Brookie Dalka
Delbarton,WV
Summary
Dynamic customer service professional with extensive experience at Qualfone, excelling in active listening and critical thinking. Proven track record of enhancing customer satisfaction through effective issue resolution and data entry skills. Recognized for fostering strong client relationships and maintaining high service standards in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Qualfone
04.2013 - 08.2016
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Utilized customer relationship management software to document interactions and track service requests.
- Collaborated with team members to enhance service delivery and improve customer satisfaction levels.
- Adapted quickly to new processes and procedures, ensuring seamless transitions during system updates.
- Managed high call volumes while maintaining professionalism and a positive attitude in all interactions.
- Addressed customer complaints promptly, escalating unresolved issues to appropriate departments when necessary.
- Participated in training sessions to enhance skills in conflict resolution and effective communication techniques.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Bank Teller
American West
Coeur D'Alene, ID
04.2012 - 05.2013
- Processed customer transactions accurately and efficiently
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Balanced cash drawers daily, ensuring accuracy in transaction records and cash flow.
- Assisted customers with account inquiries, fostering strong relationships through effective communication.
- Trained new tellers on operational procedures and customer service protocols, enhancing team performance.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Counted and packaged currency and coins.
Service Representative
Social Security Adminstration
Beckley, WV
10.2010 - 02.2012
- Assisted clients with inquiries regarding benefits and services, ensuring clarity and understanding.
- Processed applications and appeals accurately, adhering to established guidelines and timelines.
- Utilized case management software to track client information and service requests efficiently.
- Responded to client correspondence, providing timely resolutions to issues raised through various communication channels.
- Maintained up-to-date knowledge of policy changes, ensuring compliance in all client interactions.
- Collaborated with team members to improve service delivery processes and enhance client satisfaction levels.
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than Number customers each day.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
Teller
City National Bank
Williamson, WV
06.2008 - 10.2010
- Processed customer transactions accurately and efficiently.
- Assisted customers with account inquiries and service requests.
- Maintained cash drawer accuracy and balanced daily transactions.
- Promoted banking products to enhance
Bookkeeping/ Operations
First National Bank of Williamson
Williamson, WV
04.2000 - 01.2008
- Coached junior staff members on best practices in bookkeeping operations, fostering a culture of continuous improvement within the department.
- Kept bookkeeping operations in full compliance with legal statutes.
- Worked with customer checkbooks with attention to accounts receivable, accounts payable, banking reconciliation,
- Assisted in the planning and execution of large-scale technology rollouts, ensuring seamless integration into existing systems while minimizing disruptions to daily operations.
Teller
Matewan National Bank / Bb&t
Williamson, WV
05.1996 - 04.2000
- Processed customer transactions accurately and efficiently.
- Assisted customers with account inquiries and service requests.
- Maintained cash drawer accuracy and balanced daily transactions.
- Promoted banking products to enhance customer engagement.
Education
High School Diploma - Accounting And Finance
Burch High
Delbarton, WV06.1991
Banking And Finance
Southern West Virginia Community College
Williamson, WVSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Qualfone
04.2013 - 08.2016
Bank Teller
American West
04.2012 - 05.2013
Service Representative
Social Security Adminstration
10.2010 - 02.2012
Teller
City National Bank
06.2008 - 10.2010
Bookkeeping/ Operations
First National Bank of Williamson
04.2000 - 01.2008
Teller
Matewan National Bank / Bb&t
05.1996 - 04.2000
High School Diploma - Accounting And Finance
Burch High
Banking And Finance
Southern West Virginia Community College