Anita Howell
Wilmington ,Delaware
Summary
Resourceful Contact Center Representative known for high productivity and efficient task completion. Skilled in customer relationship management, problem resolution, and communication technologies. Excel in active listening, empathy, and patience to enhance customer satisfaction and build loyalty. Committed to maintaining professionalism and calm under pressure to resolve inquiries swiftly and effectively.
Overview
4
4
years of professional experience
Work History
Contact Center Representative
WSFS Bank
Newark , DE
03.2021 - Current
- Provided product information to customers.
- Assisted customers with order placement and payment processing.
- Resolved customer complaints in a professional manner.
- Performed troubleshooting and problem solving for customer issues.
- Answered customer inquiries via phone, email and chat.
- Provided technical support to customers on products or services offered by the company.
- Processed returns and refunds according to company policies.
- Educated customers on features and benefits of products or services.
- Identified opportunities to upsell additional products or services.
- Utilized various software tools such as Microsoft Office Suite, Salesforce.
- Attended regular training sessions on relevant topics to stay updated with industry trends.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
Education
High School Diploma -
Penn Foster Career School
Scranton, PASkills
- Call handling
- Workload Management
- Account updating
- Payment Processing
- Customer Relationship Management
- Complaint resolution
- System Documentation
- Building rapport
- FLUENT In English
Timeline
Contact Center Representative
WSFS Bank
03.2021 - Current
High School Diploma -
Penn Foster Career School