Arleyne Hoffman
Ahoskie,NC
Summary
Qualified Customer Service Representative offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions. Utilizes a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Overview
7
7
years of professional experience
Work History
Client Service Representative
Bank of America
Charlotte , NC
05.2012 - 08.2013
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Described product to customers and accurately explained details and care of merchandise.
- Provided an elevated customer experience to generate a loyal clientèle.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Scored in top 10% of employees in successful resolution of issues
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Served as the main liaison between customers, management and sales team.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Directed calls to appropriate individuals and departments.
- Asked open-ended questions to assess customer needs.
- Learned, referenced and applied product knowledge information.
Client Services Representative
Acclaris Inc
Tampa, FL
03.2011 - 05.2012
- Audited financial services clients, including banks and asset management companies.
- Continually maintained and improved the company's reputation and positive image in the markets served.
- Encouraged creative thinking, problem solving, and empowerment as part of the facility management group to improve morale and teamwork.
- Reviewed customer survey information to prioritize areas of improvement.
- Routinely collaborated with department managers to correct problems and improve services.
- Investigated, provided and submitted information to Quality Department about special incidents, events and complaints.
- Assisted in resolving and satisfying client requests and internal operational issues.
- Identified process improvements in the day-to-day functioning of the department.
- Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
Client/Customer Service Representative
JP Morgan Chase
Tampa, FL
09.2006 - 03.2011
- Defused volatile customer situations calmly and courteously.
- Identified chronic customer issues by creating and maintaining customer complaint log.
- Addressed and resolved customer product complaints empathetically and professionally.
- Gathered and verified all required customer information for tracking purposes.
- Accurately documented, researched and resolved customer service issues.
- Mastery of customer service management systems and databases.
- Referred unresolved customer grievances to designated departments for further investigation.
- Acted professionally and patiently when addressing negative customer feedback.
- Effectively managed a high-volume of inbound and outbound customer calls.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Education
Associate of Arts - Enterprise Development
Eastern Oklahoma State College
Wilburton Oklahoma2012
Skills
- Talented client relations manager
- Skilled in call center operations
- Multi-line phone operation proficiency
- Strong problem solving aptitude
- Exceptional workflow management
- Adheres to customer service procedures
- Avaya Software knowledge
- Customer interface expertise
Accomplishments
- Recipient of "Silver Award" in September 2012.
- Recipient of "Silver Award" in May 2013.
Timeline
Client Service Representative
Bank of America
05.2012 - 08.2013
Client Services Representative
Acclaris Inc
03.2011 - 05.2012
Client/Customer Service Representative
JP Morgan Chase
09.2006 - 03.2011
Associate of Arts - Enterprise Development
Eastern Oklahoma State College