Chayah Israel
Charlotte,NC
Summary
Successful at excelling in fast-paced, competitive banking environments. Good customer service abilities paired with in-depth knowledge of bank products and services. Proficient in updating accounts, processing transactions and coordinating records. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills.
Overview
9
9
years of professional experience
Work History
Service Chat Banker
Wells Fargo
08.2020 - Current
- Identifying customer issues, providing solutions, conversing in polite and professional manner, and performing data entry
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Manage 42 + chats per day from customers.
- Trained new hires on customer service policies and procedures.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Provided advice on different bank products and financial options.
- Educated customers on online banking and mobile banking applications.
- Developed and implemented strategies to reduce risk and increase profitability.
- Maintained strict compliance with all banking regulations.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
ECommerce Support Specialist
National Vision
01.2019 - 06.2020
- Received numerous chats and calls in call center setting
- Verified eyeglass and contact lens prescriptions as well as status of orders made online
- Assisted in training newly hired representatives as well.
- Communicated with clients to verify roots and causes of online site errors
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Boosted customer confidence in company products through consistent provision of accurate information during interactions.
- Acted as liaison between clients and development teams, ensuring timely communication during critical incidents.
Customer Service Manager
Holtkamp Heating & Air
01.2015 - 12.2018
- Handled all billing inquiries, issues, processed financial paperwork and set up automatic payments upon request.
- Monitored and tracked dispatch communication systems.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Scheduled and organized delivery routes.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Received new orders, prepared documentation, and assigned personnel.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
Education
BBA - Business Management
Gwinnett Technical College
Lawrenceville, GA05.2028
License - Cosmetology & Customer Service
Carolina Beauty College
Charlotte, NC06.1997
Skills
- Compliance, banking laws, and regulations
- Customer Relationship Management
- Attaining quotas
- Employee Training Assistance
- Educating clients
- Customer Education
- Fraud Detection
- Analytical Thinking
Timeline
Service Chat Banker
Wells Fargo
08.2020 - Current
ECommerce Support Specialist
National Vision
01.2019 - 06.2020
Customer Service Manager
Holtkamp Heating & Air
01.2015 - 12.2018
BBA - Business Management
Gwinnett Technical College
License - Cosmetology & Customer Service
Carolina Beauty College
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