Carmen Cunningham
Customer Service Specialist
Milwaukee,WI
Summary
Experienced with providing top-tier customer service in business settings. Utilizes strong communication skills to resolve customer inquiries efficiently. Track record of maintaining high customer satisfaction through problem-solving and relationship building.
Overview
13
13
years of professional experience
Work History
Business Customer Service Representative
Argus Staffing Agency (American Express)
10.2023 - Current
- Championed a customer-first mindset within the team, fostering a culture of empathy and understanding towards our clients' needs
- Implemented customer feedback initiatives that led to improved product offerings and enhanced overall user experience
- Managed high call volume while maintaining excellent rapport with customers, consistently receiving positive feedback for professionalism and service quality
- Achieved success in up-selling and cross-selling relevant products and services to meet customers' evolving business needs
- Educated customers about billing, payment processing and support policies and procedures
Customer Service Representative
Digital Risk Mortgage Services
12.2018 - 08.2023
- Navigated complex customer accounts, identifying areas where additional support or product offerings could benefit the client''s operations.
- Resolved customer complaints effectively by providing timely solutions tailored to individual needs, preserving professional relationships.
- Monitored industry trends and market fluctuations, providing valuable insights to the team for better decision-making on mortgage product offerings.
- Managed a diverse portfolio of clients while consistently meeting deadlines for various stages within the loan application process.
- Maintained up-to-date knowledge on regulations governing the mortgage industry, ensuring compliance throughout daily operations.
Business Customer Service Representative
AT&T
04.2016 - 11.2018
- Developed strong relationships with key business clients, fostering loyalty and increasing account retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Retention Specialist
Time Warner Cable
02.2014 - 04.2016
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
Branch Manager
Guaranty Bank
01.2012 - 02.2014
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Maintained friendly and professional customer interactions.
- Increased branch profitability by implementing cost-saving measures and streamlining operational processes.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
Education
High School Diploma -
Rufus King International School - High School
Milwaukee, WI 05.2001 -
Skills
Customer service
Complaint handling
Organizational skills
Relationship building
Problem-solving aptitude
Account management
Conflict resolution
Sales
Teamwork and collaboration
Microsoft office
Multitasking
Timeline
Business Customer Service Representative
Argus Staffing Agency (American Express)
10.2023 - Current
Customer Service Representative
Digital Risk Mortgage Services
12.2018 - 08.2023
Business Customer Service Representative
AT&T
04.2016 - 11.2018
Retention Specialist
Time Warner Cable
02.2014 - 04.2016
Branch Manager
Guaranty Bank
01.2012 - 02.2014
High School Diploma -
Rufus King International School - High School
05.2001 -