Cicely Wilcox
Orange Park,FL
Summary
Dedicated Senior CSR with 10 years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service. Results-oriented Customer Service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with 10 years of experience working in customer-facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes.
Overview
5
5
years of professional experience
Work History
Senior Customer Service Representative
Ally Financial Inc.
Jacksonville, FL
09.2019 - 04.2023
- Answering incoming calls from customers that held bank accounts with Ally Financial as well as but not limited to.
- Making transfers from one account to the next sending out official checks and removing blocks from accounts that were restricted the customer had to bring their accounts back to a positive status.
- Taking payments on car loans that are more than 30 days out past due.
- Doing research to find where customers' payments have gone when their payment should've applied to their car loans that department was the paid-in-full department.
Customer Service Representative
Genpact Headstrong Capital Markets
Jacksonville, FL
08.2018 - 06.2019
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
- Maintained up-to-date records at all times.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Education
Samuel W. Wolfson High School
Jacksonville, FL05.1999
Skills
- Process Optimization
- Service Recommendations
- SOP Writing
- Database Research
Timeline
Senior Customer Service Representative
Ally Financial Inc.
09.2019 - 04.2023
Customer Service Representative
Genpact Headstrong Capital Markets
08.2018 - 06.2019
Samuel W. Wolfson High School
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