Catherine L. Contreras
Client Services
Mesa,AZ
Summary
Seeking a rewarding role where I can leverage my 25 years of providing fast, accurate and empathetic support to all clients. Dedicated and results driven to maintain and continue to achieve a 95 percent and above in my customer satisfaction rating.
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
14
14
years of professional experience
Work History
Client Services 11
Bank of America
01.2012 - 01.2024
- Assigned increased queue workload with higher level account review and resolution management needs
- Provide a personalized experience that starts with answering clients' questions as well as understanding client's unique needs
- Utilize resources and innovative technology to optimize the client experience and inform and educate clients on how to conduct transactions through our mobile application and online banking
- Process transactions accurately and efficiently to build client confidence and trust
- Be an advocate for clients by taking ownership, acting with empathy and connecting clients to solutions
- Advise solutions and analyze/resolve complex client problems through creative solutions
- Communicates effectively and confidently with all clients to make their financial lives better
- Effectively adapt to new information and technology platforms as business needs evolve
- Awarded Client Ambassador 8 months in 2023 due to being part of the top 10% performers for overall satisfaction score based on our voice's surveys
Dealer Relations
Original Footwear
01.2011 - 01.2012
- Processed client orders over the phone for merchandise and worked with shipping team to make sure items were sent out timely
- Assisted clients with inquiries regarding missing orders and defective merchandise
- Provided a personalized experience with each dealer to ensure they received the type of merchandise they needed
- Processed the return of defective merchandise and making sure they immediately received the replacement immediately
Customer Service Technician
Sonora Quest Labs
01.2010 - 01.2011
- Provided medical staff with patient test results to determine proper patient care
- Researched and verified patient test results were accurate prior to sending to medical staff
- Communicated effectively to ensure medical staff had the correct information regarding test results
Education
- Outstanding customer service, communication, and interpersonal skills.
- Detail oriented, great at showing empathy, patient, attention to detail, knowledgeable and able to work under minimum supervision.
Timeline
Client Services 11 - Bank of America
01.2012 - 01.2024
Dealer Relations - Original Footwear
01.2011 - 01.2012
Customer Service Technician - Sonora Quest Labs
01.2010 - 01.2011
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