Brooke Bloomberg
Otsego
Summary
Results-driven customer service representative experience with expertise in resolving complaints and improving customer experiences. Proficient in employing de-escalation techniques and critical thinking to address complex issues, ensuring compliance and fostering client loyalty. Learns quickly and can adapt to different environments and job profiles when needed.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
PNC Bank
Kalamazoo, MI
05.2020 - 09.2021
- Resolved customer complaints efficiently through active listening and problem-solving techniques.
- Assisted customers with account inquiries, transaction issues, and product information.
- Educated clients on banking products to enhance their financial literacy and service experience.
- Collaborated with team members to streamline workflows for improved service delivery.
- Maintained up-to-date knowledge of bank policies and procedures to ensure compliance and accuracy.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed high-volume inbound calls, providing prompt and accurate responses to customer inquiries.
Manufacturing Operator
Thermo Fisher
Kalamazoo, MI
01.2019 - 07.2019
- Operated manufacturing equipment to ensure efficient production processes.
- Conducted quality inspections to maintain product standards and compliance.
- Assisted in training new operators on safety protocols and operational procedures.
- Collaborated with team members to troubleshoot equipment issues and optimize workflows.
- Adhered strictly to safety guidelines, contributing to a safe work environment for all personnel.
- Collaborated with Quality Assurance teams in conducting regular inspections of finished products, ensuring all items met established quality standards.
- Collaborated with other departments to optimize production workflows.
Banker and Teller
PNC Bank
Kalamazoo, MI
07.2015 - 12.2018
- Led financial advisory sessions for clients, enhancing their understanding of banking products and services.
- Analyzed customer financial data to provide tailored solutions, resulting in increased product uptake.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Educated customers on features and benefits of banking products and services.
- Collaborated with team members to consistently meet or exceed branch sales targets and objectives.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
- Processed customer transactions accurately and efficiently, ensuring compliance with financial regulations.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
Cashier
OfficeMax
Kalamazoo, MI
11.2014 - 07.2015
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Managed cash drawer, ensuring balanced funds at start and end of shifts.
- Assisted customers with product inquiries, enhancing overall shopping experience.
- Trained new team members on operational procedures and customer service standards.
- Greeted customers entering store and responded promptly to customer needs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Education
No Degree - Psychology And Sociology
Western Michigan University
Kalamazoo, MIAssociate of Arts - General Education And Psychology
Southwestern Michigan College
Dowagiac, MI05-2014
No Degree - Psychology And Sociology
Kalamazoo Valley Community College
Kalamazoo, MIHigh School Diploma -
Lakeshore High School
Stevensville, MI2011
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Professional telephone demeanor
- Appointment scheduling
- De-escalation techniques
- Product sales
- Recordkeeping strengths
- Account management
- Delivery scheduling
Timeline
Customer Service Representative
PNC Bank
05.2020 - 09.2021
Manufacturing Operator
Thermo Fisher
01.2019 - 07.2019
Banker and Teller
PNC Bank
07.2015 - 12.2018
Cashier
OfficeMax
11.2014 - 07.2015
No Degree - Psychology And Sociology
Western Michigan University
Associate of Arts - General Education And Psychology
Southwestern Michigan College
No Degree - Psychology And Sociology
Kalamazoo Valley Community College
High School Diploma -
Lakeshore High School