Cearah Dumas
Contact Center Representative
Buffalo,NY
Summary
Customer-focused professional with proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts. Hardworking professional with experience in office operations, administrative support, and customer service. Highly organized and self-motivated with excellent interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines.
Overview
9
9
years of professional experience
Work History
Contact Center Representative
M & T Bank
Amherst, NY
10.2024 - Current
- Educated customers on features and benefits of products or services.
- Processed returns and refunds according to company policies.
- Assisted customers with order placement and payment processing.
- Performed troubleshooting and problem solving for customer issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
Customer Service Representative
Capital Management Services
Buffalo, NY
01.2022 - 10.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
Direct Support Professional
People inc.
Buffalo, NY
04.2016 - 07.2018
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Tracked and reported clients' progress based on observations and conversations.
- Developed and implemented individualized behavior management plans.
Education
Associate of Science - Criminal Justice
Erie Community College
Buffalo, NY05.2012
Bachelor of Science - Psychology
SUNY Buffalo State
Buffalo, NYSkills
- Compliance Industry Regulations Knowledge
- Calendaring
- Active Listening
- Professional Telephone Demeanor
- Inbound and Outbound Calling
- Account Updating
- Skills in troubleshooting technical issues
Timeline
Contact Center Representative
M & T Bank
10.2024 - Current
Customer Service Representative
Capital Management Services
01.2022 - 10.2024
Direct Support Professional
People inc.
04.2016 - 07.2018
Associate of Science - Criminal Justice
Erie Community College
Bachelor of Science - Psychology
SUNY Buffalo State
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