Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Cicely Wilcox

Jacksonville,FL

Summary

Provided high-volume customer support via phone and email, handling 80–120 inbound calls daily with an average handle time (AHT) of 4–6 minutes.

Assisted customers with account openings and closings, ensuring accurate processing and compliance with banking policies.

Resolved transaction disputes and account inquiries, maintaining a high first-contact resolution rate.

Delivered technical support for online and mobile banking platforms, guiding customers through troubleshooting and feature adoption.

Collaborated with fraud and account teams to escalate and resolve sensitive issues, safeguarding customer accounts and maintaining compliance.

Documented all customer interactions thoroughly in CRM systems to ensure accurate records for follow-up and regulatory purposes.

Consistently exceeded departmental benchmarks for customer satisfaction, call quality, and compliance. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

5
5
years of professional experience

Work History

DDC

Ally Bank
09.2019 - 04.2023
  • Self-motivated, with strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in team environments.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with strong work ethic.
  • Paid attention to detail while completing assignments.

Customer Service Representative

Genpact
08.2018 - 09.2019
  • Analyzed customers feedback to discover areas of opportunity to prompt customers satisfactions .
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded to customer requests for products, services, and company information.

Education

High School Diploma -

Samuel W. Wolfson
Jacksonville, FL
05-1999

Skills

  • Customer Service & Client Support
  • Digital Banking Platforms & Online Services
  • Problem Resolution & Escalation Handling
  • Cross-Functional Team Collaboration
  • Strong Communication & Active Listening
  • Data Entry & Accuracy under High Volume
  • Multitasking Abilities
  • Excellent communication
  • Time management
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Problem-solving

Accomplishments

  • Consistently recognized for exceptional performance, exceeding departmental benchmarks for call quality, customer satisfaction, and compliance metrics.

Timeline

DDC

Ally Bank
09.2019 - 04.2023

Customer Service Representative

Genpact
08.2018 - 09.2019

High School Diploma -

Samuel W. Wolfson

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