Courtney Fields
Jacksonville,FL
Summary
Proven Customer Support Specialist with a track record of enhancing customer satisfaction at Wells Fargo by adeptly managing complex inquiries and leveraging CRM software. Excelled in complaint resolution and relationship building, significantly contributing to improved service quality. Demonstrates exceptional problem-solving and active listening skills, ensuring high levels of client trust and loyalty.
Overview
14
14
years of professional experience
Work History
Customer Support Specialist
Wells Fargo
02.2019 - Current
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Educated customers about billing, payment processing and support policies and procedures.
Call Center Representative
Convergys
10.2015 - 03.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Call Center Representative
UF Health Jacksonville
03.2013 - 08.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Personal Care Assistant
Private Home Health Care
05.2011 - 03.2012
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
- Built strong relationships with clients to deliver emotional support and companionship.
- Provided safe mobility support to help patients move around personal and public spaces.
Education
High School Diploma -
Englewood High School
Jacksonville, FL06-2010
Skills
- Problem-solving
- Complaint handling
- Customer relationship management (CRM)
- CRM software
- Data entry
- Help desk support
- Call center experience
- Conflict resolution
- Live chat support
- Quality assurance
- Product knowledge
- Sales support
- Active listening
- Payment processing
- Customer response
- Compliance awareness
- Sales proficiency
- Strong numeracy skills
- Client confidentiality
Timeline
Customer Support Specialist
Wells Fargo
02.2019 - Current
Call Center Representative
Convergys
10.2015 - 03.2018
Call Center Representative
UF Health Jacksonville
03.2013 - 08.2015
Personal Care Assistant
Private Home Health Care
05.2011 - 03.2012
High School Diploma -
Englewood High School
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