Chelsea Seymore
Morganton,NC
Summary
In my ideal position, I would like to use critical thinking, analytical skills, and system expertise to anticipate and identify complex issues to create innovative solutions that are adaptive and help identify opportunities of growth.
Overview
8
8
years of professional experience
Work History
Platinum Customer Care Professional
American Express, AMEX
09.2022 - Current
- Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
- Streamlined company processes for better efficiency, managing high call volume while maintaining exceptional service.
- Reduced customer churn rate with effective problem-solving skills and empathetic communication techniques.
- Achieved higher sales conversion rates by upselling products and services based on individual customer needs.
- Served as Customer First Resolution Champion for team of ten. Provided best practices and check ins for team to help maintain level of service.
- Elected Systems Issues Champion. Maintained weekly record of system issues for team of six and provided support to teammates in resolving system issues to maintain adherence to schedule expectations.
- Selected for Compliance Captain Role, used research material and data base to provide clarification on complex questions regarding compliance concerns and procedures for team of 10.
Operations Services Supervisor
First Citizens Bank
08.2021 - 08.2022
- Moved to larger branch to help resolve staffing, organizational, and efficiency goals.
- Developed working knowledge of all branch essential systems and supported staff in any trouble shooting needs.
- Implemented procedural changes to address efficiency issues
- Supervised development of advanced system research skills in team of five tellers
- Resolved customer complaints and concerns
- Maintained branch records and filing system for operations related tasks
- Ensured branch maintains compliance with federal expectations, resolved issues in timely manner.
Operations Services Supervisor
First Citizens Bank
11.2020 - 08.2021
- Trained new staff members on systems and aided in development of complex job skills
- Supervised system conversion (4/29/2021)
- Resolved operational outages using various reporting systems.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
Sales and Service Representatives II
First Citizens Bank
03.2017 - 11.2020
- Resolved customer concerns using expert communication and conflict management skills
- Assisted in solving operational issues from previous day's work
- Updated monthly inventory ordering procedures to maximize daily productivity.
- Managed customer accounts to secure customer satisfaction and repeat business.
Education
Bachelor of Science -
Liberty University
Lynchburg, VA01.2019
Skills
- Customer Relations
- Progress Monitoring
- Finances
- Data Evaluation
- Leadership
- Problem Solving
- Time Management
- Written Communication
- Technical Support
- Attention to Detail
Accomplishments
Member, National Society of Collegiate Scholars, 11/15
Timeline
Platinum Customer Care Professional
American Express, AMEX
09.2022 - Current
Operations Services Supervisor
First Citizens Bank
08.2021 - 08.2022
Operations Services Supervisor
First Citizens Bank
11.2020 - 08.2021
Sales and Service Representatives II
First Citizens Bank
03.2017 - 11.2020
Bachelor of Science -
Liberty University