Chesalon Beckner
Mesa
Summary
Experienced with managing client relationships and addressing service concerns. Utilizes strong communication to understand and meet client needs. Knowledge of problem-solving techniques and customer satisfaction strategies.
Overview
17
17
years of professional experience
Work History
Client Service Advisor
Silicon Valley Bank
10.2023 - Current
- The primary client service and technical troubleshooting contact for Silicon Valley Bank commercial bank clients
- Accountable for navigating, identifying and researching technical, service related and/or operational client issues for all commercial bank products
- Expected to collaborate with colleagues on a day to day basis
- Accountable for researching and resolving a variety of online banking, direct electronic file sharing, mobile channel and operational issues received through client inbound call and email channels
- Expected to demonstrate excellent oral and written communication skills, including delivery of training content and demonstrating aptitude in presentation skills, both with clients and internal business partners
- Serve at the forefront of our client's experience and are accountable for facilitating and demonstrating the capability to problem solve and handle client escalations with diplomacy, tact and efficiency
- Client Support Advisors success metrics include; client satisfaction (measured via surveys), quality and efficiency (ACW) and schedule adherence
Customer Success Account Manager
Collabera (Bank of America)
04.2022 - 08.2023
- Handle customer accounts and resolve complaints; evaluate customer needs and recommend the most appropriate products and services over the phone.
- Proficiently answer customer inquiries regarding their accounts.
- Ensure that all customer needs are met and handle appropriately during their initial contact.
- Maintain customers' accounts (including lost/stolen checks, check cards, stop payment etc.)
- Review customers' accounts for transactions accuracy.
- Provide outstanding assistance to customers with all their banking transactions and services.
- Extensive organization to facilitate many job duties with tight deadlines
- Maintain high volume of quality work, while insuring highest confidentiality
- Exercise judgment when dispensing information to maintain confidentiality of sensitive information
- Communicate effectively with customers, managers, and co-workers through a variety of channels including email, phone and traditional mail.
- Daily use of Microsoft Office: Word, Excel, PowerPoint, and Outlook.
Customer Service / Sales Representative
Thriveworks
08.2021 - 02.2022
- Receive high volume on inbound calls for new and existing clients
- Help clients find the best therapist for their needs
- Ability to document proficiently in fast paced environment on different technical applications
- Provide detailed information on all of Thriveworks services and other related inquiries
- Enroll new clients in a Thriveworks membership by selling and explaining benefits
- Monitor payments entered into EHR system by counselors and independently resolve issues that arise
Customer Service Representative
Arizona Department of Health Services
01.2021 - 06.2021
- Schedule customer appointments
- Survey and document diagnosed patients
- Return voicemails in a timely manner
Customer Success Retention Specialist (Tier 3)
ZipRecruiter Inc.
10.2016 - 02.2020
- Month-over-month met or exceeded my retention revenue goals to be promoted quickly through the career path of tier 1, tier 2, and tier 3.
- With Tier 3 promotion allowed to be a remote representative.
- Manage the queue line including; customer cancellations, billing issues, agreements, explanation of terms, sales offer, rebates, saving concerns while documenting customer interactions in Salesforce.
- Handled escalated complaints not handled by Tier 1 & 2.
- Retained customer accounts through utilization of sales tools.
- Logged all calls in Salesforce.
- Addressed customer concerns with product and performance to retain customer business.
- Maximized upsell opportunities with each customer call.
- Assisted users with Technical Support with troubleshooting.
- Remote since 2018
Customer Service Representative
Stream Global Services
10.2013 - 03.2016
- Reviewed with customers their policy terms to determine if a particular loss was covered by their plan.
- Maintained documentation of customer interaction. Resolved customer complaints.
- Cancelled or upgrade accounts.
- Handled high call volume requiring organization and multitasking.
- Handled changes in policies or renewals.
Customer Service Representative
Orbitz House Cleaning
12.2007 - 08.2013
- Maintained customer records by updating account information.
- Provided prompt service to customer inquiries.
- Scheduled customer appointments.
- Assisted customers with complaints to ensure satisfaction.
Education
High School Diploma -
Frontier High School
Bakersfield, CA11-2002
Skills
- Strong empathy
- Exceptional communication
- Complaint handling
- Client retention strategies
- Customer support
- Call center experience
- Client relations
Timeline
Client Service Advisor
Silicon Valley Bank
10.2023 - Current
Customer Success Account Manager
Collabera (Bank of America)
04.2022 - 08.2023
Customer Service / Sales Representative
Thriveworks
08.2021 - 02.2022
Customer Service Representative
Arizona Department of Health Services
01.2021 - 06.2021
Customer Success Retention Specialist (Tier 3)
ZipRecruiter Inc.
10.2016 - 02.2020
Customer Service Representative
Stream Global Services
10.2013 - 03.2016
Customer Service Representative
Orbitz House Cleaning
12.2007 - 08.2013
High School Diploma -
Frontier High School
Similar Profiles
Elisa O’DellElisa O’Dell
Sr. Global Payroll Analyst at Silicon Valley Bank (Acq. by First Citizens Bank)Sr. Global Payroll Analyst at Silicon Valley Bank (Acq. by First Citizens Bank)
Doreen JimenezDoreen Jimenez
Sr. Administrative Manager to CFO at Silicon Valley Bank, a division of First Citizens BankSr. Administrative Manager to CFO at Silicon Valley Bank, a division of First Citizens Bank
Johnny CalderonJohnny Calderon
Manager, Operations at Silicon Valley Bank (now a division of First Citizens Bank)Manager, Operations at Silicon Valley Bank (now a division of First Citizens Bank)
Tommaso ManzoTommaso Manzo
Manager/ Supervisor - Mortgage Operations at Silicon Valley Bank- Div. Of First Citizens BankManager/ Supervisor - Mortgage Operations at Silicon Valley Bank- Div. Of First Citizens Bank
Sofia AmavizcaSofia Amavizca
Server/Bartender at BonchonServer/Bartender at Bonchon