Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Charietta Lane

Hoover,Alabama

Summary

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

8
8
years of professional experience

Work History

Product Servicing Specialist

Regions Bank
11.2023 - 04.2024
  • Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
  • Handled an average of 75-100 inbound calls daily, resolving inquiries related to credit cards, loans and deposit accounts with a 95% first-call resolution rate, boosting customer satisfaction and retention.
  • Monitored account activities for suspicious patterns that could indicate fraudulent activity.

Contact Solutions Specialist

Avadian Credit Union
03.2022 - 10.2023
  • Assisted with the opening of new accounts and processed account maintenance requests.
  • Consistently met and exceeded quality assurance metrics, including call handling time, compliance scripts, and customer satisfaction scores, earning recognition for outstanding service delivery.
  • Maintained accurate records of member interactions and transactions.
  • Provided support to members regarding account inquiries, processing transactions, and resolving issues.

Payroll Coordinator

Automation Personnel Services
03.2021 - 02.2022
  • Collaborated with HR and Accounting teams to verify timesheets, resolve discrepancies, and ensured accurate benefits deductions enhancing interdepartmental workflow and data accuracy.
  • Generated various reports from the company’s HRIS system relating to vacation accruals, and sick leave balances.
  • Processed weekly payroll for over 500 employees: ensuring accuracy and compliance with federal, state, and local regulations.

Financial Care Representative

T-Mobile
10.2016 - 08.2019
  • Assisted customers in setting up flexible payment arrangements for mobile services, helping reduce service interruptions and improving customer retention across high-risk accounts.
  • Assisted with training new Financial Care Representatives on departmental processes.
  • Processed payments from customers according to established policies and procedures.

Education

BBA - Human Resource Management

Strayer University
Birmingham, Alabama
03-2021

Skills

Account Management

Compliance Adherence

Conflict Resolution

Customer Support

Data Entry

Effective Communication

Fraud Detection Awareness

Microsoft Office Suite

Problem Resolution

Problem-Solving Abilities

Strong Communication Skills

Time Management Skills

Transaction Accuracy

Written Communication

Timeline

Product Servicing Specialist

Regions Bank
11.2023 - 04.2024

Contact Solutions Specialist

Avadian Credit Union
03.2022 - 10.2023

Payroll Coordinator

Automation Personnel Services
03.2021 - 02.2022

Financial Care Representative

T-Mobile
10.2016 - 08.2019

BBA - Human Resource Management

Strayer University

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