Cheryl Falank
Windsor,NY
Summary
Upbeat and friendly Customer Advocate with 10 years of Customer Service experience. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Warehouse Associate
Dick's Sporting Goods
06.2021 - 11.2022
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel
- Checked packages and merchandise for damage and notified vendors.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Consistently lifted materials weighing as much as 50 pounds.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
Member Specialist
SEFCU
01.2012 - 01.2016
- Cash handling, sales trainer, vault supervisor, handling customer complaints, customer service and loan referrals
- I exceeded numerous sales contests within the bank.
- Verified customer identification and documentation for compliant transactions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Educated and engaged customers with new bank products and services.
- Cross-sold bank services and products to uplift customer investments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
Lifeguard
Hope Lake Lodge
06.2010 - 12.2011
- Maintain an active 10/20 scan of the water, maintain the pools in the waterpark, actively engage with customers, and perform rescues
- Provided friendly customer service to guests and addressed concerns.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
Customer Service Advocate
American International Group
03.2008 - 06.2011
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer and Collections Specialist
TPI Billing Solutions
02.2004 - 03.2008
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
Education
Bachelor of Science - Nutrition
American College of Healthcare Sciences
12.2024
Certificate - Biblical Studies
Rhema Bible Training College
Broken Arrow, OK05.2005
General -
Whitney Point Central School
Whitney Point, NY06.2001
Skills
- Attention to detail
- Communication
- Integrity
- Team work
- People oriented
- Shipment Optimization
- Customer Support
- Fraud Detection
- Member Services
- Multi-Line Phone Talent
- CRM Software
- Credit and Collections
Accomplishments
- Achieved top packer at Dick's on a weekly basis for my shift.
- Supervised team of 3 staff members while on the teller line.
- Achieved top claims representative twelve times by completing First Notice of Loss calls with accuracy and efficiency.
- Recognized by management for passing an individual lifeguard audit three times.
Certification
- First Aid/CPR Certified
Timeline
Warehouse Associate
Dick's Sporting Goods
06.2021 - 11.2022
Member Specialist
SEFCU
01.2012 - 01.2016
Lifeguard
Hope Lake Lodge
06.2010 - 12.2011
Customer Service Advocate
American International Group
03.2008 - 06.2011
Customer and Collections Specialist
TPI Billing Solutions
02.2004 - 03.2008
Bachelor of Science - Nutrition
American College of Healthcare Sciences
Certificate - Biblical Studies
Rhema Bible Training College
General -
Whitney Point Central School
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