Cassie Black
Surprise,AZ
Summary
Accomplished Customer Service Manager with a proven track record at TEK Systems, enhancing customer satisfaction through expert resolution of complex issues and effective team leadership. Skilled in financial literacy and exceptional communication, adept at multitasking and maintaining meticulous attention to detail. Demonstrates a strong ability to build client relationships and improve service delivery, achieving significant performance benchmarks.
Overview
3
3
years of professional experience
Work History
Online Banking Representative
USAA
Phoenix, Arizona
11.2023 - 06.2024
- Provided customer service to online banking users, including account inquiries, help with password resets, and troubleshooting technical issues
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance
- Assisted customers with resolving service-related issues
- Utilized problem solving techniques to quickly resolve escalated issues from customers
Customer Service Representative
Valor Global
Phoenix, Arizona
11.2022 - 11.2023
- Consulted with customers to resolve service and billing issues.
- Participated in daily huddles with team members to discuss common goals and objectives.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated customer accounts, addresses, and contact information within call management databases.
- Offered resolutions to de-escalate calls and solve customer issues.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Resolved customer inquiries, questions, and concerns to offer quality service, and meet performance benchmarks consistently.
Customer Service Manager
TEK Systems
Phoenix, Arizona
02.2021 - 11.2023
- Generated reports detailing key performance metrics related to customer service levels
- Researched complex banking issues in order to provide reliable solutions for customers
- Maintained high level of confidentiality when handling sensitive customer information
- Developed strong interpersonal communication skills while interacting with customers via phone, email, and live chat
- Maintained accurate records of customer accounts and transactions for audit purposes
- Collaborated with internal teams to ensure customer satisfaction goals were met or exceeded
- Advised customers on financial products available through the bank's website such as credit cards and investment options
- Coached and provided feedback to staff to improve performance and achieve company objectives
- Managed customer service staff by communicating expectations and monitoring and analyzing results
- Conducted regular performance reviews and provided coaching and feedback to staff members
Education
Bachelor of Science - Health Administration
University of Phoenix
Tempe, AZ01-2028
High School Diploma -
Kellis High
PhoenixSkills
- Client relationship building
- Financial literacy
- Multitasking
- Problem-solving
- Attention to detail
- Organizational skills
- Excellent communication
- Time management abilities
- High call volume
- 50 WPM Typing
References
References available upon request
Timeline
Online Banking Representative
USAA
11.2023 - 06.2024
Customer Service Representative
Valor Global
11.2022 - 11.2023
Customer Service Manager
TEK Systems
02.2021 - 11.2023
Bachelor of Science - Health Administration
University of Phoenix
High School Diploma -
Kellis High
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