Summary
Overview
Work History
Education
Skills
Timeline
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Claris Ebonkie

Takoma Park,MD

Summary

Proven Customer Account Associate at T-Mobile, adept in CRM software and problem-solving, enhanced account retention and customer satisfaction through efficient process streamlining and proactive issue resolution. Exhibits patience, resilience, and multitasking abilities, significantly reducing customer churn.

Overview

4
4
years of professional experience

Work History

Customer Account Associate

T-Mobile
01.2023 - Current
  • Streamlined account management processes for improved efficiency and productivity.
  • Reviewed margin agreements for required information.
  • Worked with personnel to understand and resolve complicated problems and requests.
  • Reduced customer churn by proactively addressing potential issues before escalation.
  • Managed a high volume of inbound calls, maintaining composure under pressure and providing exceptional service.
  • Complied with industry regulations while managing sensitive customer information, ensuring privacy and security at all times.
  • Maintained detailed records of customer interactions, facilitating effective follow-up communication when necessary.
  • Increased account retention rates by identifying at-risk clients and developing customized action plans.
  • Enhanced customer satisfaction by resolving account issues promptly and professionally.
  • Conducted regular account audits to ensure accuracy of client records.
  • Assisted customers in navigating online platforms, ensuring a seamless user experience.
  • Answered customer emails, chats and telephone calls to respond to questions, provide details, and resolve concerns.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.

Customer Service Representative

TD Bank
03.2021 - 11.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • 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.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.

Education

BBA - Accounting

University Institute of The Coast
Douala Cameroon
06.2019

Skills

Patience and resilience

Goal-oriented mindset

Data entry proficiency

CRM software expertise

Report Writing

Problem-solving skills

Attention to Detail

Multitasking Abilities

Timeline

Customer Account Associate

T-Mobile
01.2023 - Current

Customer Service Representative

TD Bank
03.2021 - 11.2022

BBA - Accounting

University Institute of The Coast

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Claris Ebonkie