Bachelor of Science - Marketing
Southern New Hampshire University
Hooksett, NH05.2025
Cayla Coichy
New York,NY
Summary
Energetic Customer Service Representative who works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.
Education
Associate of Applied Science - Marketing
Westchester Community College
Valhalla, NY12.2023
No Degree - Computer Science
University At Buffalo
Amherst, NY05.2021
High School Diploma -
Nyack Senior High School
Nyack, NY06.2017
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
Remote Customer Service Specialist
Cartus Relocation/Cowork Staffing
11.2022 - 11.2023
Banking Customer Service Representative
Rockland Federal Credit Union
09.2020 - 08.2023
Bachelor of Science - Marketing
Southern New Hampshire University
Associate of Applied Science - Marketing
Westchester Community College
No Degree - Computer Science
University At Buffalo
High School Diploma -
Nyack Senior High School
Skills
- Time-Management
- Account Management
- Processing Payments
- MS Office (Word, Outlook, Excel, etc)
- Organization/Planning
- Call Center Experience
- Interpersonal Skills
- De-escalation Techniques
- Cross-functional Collaboration
- Attention to Detail
- Customer Focused
- Customer Retention Strategies
Work History
Remote Customer Service Specialist
Cartus Relocation/Cowork Staffing
11.2022 - 11.2023
- Identify risks to client success and aggressively/proactively engage client whenever identified retention issue arises.
- Uses applicable system tools and resources to produce quality letters and spreadsheets
- Triages resulting in rework to appropriate staff.
- Outlined appropriate processes and procedures to fulfill and complete inquiries.
- Evaluated source documents to locate information needed for each data entry field.
- Was consistently in the top 10% regarding accuracy and quantity of work completed.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer service inquiries and problems via telephone, internet or written correspondence.
- Investigated and resolved customer inquiries and complaints quickly.
- Handled responsibilities of contacting customers and providing follow-up information on various billing and technical issues.
- Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
- Make outbound calls to customers for issue resolution confirmation, sales, and service satisfaction confirmation.
- Utilize extensive technical systems and problem-solving skills to quickly and accurately provide customer support.
- Receive incoming phone calls, clerical work, business-to-business sales.
Banking Customer Service Representative
Rockland Federal Credit Union
09.2020 - 08.2023
- Built, strengthened, and maintained customer relationships by leveraging excellent interpersonal and communication skills.
- Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Managed invoicing and payment processing operations.
- Answered over 80 telephone calls per day inquiries on checking and savings accounts, transaction history, service charges, loans, and lines of credit daily.
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Taking accountability to fully understand member’s needs by building trusting and caring relationships with members.
- Cultivated customer loyalty, promoted repeat business, and improved sales.
- Assisted treasury in verifying accuracy of billing data and corrected discrepancies.
- Handled account payments and provided information regarding outstanding balances.
- Monitored outstanding invoices and performed collections duties.
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Participated in continuous training and development activities as required in the Sales Professional Development Program.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers in person and remotely. Includes, Internet Banking, VISA Credit Cards, Wires, ACH, Remote Deposit, and Banking Accounts.
- Educated customers about available services, products and bank resources
Overview
3
3
years of professional experience
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