Carla Piazza
Wilkes-Barre,PA
Summary
Driven professional with expertise in building relationships and retaining customers. Successful analyzing accounts and current packages in order to propose updates and correct problems. Good communication, multitasking and planning abilities. Veteran professional dedicated to team and business success. Knowledgeable about optimizing procedures and de-escalating challenging situations with a calm and professional approach. Analytical and detail-oriented with a demonstrated record of accomplishment in meeting goals.
Overview
23
23
years of professional experience
Work History
Appointment Scheduling Specialist
Prime Inc
Pittston, PA
12.2021 - 03.2022
- Balanced employee availability, customer schedules and maximum load levels when scheduling appointments for large logistics company.
- Respond to inquiries regarding pick up and delivery appointments including status and rescheduling as necessary.
- Established and maintained client rapport by utilizing quality customer service.
- Addressed client inquiries and updated database information.
- Scheduled on average, 400 appointments per week.
Customer Service Advocate
Cigna Healthcare
Moosic, PA
02.2021 - 12.2021
- Promoted customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Answered questions regarding claims for both members and providers, sending claims for adjustments when needed.
- Assisted new and existing members with information and guidance regarding open enrollment of benefits.
- Consistently achieved perfect scores with audits/quality assurance monitors
- Increased customer satisfaction with superior customer service through listening, communication and problem resolution.
Universal Banker
Citizens Bank
Wilkes Barre, Pa
01.2019 - 08.2020
- Selling products and services to new and existing personal and business customers, including checking, savings, certificates of deposit and credit cards.
- Submitting applications for home equity products, student loans, personal loans as well as referrals for mortgages, business products and wealth management services.
- Service and perform maintenance on existing accounts.
- Operating cash drawer on teller line.
- Assist with day to day branch operations.
- Migrated customers to self service options such as online/mobile banking and atm.
- Upheld strict financial controls by keeping funds secure and accurately transferring funds.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
- Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
- Evaluated client financial positions and identified most appropriate banking products.
- Sold, upsold and cross-sold products to bank customers to achieve revenue targets.
- Completed routine teller tasks with high accuracy, including transfers, deposits and bill payments.
- Helped customers understand and use technical tools such as online/mobile banking.
- Completed special procedures for customers such as ordering new checks, stopping payments and atm debit card maintenance.
- Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
- Loaded consumer loan applications into Appworks program.
- Interviewed borrowers to collect loan application information.
- Helped applicants complete documents and reviewed all paperwork for discrepancies.
Escalations Center of Excellence Sr Cust Svc Assoc
Bank of America
Moosic, Pa
07.2011 - 04.2018
- Provided customer service to both internal and well as external customers involving but not limited to small business accounts, consumer deposit accounts and certificates of deposit.
- Answered customer inquiries and addressed problems and complaints with immediate resolution in most cases.
- Helped customers with choosing products and services that best fit their needs.
- Shared benefits of new banking technology and provided online banking technical support.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Cross-trained in different internal databases and service positions to help team members meet coverage demands.
Credit Card Customer Service Representative
Bank Of America
Moosic, PA
03.2008 - 07.2011
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 98%.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Met all customer call guidelines including service levels, handle time and productivity.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Recognized as fraud detection expert.
Small Business Specialist
Bank Of America
Moosic, PA
02.2000 - 03.2008
- Developed customized solutions for deposit, lending and other products for small business customers.
- Serviced existing small business checking, savings, retirement and loan products with extensive knowledge of each product and or service.
- Selected as part of special commercial loan help desk team to assist banking center associates with customer inquiries and maintenance.
- Opened new accounts and enrolled in companion products/services for existing small business customers.
- Handled over 50 calls per day.
- Consistently exceeded sales goals by 10% on average.
Customer Service Associate
Bank Of America
Moosic, PA
02.1998 - 02.2000
- Provided primary customer support to internal and external customers in fast-paced environment.
- Worked with other customer support teams to develop consistent and equal high-quality levels of support.
- Utilized basic sales strategy to engage customers and present solutions to suit individual needs.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Utilized exceptional communication to connect with customers, assess needs and present solutions.
- Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs.
- Consistently met all call metrics, handling in excess of 100 calls daily.
Education
Internet Technology
ITT Technical Institute
Dunmore, PaHealth and Recreation Management
Luzerne County Community College
Nanticoke, PASkills
- Over 20 years in customer service industry
- Proficient in multiple computer applications
- Creative problem solver, excellent communication skills,
- Results oriented
- Ability To Multitask
- MS Office
- Ability To Work Independently
- Analytical Skills
- Educating clients
- Cross-selling expertise
- Meeting and exceeding sales goals
- Highly professional
- Policy understanding
- People-oriented
- Community involvement
Timeline
Appointment Scheduling Specialist
Prime Inc
12.2021 - 03.2022
Customer Service Advocate
Cigna Healthcare
02.2021 - 12.2021
Universal Banker
Citizens Bank
01.2019 - 08.2020
Escalations Center of Excellence Sr Cust Svc Assoc
Bank of America
07.2011 - 04.2018
Credit Card Customer Service Representative
Bank Of America
03.2008 - 07.2011
Small Business Specialist
Bank Of America
02.2000 - 03.2008
Customer Service Associate
Bank Of America
02.1998 - 02.2000
Internet Technology
ITT Technical Institute
Health and Recreation Management
Luzerne County Community College