Ciara Mccottry
Milwaukee,W
Summary
Energetic, friendly, motivated candidate with excellent problem solving skills, a passion for helping others, and providing outstanding customer service and administration support. Able to succeed in a challenging, fast-paced environment. Flexible and can thrive working within a team or independently. Committed to a strong work ethic with a positive attitude!
Overview
7
7
years of professional experience
Work History
Seasonal Sales Associate
Kohl's
06.2024 - 09.2024
- Provided quality customer service to ensure a positive shopping experience
- Assembled product displays, restocked shelves, and priced merchandise
- Managed fitting rooms, inspected merchandise, and returned merchandise to the sales floor
- Accurately processed sales transactions and Kohl's credit card applications
- Educated customers on the benefits of Kohl's rewards programs and opening a Kohl's credit card
- Assisted in various departments of the store
- Performed general cleaning duties to maintain tidiness within the store
Campaign Coordinator
United Way of Greater Milwaukee & Waukesha County
08.2023 - 12.2023
- Coordinate and manage daily requests for United Way speakers and external agency speakers
- Performed follow ups on correspondence to and from agency partners, speakers, and team members to assist with corporate giving and campaign kickoff speaker inquiries
- Maintained and updated Speakers Bureau lists with accurate contact information and speaker history
- Engaged in weekly trainings, provided feedback through mentorship to ensure speakers are well prepared to present at the events
- Successfully navigated through various company software systems to manage requests, generate forms, and send confirmations
- Performed regular evaluations on speakers via returned internal surveys, uploaded documents into the company database for review
- Used great attention to detail to assign speakers based on the needs of the requestor
- Assisted with company events, volunteer activities and administrative tasks
Customer Service Representative - Team Lead
PNC Bank
04.2019 - 02.2023
- Responded promptly to inbound call inquiries using empathy, listening, and problem resolution skills to effectively assist customers with their account needs
- Performed a variety of quality maintenance tasks on customer accounts such as:
- Replacing lost/stolen debit cards and closing out compromised accounts immediately after report
- Updating demographic changes into the system to ensure correct customer account information
- Issuing Fee Refunds
- Placing and releasing holds
- Transferring calls to the proper departments in accordance with the customers needs
- Correctly analyzed and maintained written security reports
- Properly performing security checks on customer accounts to scan for fraudulent activity before releasing account information
- Provided assistance to all other members of staff in other departments of the bank
- Directed customer complaints and complex scenarios to superiors for escalation
- Educated customers on PNC products and promoted new and updated bank product services to improve customer experiences
- Trained and mentored new hires to prepare them to successfully support the CORE team
- Onboarded new hires, managed training schedules, assisted new hires with time cards and led daily lessons for job readiness
- Attended weekly meetings with supervisors and team leaders to develop and monitor training strategies
- Initiated coaching sessions to identify areas of opportunity to improve performance and provide support
- Organized exciting team building activities throughout training to foster a positive environment
- Provided immediate chat support during nesting transition and thereafter
Risk Client Specialist
Northwestern Mutual
01.2018 - 11.2018
- Effectively assisted Northwestern Mutual clients via inbound call queue with insurance products and inquiries
- Processed premium payments and account withdrawals, strictly adhering to company's verification guidelines to protect client confidentiality
- Strategically used critical thinking and empathy to investigate and resolve complex inquiries
- Assisted NM Financial Representatives with client policy maintenance, and general inquiries
- Educated FRs on policy maintenance service options available to them
- Correctly used proper escalation procedures to route complex calls to appropriate channels for resolution
- Demonstrated upstanding professionalism and friendly demeanor during every interaction to ensure client satisfaction as a brand steward
Education
Business Administration -
MATC (Milwaukee Area Technical College)
Milwaukee, WI01-2026
Skills
- Computer proficient
- Customer service
- Analytical Problem Solving
- Interpersonal & Communication skills
- Written & verbal communication
- Fast Learner
- Multi-tasking
- Typing & data entry
- Advanced in Microsoft office, Google Workspace
Accomplishments
- Awarded recognition by PNC for top customer satisfaction survey scores!
- Awarded recognition by Northwestern Mutual for best performance metrics in the top 10
Timeline
Seasonal Sales Associate
Kohl's
06.2024 - 09.2024
Campaign Coordinator
United Way of Greater Milwaukee & Waukesha County
08.2023 - 12.2023
Customer Service Representative - Team Lead
PNC Bank
04.2019 - 02.2023
Risk Client Specialist
Northwestern Mutual
01.2018 - 11.2018
Business Administration -
MATC (Milwaukee Area Technical College)
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