Bianca Young
Valdosta,GA
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Bank Of America
Valdosta, GA
01.2022 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Credit Card Collection Agent
Bank Of America
Valdosta, GA
11.2020 - 01.2022
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Achieved performance goals on consistent basis.
- Maintained high volume of calls and met demands of busy and productive group.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Relationship Banker
Bank Of America
Valdosta, GA
10.2018 - 11.2020
- Worked with clients to address and respond to client and partnership management issues.
- Processed customer requests for statements, ordering additional checks and updating customer personal information in database.
- Developed weekly summaries to assess each client's participation level and determine targets for follow-up plans.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Presented new and additional products and services to existing customers.
Teller
SunTrust
Valdosta, GA
09.2018 - 10.2020
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
Certified Trainer
Perkins Family Restaurant
Tampa, FL
07.2010 - 05.2018
- Planned and implemented courses of instruction accounting for individual strengths and final objectives.
- Adhered to class plan and deadline-oriented training schedule.
- Documented attendance, participation and progress.
- Maintained organization of documents, materials and equipment.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Shift Leader
Perkins Family Restaurant
Tampa, FL
07.2009 - 05.2018
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
Education
Associates - Education
Hillsborough Community College
Tampa, FL05.2018
High School Diploma -
Freedom High School
Tampa, FL05.2008
Skills
- Efficient and Detail-Oriented
- Customer Data Confidentiality
- Customer Account Management
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
- Call Documentation
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Consulting Supervisors
- Microsoft Exchange
- Inbound and Outbound Calling
- Computer Proficiency
Timeline
Customer Service Representative
Bank Of America
01.2022 - Current
Credit Card Collection Agent
Bank Of America
11.2020 - 01.2022
Relationship Banker
Bank Of America
10.2018 - 11.2020
Teller
SunTrust
09.2018 - 10.2020
Certified Trainer
Perkins Family Restaurant
07.2010 - 05.2018
Shift Leader
Perkins Family Restaurant
07.2009 - 05.2018
Associates - Education
Hillsborough Community College
High School Diploma -
Freedom High School
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