Summary
Overview
Work History
Education
Skills
Timeline
Generic

Breona Banks

Kansas City,MO

Summary

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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in the customer support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Charter Communications / Spectrum
06.2017 - Current
  • Reviewed customer data to assess current issues and determine potential solutions
  • Consulted with customers to determine best methods to resolve service and billing issues
  • Cultivated strong value-added relationships with customers by delivering product knowledge to drive business development
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Reviewed account and service histories to identify trends and issues
  • Consistently responded to customer service emails within standard window for optimal response
  • Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support
  • Assisted in technical support process refinement to improve customer service and support
  • Documented repair processes and helped streamline procedures for future technical support actions
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
  • Working with mobile devices activations and repairs and also acct management and billing.

Fraud Support Specialist

U.S. Bank
08.2023 - 08.2024
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
  • Streamlined the process for handling disputed transactions, resulting in faster resolutions and improved customer experience.
  • Maintained up-to-date knowledge of industry best practices and regulatory requirements, ensuring compliance at all times.
  • Spearheaded efforts to update internal procedures for handling debit card fraud cases, enhancing overall effectiveness of the team''s operations.
  • Conducted thorough reviews of flagged transactions, minimizing false positives and maintaining client trust.
  • Effectively communicated with customers during sensitive situations involving personal financial information and potential loss.
  • Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
  • Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
  • Reviewed transactions and receipts to identify any suspicious activity.

Emergency Dispatch Operator/customer Service Rep

Tyco Integrated Security
07.2015 - 06.2017
  • As an emergency dispatch operator and customer service rep, I helped take care of all of the customers wants and needs
  • Provided accurate and appropriate information in response to customer inquiries
  • Addressed customer service inquiries in a timely and accurate fashion
  • Maintained up-to-date records at all times
  • Developed effective relationships with all call center departments through clear communication
  • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction
  • Formulated and enforced Service Center policies, procedures and quality assurance measures
  • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

Customer Service Manager

Wal-mart
10.2012 - 07.2015
  • As a customer service manager, I effectively communicated with team members to maintain clearly defined expectations
  • Resolved customer questions, issues, and complaints
  • Recommended changes to existing methods to increase the accuracy, efficiency, and responsiveness of the customer service department.

Front Line Manager

Gates BAR-B-Q
02.2010 - 10.2013
  • As a front line manager, I improved service quality and increased sales by developing a strong knowledge of the company's products and services
  • As well as customer and employee problem solving.

Retail Associate

04.2012 - 01.2013
  • As a retail associate, I helped customers with their wants and needs by providing quality customer service and meeting customers' expectations or higher.

Education

Pharmacy

Concorde Career College
Kansas City, MO

High School Diploma -

Delasalle Charter School
Kansas City, MO
05.2011

Skills

  • Customer Service
  • Customer Care
  • Call Center
  • CSR
  • Customer Support
  • Bank fraud
  • Telecommunication
  • Pharmacy technician experience
  • Software troubleshooting
  • Dispatching
  • Technical support
  • Help desk
  • Process Improvement
  • Troubleshooting
  • Microsoft Windows
  • Computer Networking
  • Network Support
  • High customer service standards, Courteous demeanor, Dedicated to process improvement, Energetic work attitude, Conflict resolution proficiency, Inbound and outbound calling, Devoted to data integrity, Credit card payment processing, Troubleshooting skills, Team leadership, Telecommunications knowledge, Technologically savvy, Strong organizational skills, Organizational strengths, Active listening skills, Call center experience, Seasoned in conflict resolution, Adaptive team player, Sharp problem solver

Timeline

Fraud Support Specialist

U.S. Bank
08.2023 - 08.2024

Customer Service Representative

Charter Communications / Spectrum
06.2017 - Current

Emergency Dispatch Operator/customer Service Rep

Tyco Integrated Security
07.2015 - 06.2017

Customer Service Manager

Wal-mart
10.2012 - 07.2015

Retail Associate

04.2012 - 01.2013

Front Line Manager

Gates BAR-B-Q
02.2010 - 10.2013

Pharmacy

Concorde Career College

High School Diploma -

Delasalle Charter School
Breona Banks