Areatha Fuller
Jacksonville,Fl
Summary
Experienced customer service representative with 24 years of proven success in resolving client issues, opening new accounts, and providing comprehensive benefit information. Adept in utilizing platform banking functions, cross-selling products, and managing client inquiries to ensure exceptional service delivery. Demonstrates strong problem-solving abilities and effective communication skills to address customer needs and concerns.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
E Team/EverBank
07.2024 - 12.2024
- Analyze, research, and resolve problems and discrepancies related to client accounts
- Assist members with opening new checking and savings accounts, certificate of deposits, changing account types
- Perform platform banking functions
- Identify opportunities to cross service products and increase product knowledge
- Take an average100+ Inbound Calls Daily
Member Service Representative
Navy Federal Credit Union
02.2023 - 01.2024
- Analyze, research, and resolve problems and discrepancies related to member accounts
- Assist members with opening new checking and savings accounts, changing account types
- Perform platform banking functions
- Identify opportunities to cross service products and increase product knowledge
- Take an average100+ Inbound Calls Daily
Customer Service Advocate
Florida Blue
03.2021 - 10.2022
- Provide every client with detailed benefit information and satisfy individuals’ needs
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction
- Reached out to providers to help develop comprehensive solutions
- Managed client inquires with exceptional professionalism and enthusiasm
- Received Inbound Calls
Customer Service Specialist
Alluvion/TIAA Bank
10.2019 - 07.2020
- Maintain client records by verifying and updating account information
- Resolve product or service problems in a timely manner by listening, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting the solution, and following up with the client
- Maintain bank operations by following established policies and procedures and reporting needed changes while complying with federal, state, and local banking regulations
- Contribute to team efforts by answering client calls in a timely manner
Member Service Specialist
Aerotek/Vystar
02.2018 - 09.2019
- Focus full attention by carefully listening to and observing members
- Recommend solutions based on members’ needs and objectives
- Ensure that members’ expectations were exceeded
- Reached out to providers to help develop comprehensive solutions
Loan Servicing Specialist
LoanCare
12.2016 - 02.2018
- Processed payoffs, take monthly payment and principal payments
- Delivered prompt, knowledgeable solutions to address clients servicing needs
- Technical Support: creating accounts online, reset passwords and navigate the website
- Escrow: explain escrow analysis, gave details of requirements of escrow accounts
Customer Service Representative
Aerotek/Parrallon
02.2015 - 11.2016
- Communicate information clearly and accurately
- Assist customers with inquiries and all pertinent information
- Deal tactfully and effectively with difficult customers
- Verify and add insurance plans
Service Associate Level3
Citibank
04.2007 - 08.2014
- Provided account balance, credit limit decrease/increase, reissue lost/stolen cards, dispute unauthorized charges, remove/add security blocks
- Travel Affluent Market (TAM) specialty call for elite Canadian clients
- Technical Support: password and user id resets, creating accounts online, navigation on the website
- Sales: balance transfers, credit monitoring services, lost wallet coverage, take payments and provide hardship services
Education
Diploma -
Robert E. Lee Senior High School
09.1996
Skills
- Call Center Experience (Inbound100 daily)
- Microsoft Office Expertise
- Problem Solving
- Multitasker
- Active Listener
- 40 WPM, Ten Key
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Payment processing
- Microsoft outlook
- Product knowledge
- Technical support
- Dispute resolution
- Customer education
- Product and service solutions
- Assertiveness
- Service upselling
- Product education
- Credit adjustments
- Building rapport
- De-escalation techniques
- Follow-up skills
- Call center operations
- Professional telephone demeanor
- Customer satisfaction measurement
- Data entry
- Critical thinking
- Active listening
- Customer service
Timeline
Customer Service Representative
E Team/EverBank
07.2024 - 12.2024
Member Service Representative
Navy Federal Credit Union
02.2023 - 01.2024
Customer Service Advocate
Florida Blue
03.2021 - 10.2022
Customer Service Specialist
Alluvion/TIAA Bank
10.2019 - 07.2020
Member Service Specialist
Aerotek/Vystar
02.2018 - 09.2019
Loan Servicing Specialist
LoanCare
12.2016 - 02.2018
Customer Service Representative
Aerotek/Parrallon
02.2015 - 11.2016
Service Associate Level3
Citibank
04.2007 - 08.2014
Diploma -
Robert E. Lee Senior High School