Cheyanna Wilcox
Greensboro,NC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service/call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
TruliantFCU
01.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Loan Servicing Specialist
Truist Financial
04.2022 - 01.2023
- Process payments
- Research Loan discrepancies
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other customer service managers.
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support.
Unit Secretary
CapeFear Valley Medical Center
01.2022 - 04.2022
- Document activity for psych patients
- Prepare packets for nurses for psych patients
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Organized paperwork such as charts and reports for office and patient needs.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Prepared and processed patient referrals and transfer requests.
Licensed Insurance Representative
GEICO, Government Employees Insurance
03.2021 - 01.2022
- Reported policy changes and company conditions affecting customer satisfaction.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Technical Support Call Center Representative
IBEX Global
03.2020 - 04.2021
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Developed and implemented preventive maintenance procedures.
- Researched and identified solutions to technical problems.
- Translated complex technical issues into digestible language for non-technical users.
Cashier
Dollar Tree
05.2016 - 09.2018
- Assisted customers with returns, refunds and resolving transaction issues.
- Restocked and organized merchandise in front lanes.
- Stocked, tagged and displayed merchandise as required.
- Identified and resolved discrepancies and errors in customer accounts.
- Greeted customers entering store and responded promptly to customer needs.
Education
Associate - Social Science
Thomas Nelson Community College
Hampton, VAHigh School Diploma -
High School of Fashion Industries
New York, NYNo Degree - Nursing Assistant
Tidewater Medical Training
Virginia Beach, VASkills
- Quotes and Sales
- Customer Service and Assistance
- Documentation
- Customer Account Management
- Good Listening Skills
- POS Systems and Ordering Platforms
- Customer Inquiries
- Call Controlling
- Efficient Data Entry
- Customer Retention Strategies
- Documenting Calls
- Microsoft Office
- Monetary Transactions
- Product Knowledge
License
Personal Lines Insurance
Timeline
Customer Service Representative
TruliantFCU
01.2023 - Current
Loan Servicing Specialist
Truist Financial
04.2022 - 01.2023
Unit Secretary
CapeFear Valley Medical Center
01.2022 - 04.2022
Licensed Insurance Representative
GEICO, Government Employees Insurance
03.2021 - 01.2022
Technical Support Call Center Representative
IBEX Global
03.2020 - 04.2021
Cashier
Dollar Tree
05.2016 - 09.2018
Associate - Social Science
Thomas Nelson Community College
High School Diploma -
High School of Fashion Industries
No Degree - Nursing Assistant
Tidewater Medical Training