ARUAVIUS SHERMAN
Sandy Springs
Summary
A multifaceted professional committed to generating new business and maintaining good relationships with clients. Meticulous and diligent professional offering years of monitoring account performance, analyzing business performance and assisting clients/stakeholders by providing resolutions to account issues, innovating processes for efficiency and interpreting data to discover patterns, trends and areas of improvement.
Overview
4
4
years of professional experience
Work History
Customer Assistance Specialist
TMCC (Toyota Financial Services)
01.2023 - Current
- Speak to multiple customers daily in order to partner with them and negotiate a plan of action to bring their accounts current and resolve delinquency
- Analyze account details to educate customers on their account status, ramifications they may be facing and probing in order to discover opportunities that can be used to improve their account
- Maintaining a high success rate of curing accounts and getting customers out of collections
- Maintaining a high level of professionalism and communication
- Utilizing multiple systems to effectively perform job tasks
Customer Assistance SBS and FLDP (Volunteer Experience)
01.2023 - Current
- Assisted new hires with learning the job role and best practices to ensure success
- Worked with the credit analysts apart of the FLDP to help give a closer look into the collections process and the accounts we see on a day-to-day basis and provided feedback on how to partner with the customers and showing how the accounts customers have could impact their experience with TFS
- Assisted within the Training Bay of new hires in Customer Assistance where I observed live calls in a side by side setting and provided live feedback to help agents succeed
- Participated in various focus groups within the company held to find opportunities for growth and development of better practices for clients and employees alike
OJT Coach
Bank of America
01.2023 - 05.2023
- Created and presented lesson plans
- Maintained awareness and implementation of proper business practices
- Held one on one meetings to breakdown the analysis of agents' call handling abilities
- Debriefed workday progress and managed employee concerns/suggestions
- Maintained fluent communication with employees to better assist as well as observe changes that could be made in real time
- Provided agents with all information at my disposal to help them become self sufficient and confident in their knowledge of their job role/responsibilities
Senior Client Advocate
Bank of America
01.2022 - 05.2023
- Resolved team support issues with efficient approach to keep call center operating smoothly and improve customer satisfaction
- Accepted call takeover requests from representatives who needed assistance with de escalating calls and proceeded to rectify the situation therefore increasing customer retention
- Led banking tasks, business administration and financial decision making to ensure first class services
- Mentored customer service agents and facilitated a nurturing environment where they excelled through encouragement and empowerment
- Assisted agents with client facing by being available to answer questions efficiently through chat
Customer Service Representative
Bank of America
01.2021 - 01.2022
- Maintain 93% 1st call resolution and customer satisfaction rate by leveraging excellent communication and phone etiquette skills to respond to inquiries on billing and product issues from 100+ clients daily
- Amplify brand image by maintaining professional working relationships with A-list clients and exhibiting high professionalism and etiquette when handling customer complaints and negative feedback
- Facilitate the effortless retrieval of customer files and documents by utilizing the company's filing system to maintain and update customer files
- Increase customer loyalty and retention by leading client education on available products/services and benefits, supporting organizational marketing efforts
- Identify consumer behavior during interactions with bank customers to inform decision-making for management marketing strategies and enhance service delivery, achieving the highest-ranking highest customer satisfaction rates month after month
Education
BACHELOR'S DEGREE - Business Administration, Business Management, Marketing
Georgia Southern University
Statesboro, GA05-2020
Skills
- Data Analysis
- Process Improvement
- Complaint handling
- Records and Information Management
- Complaint resolution
- Customer Service
- Scheduling
- Budgeting and Planning
- Account updating
- Client Support
- Problem Solving
- Time Management
- Innovation
- Interpersonal Skills/Negotiation
Timeline
Customer Assistance Specialist
TMCC (Toyota Financial Services)
01.2023 - Current
Customer Assistance SBS and FLDP (Volunteer Experience)
01.2023 - Current
OJT Coach
Bank of America
01.2023 - 05.2023
Senior Client Advocate
Bank of America
01.2022 - 05.2023
Customer Service Representative
Bank of America
01.2021 - 01.2022
BACHELOR'S DEGREE - Business Administration, Business Management, Marketing
Georgia Southern University
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