Annette Cumbie
Birmingham,AL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Customer Succes Specialist/ Banker Coach
Wells Fargo & Company
09.2015 - 10.2023
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Handled customer inquiries and suggestions courteously and professionally.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Lifeline Chat Support Specialist
Regions Bank
10.2022 - 02.2023
- Enhanced customer satisfaction by providing timely and accurate resolutions to technical issues.
- Streamlined chat support processes for increased efficiency and reduced response time.
- Delivered exceptional service quality with empathetic and attentive communication skills.
- Collaborated with team members to improve overall performance, sharing best practices and addressing challenges together.
- Managed high-volume chat inquiries, maintaining professionalism under pressure and prioritizing tasks effectively.
- Assisted customers in navigating company website features, resulting in improved user experience and customer retention rates.
Collections Representative
Portfolio Recovery Associates
04.2014 - 08.2015
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Reduced delinquency rates for assigned accounts through persistent follow-up and effective communication.
- Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
- Boosted recovery percentages by establishing payment plans tailored to individual debtor circumstances.
- Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
Education
High School Diploma -
Wenonah High School
Birmingham, AL05.2004
Skills
- Customer Relations
- Creative thinking
- Advanced communication
- Time management
- Conflict resolution
- Expert problem-solving
- Training and development
- Team leadership
- Decision making
- Critical thinking
- Customer service
- Organizational skills
Timeline
Lifeline Chat Support Specialist
Regions Bank
10.2022 - 02.2023
Customer Succes Specialist/ Banker Coach
Wells Fargo & Company
09.2015 - 10.2023
Collections Representative
Portfolio Recovery Associates
04.2014 - 08.2015
High School Diploma -
Wenonah High School