Charletta Williams

Client Service Representative III

Bank Of America

04.2015 - Current

Educated clients on account services and resolved client inquiries regarding statement information and account balances.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Coordinated with operations staff to resolve service problems and boost client satisfaction.
Maintained accurate record-keeping with proactive attention to client information updates.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Maintained and managed customer files and databases.
Contributed to process improvement initiatives by identifying areas of inefficiency within the team''s workflows and proposing solutions.
Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
Managed incoming calls, providing prompt and accurate information to clients about products and services.
Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
Handled sensitive client information with discretion, ensuring confidentiality at all times.