Ann Bowman
Jonesborough,TN
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Retail Credit Card Customer Service Specialist
Citi
Johnson City, TN
10.2022 - 05.2024
- Educated customers about their rights with regard to billing disputes and fraud protection services.
- Monitored daily performance metrics such as average handle time, first contact resolution rate, ensuring team goals were met.
- Processed payments, balance transfers, account updates and other transactions accurately and efficiently.
- Maintained up-to-date knowledge of applicable rules, regulations, policies and procedures related to credit cards.
- Utilized computer system technology to answer inquiries quickly and accurately using automated response scripts when necessary.
- Managed incoming calls from customers seeking assistance with their credit cards and provided solutions accordingly.
Teacher Aide
Andrew Johnson Elementary
Kingsoport, TN
08.2011 - 10.2013
- Enforced rules for behavior and procedures to maintain order among class.
- Observed student performance and recorded relevant data to assess progress.
- Sorted and shelved books to help manage materials and free up teachers for more important work.
- Assisted instructional staff with implementing lessons and activities for full classes
- Assisted in administering standardized tests according to state guidelines.
- Collaborated with teachers to develop instructional plans that met individual needs of students.
- Instructed small groups of students on specific topics within the scope of teacher's lesson plan.
Math and Science Tutor
West Carrol High School
Savanna, IL
01.1999 - 10.2010
- Facilitated group activities that encouraged collaboration between students while exploring topics in math and science.
- Created an atmosphere conducive to learning through positive reinforcement techniques.
- Adapted lessons to meet the individual needs of all learners in the classroom setting.
- Motivated students to take ownership of their own learning by encouraging self-reflection.
- Implemented innovative teaching strategies to help strengthen comprehension.
- Provided one-on-one tutoring for students in math and science courses, including algebra, calculus, chemistry and physics.
Education
Associate of Science - Pharmacy Technology
Clinton Community College
Clinton IA05-1989
Associate of Science - Accounting
Clinton Community College
Clinton, IA05-1988
Affiliations
- Camping
- Hiking
- Gardening
- Reading
Certification
- Certified Teachers Aide
References
References available upon request.
Timeline
Retail Credit Card Customer Service Specialist
Citi
10.2022 - 05.2024
Teacher Aide
Andrew Johnson Elementary
08.2011 - 10.2013
Math and Science Tutor
West Carrol High School
01.1999 - 10.2010
Associate of Science - Pharmacy Technology
Clinton Community College
Associate of Science - Accounting
Clinton Community College
- Certified Teachers Aide