Ciara Howard
Simpsonville,SC
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Contact Center Personal Banker
TD Bank NA
08.2023 - Current
- Exercises empathy, communication and interpersonal skills while maintaining excellent phone etiquette and call management
- Streamlined account opening processes for faster service and increased efficiency in the contact center.
- Conducted thorough research to resolve complex issues or discrepancies in client accounts efficiently.
- Supported fraud detection efforts by identifying suspicious activity on accounts and notifying appropriate personnel for investigation.
Senior Customer Service Representative
Verizon Wireless
05.2016 - 08.2023
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
Escalations Specialist, Compliance
Verizon Wireless
06.2015 - 05.2016
- Maintained compliance with company policies and regulatory requirements through careful monitoring of escalations processes.
- Supported a positive work environment within the team by sharing best practices for managing stress associated with handling challenging situations daily.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
Insurance Account Representative
BlueCross BlueShield of SC
08.2013 - 06.2015
- Participated in ongoing professional development opportunities to stay current on industry trends, regulatory changes, and product offerings.
- Handled multi-line accounts encompassing property and casualty insurance as well as life and health policies with diligence and attention to detail.
- Assisted clients in navigating complex policy language, ensuring thorough understanding of coverage details and benefits provided by their plans.
- Built strong relationships with clients, resulting in a high level of trust and numerous referrals for new business.
Education
BS - English
American Public University
12.2025
Skills
- Data entry proficiency
- Professionalism and courtesy
- Compliance awareness
- Financial literacy
- Positive attitude
- Customer service
- Attention to detail
- Verbal and written communication
- Issues resolution
- Time management
Timeline
Customer Contact Center Personal Banker
TD Bank NA
08.2023 - Current
Senior Customer Service Representative
Verizon Wireless
05.2016 - 08.2023
Escalations Specialist, Compliance
Verizon Wireless
06.2015 - 05.2016
Insurance Account Representative
BlueCross BlueShield of SC
08.2013 - 06.2015
BS - English
American Public University
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