Ann Dyer
Summary
Accomplished Senior Customer Service Representative with a proven track record at Commerce Bank, enhancing customer satisfaction through expert resolution of complaints and mastery in payment processing. Skilled in fostering long-term relationships and proficient in call center operations, I significantly contributed to team success by training new staff and ensuring seamless service delivery. Knowledgeable and dedicated customer service professional with extensive experience in the Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Representative
Commerce Bank
12.2018 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Educated customers about billing, payment processing and support policies and procedures.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
Uncle Sam's Safari Outfitters Inc
Owner
04.2007 - 09.2017
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees and patrons.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Customer Service
Coatesville Savings And Loan Bank
02.2001 - 01.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained up-to-date knowledge of product and service changes.
Education
Associate of Arts - Accountant
West Chester University of Pennsylvania
West Chester, PA06.2002
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Virtual and Emailing Customer Assistance
- Call center experience
- Customer Service
- Product and service knowledge
- Customer Account Management
- Call Center Operations
- Account updating
- Product Sales
- Account Management
Timeline
Senior Customer Service Representative
Commerce Bank
12.2018 - Current
Uncle Sam's Safari Outfitters Inc
Owner
04.2007 - 09.2017
Customer Service
Coatesville Savings And Loan Bank
02.2001 - 01.2006
Associate of Arts - Accountant
West Chester University of Pennsylvania