Chelsea Gray
Moss Point,MS
Summary
Achieved high levels of customer satisfaction through proactive conflict resolution and effective communication. Strengthened customer loyalty by providing empathetic and efficient service. Drove team collaboration to consistently meet and exceed organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
PNC Bank
Remote
07.2025 - Current
- Facilitated customer support by addressing product inquiries and resolving service issues.
- Oversaw high-volume call management, ensuring professionalism and accuracy in information delivery.
- Facilitated collaboration among team members to optimize processes and improve customer service efficiency.
- Leveraged CRM software to monitor customer interactions, enhancing data accuracy and follow-up efficiency.
- Navigated high-stress situations with composure, ensuring professionalism while resolving disputes and conflicts.
- Executed transaction processing with precision, ensuring adherence to banking regulations and policies.
- Instructed customers on banking products to enhance service awareness and utilization.
- Addressed customer inquiries and resolved issues to enhance satisfaction and retention.
Account Associate
Cadance Insurance
Gulfport, MS
06.2023 - 07.2024
- Streamlined account management processes for improved efficiency and accuracy.
- Deployed meticulous organization skills by assisting in coordination of client deliverables.
- Developed strong relationships with clients through consistent communication and proactive problemsolving.
- Conducted competitive analysis research to stay informed about competitor offerings and strategized accordingly.
- Collaborated with cross-functional teams to ensure successful project completion and timely delivery of client deliverables.
- Implemented innovative account strategies, leading to increased revenue for both the company and clients.
Customer Service Representative
AT&T
Ocean Springs, MS
06.2020 - 06.2023
- 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.
- 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.
Education
Bachelor In Exercise Science -
University of Mississippi
Oxford, MS05.2020
Associate Of Applied Arts -
Mississippi Gulf Coast Community College
Perkinston, MS05.2016
Skills
- Data entry proficiency
- Complaint handling
- Financial transactions
- Performance tracking
- Banking regulations
- Client confidentiality
- Transaction processing
- Positive attitude
- Teamwork and collaboration
- Problem-solving
- Multitasking
Timeline
Customer Service Representative
PNC Bank
07.2025 - Current
Account Associate
Cadance Insurance
06.2023 - 07.2024
Customer Service Representative
AT&T
06.2020 - 06.2023
Bachelor In Exercise Science -
University of Mississippi
Associate Of Applied Arts -
Mississippi Gulf Coast Community College