Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ashanti Conover

Philadelphia,PA

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Banking Customer Service Representative

Discover Bank, Member FDIC
10.2023 - Current
  • Conducted research into customer questions or problems using available resources.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Received telephone calls from customers regarding their accounts or services provided by the bank.
  • Assisted customers with online banking setup and troubleshooting issues associated with digital banking platforms.
  • Resolved customer complaints or escalated them to the appropriate personnel as needed.
  • Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
  • Informed customers about new products or services available through the bank.
  • Answered incoming phone calls and directed callers to appropriate departments and personnel.
  • Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
  • Selected for a special project with the Student Loans Department.
  • Obtained scanned records and uploaded into company databases.
  • Maintained database by entering new and updated customer and account information.
  • Compiled data from source documents prior to data entry.
  • Maintained data entry requirements by following data program techniques and procedures.

CUSTOMER SERVICE REPRESENTATIVE

M&T Bank
01.2023 - 06.2023
  • Identify and/or address the needs by first using appropriate identification methods, and then provide information.
  • Research customer complaints or problems related to their accounts or bank services, and resolve them in a timely and accurate manner.
  • Escalate complex problems as appropriate to ensure their resolution.
  • Identify risk-related issues needing escalation to management
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Promoted available products and services to customers during service, account management and order calls.
  • Resolved customer complaints or escalated them to the appropriate personnel as needed.
  • Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
  • Informed customers about new products or services available through the bank.
  • Answered incoming phone calls and directed callers to appropriate departments and personnel.
  • Maintained detailed logs of finished and in-progress data entry projects to identify areas of improvement and increase productivity.
  • Assisted customers with online banking setup and troubleshooting issues associated with digital banking platforms.

Associate

Bath & Body Works
11.2020 - 01.2022
  • Acknowledge and greet all guests.
  • Demonstrating Bath & Body Works merchandise.
  • Assist and service customers by providing exceptional guest service while maintaining awareness on the sales floor.
  • Processed payments, and if needed, returns for customers.
  • Arranged and displayed merchandise to promote sales.
  • Managed inventory levels by monitoring stock levels regularly.
  • Described merchandise and explained use, operation and care.
  • Maintained an up-to-date knowledge of all beauty products available for sale.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Drove and exceeded sales goals by providing personalized beauty experience based on customer needs.
  • Educated customers about the proper use of cosmetics, fragrances and other beauty items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Attended product training sessions to stay updated on new products and trends in the industry.
  • Demonstrated how to apply makeup, including eyeshadow, eyeliner, mascara, blush and lipstick.
  • Completed day-to-day duties accurately and efficiently.

Beauty Advisor

Ulta Beauty
, PA
11.2019 - 02.2021
  • Assist and service customers by providing exceptional guest service while maintaining awareness on the sales floor.
  • Processed payments, and if needed, returns for customers.
  • Ticketed, arranged and displayed merchandise to promote sales.
  • Managed inventory levels by monitoring stock levels regularly.
  • Described merchandise and explained use, operation and care.
  • Greeted customers to determine wants or needs.
  • Maintained an up-to-date knowledge of all beauty products available for sale.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Drove and exceeded sales goals by providing personalized beauty experience based on customer needs.
  • Educated customers about the proper use of cosmetics, fragrances and other beauty items.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Watched for and recognized security risks and thefts to prevent or handle situations.
  • Attended product training sessions to stay updated on new products and trends in the industry.
  • Demonstrated how to apply makeup, including eyeshadow, eyeliner, mascara, blush and lipstick.
  • Completed day-to-day duties accurately and efficiently.

Third Key Holder

Claires
08.2017 - 10.2019
  • Assisted the Store Manager with the achievement of retail store targets.
  • Open and close the store; used equations to calculate daily and weekly store sales and progress.
  • Responsible for ensuring that the store trades safely and legally.
  • Executes additional tasks directed by management.
  • Asked open-ended questions to learn about customers' needs and escorted to merchandise locations.
  • Promoted service and selling culture to exceed customer expectations and build loyal consumer relationships.
  • Verified that all merchandise was properly tagged, priced, and displayed on shelves or racks.
  • Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
  • Monitored cash register transactions to ensure accuracy of payments received from customers.
  • Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
  • Assisted customers with product selection, payment processing, returns, and exchanges.
  • Used Point of Sale register system to complete transactions.
  • Prepared detailed reports regarding sales performance, operational issues, customer feedback.
  • Conducted regular audits of sales floor displays to ensure compliance with visual merchandising standards.
  • Participated in promotional activities such as discounts or special offers to attract more customers.

Education

Bachelor of Science - Criminal Justice Administration

Central Penn College
Enola
06-2021

High School Diploma -

Hardy Williams Mastery Charter School
Philadelphia, PA
06-2016

Skills

  • Customer service
  • Phone Etiquette
  • Conflict Resolution
  • Processing transactions
  • Relationship building
  • Data entry
  • Product promotion
  • Risk assessment
  • Problem solving
  • Research skills
  • Inbound call answering
  • Customer education
  • Verbal and written communication
  • Call documentation
  • Multitasking capacity
  • Customer relationship management

References

References available upon request.

Timeline

Banking Customer Service Representative

Discover Bank, Member FDIC
10.2023 - Current

CUSTOMER SERVICE REPRESENTATIVE

M&T Bank
01.2023 - 06.2023

Associate

Bath & Body Works
11.2020 - 01.2022

Beauty Advisor

Ulta Beauty
11.2019 - 02.2021

Third Key Holder

Claires
08.2017 - 10.2019

Bachelor of Science - Criminal Justice Administration

Central Penn College

High School Diploma -

Hardy Williams Mastery Charter School

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Ashanti Conover