Dahlia Burke
Customer Service Professional
Newark,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
New Jersey Transit Rail
04.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Relationship Manager
Bank Of America
11.2016 - 04.2023
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Created and maintained databases to track customer discussions and preferences for accurate, updated records.
- Participated in industry events and trade shows to promote products and services.
Personal Banker
Citibank
11.2012 - 11.2016
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
Customer Service & Sales Specialist
Bank Of America Call Center
05.2010 - 11.2012
- Delivered superior customer service to retain existing customers and attract future customers.
- Increased revenue with strategic upselling of products and services to existing customers.
- Determined customer needs and interests to recommend Product or Service to customers.
- Obtained referrals with existing clients to generate new business, boosting overall sales Number%.
- Contributed to team objectives in fast-paced environment.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Promoted new products and services to existing customers, driving revenue growth and satisfaction.
- Worked with cross-functional teams to facilitate swift resolution of escalated issues.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
Diploma in Insurance Studies - Insurance And Risk Management
College Of Insurance & Professional Studies
Kingston JamaicaSkills
- Product Knowledge
- Call Management
- Data Collection
- Appointment Scheduling
- Complaint Resolution
- Customer Service
- Call Center Operations
- Sales Expertise
Timeline
Customer Service Representative
New Jersey Transit Rail
04.2023 - Current
Relationship Manager
Bank Of America
11.2016 - 04.2023
Personal Banker
Citibank
11.2012 - 11.2016
Customer Service & Sales Specialist
Bank Of America Call Center
05.2010 - 11.2012
Diploma in Insurance Studies - Insurance And Risk Management
College Of Insurance & Professional Studies