bay, ORSkills
- Customer service
- Billing procedures
- Payment processing
- Conflict resolution
- Cash handling
- Administrative support
- Customer relationship management
- Credit adjustments
- 10-key
- Report preparation
- Microsoft office
- Report generation
- Credit card payment processing
- Empathy and patience
- Adaptive team player
- Microsoft outlook
Affiliations
- Member of the Northwind Quilters guild. Serve on the board as the member at Large and am on the Scholarship Committee.
Timeline
Customer Service Representative/Billing Specialist
Cordova Electric Cooperative, Inc.
09.2013 - Current
Lead Bank Teller
Wells Fargo
04.2006 - 09.2013
High School Diploma -
Cordova Jr. Sr. High School
Some College (No Degree) - Graphic Design/Computer Animation
Southwestern Oregon Community College