Chawana Harden
Columbus, OH,OH
Summary
Dynamic and results-oriented Customer Service Representative with a proven track record at Spectrum, where I excelled in resolving high-stress situations and enhancing customer loyalty. Skilled in active listening and critical thinking, I consistently exceeded performance metrics, contributing to team success and earning recognition for top-tier service delivery.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Spectrum
Dublin, OH
02.2023 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
PNC Bank
Columbus, OH
04.2012 - 07.2018
- Contributed to fraud prevention by identifying and reporting irregular activities on customer accounts.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Collaborated with team members to meet monthly performance targets, contributing to the branch''s success.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Coordinated with other departments to address and solve complex customer issues.
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
Education
Northland High School
Columbus,OH06.1996
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Call management
- Product knowledge
- Team development
- Prioritization
- De-escalation techniques
- Dispute resolution
- Product sales
- Research
Timeline
Customer Service Representative
Spectrum
02.2023 - 08.2024
Customer Service Representative
PNC Bank
04.2012 - 07.2018
Northland High School