Carrissa Smith
Client Services
Avondale,AZ
Summary
Dynamic Customer Service Supervisor with a proven track record at Bank of America, excelling in complaint resolution and team leadership. Expert in training development and performance evaluation, fostering a culture of excellence. Recognized for enhancing customer retention through effective communication and innovative problem-solving strategies.
Overview
19
19
years of professional experience
Work History
Customer Service Supervisor
Bank of America
10.2017 - 05.2025
- Coached employees through day-to-day work and complex problems.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Researched and corrected customer concerns to promote company loyalty.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Lead
Bank of America
04.2009 - 10.2017
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Reviewed associate performance to identify training needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative
Bank of America
05.2006 - 04.2009
- Responded to customer requests for products, services, and company information.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
High School Diploma -
James Madison High School
Claremont, CASkills
- Employee schedule management
- Complaint resolution
- Complaint handling
- Goal setting
- Training development
- Performance evaluation
- QA
- Team leadership
- Call monitoring
- Performance evaluations
- Verbal and written communication
Timeline
Customer Service Supervisor
Bank of America
10.2017 - 05.2025
Customer Service Lead
Bank of America
04.2009 - 10.2017
Customer Service Representative
Bank of America
05.2006 - 04.2009
High School Diploma -
James Madison High School