Daniele Johnson
Warren,FL
Summary
Dynamic Teleservice Banker at 7 17 Credit Union with a proven track record in customer service and cash management. Enhanced client satisfaction through tailored financial advice and effective problem-solving. Recognized for cross-selling expertise and maintaining compliance, while fostering strong customer relationships and ensuring a secure banking environment.
Overview
9
9
years of professional experience
Work History
Teleservice Banker
7 17 Credit Union
10.2019 - Current
- Processed loan applications and verified customer information
- Supported branch operations by maintaining accurate financial records
- Handled cash transactions with attention to detail and accuracy
- Learned banking software for efficient transaction processing
- Resolved customer issues promptly, ensuring satisfaction and retention
- Participated in training sessions to develop product knowledge
- Collaborated with team members to enhance customer service experience
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Delivered exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Educated customers on features and benefits of banking products and services.
- Increased client satisfaction by providing tailored financial advice and personalized banking solutions.
- Strengthened customer relationships through attentive service and prompt resolution of inquiries.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Collaborated with IT department to enhance online banking security measures, reducing instances of fraud and unauthorized access.
- Facilitated community outreach programs to increase brand visibility and trust within local community.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Assisted clients with account inquiries and transactions
Technical Support Representative
Concentrix
01.2017 - 10.2019
- Resolved customer inquiries through effective troubleshooting and problem-solving techniques.
- Provided technical assistance via phone, email, and chat to enhance user experience.
- Documented customer interactions and solutions in ticketing system for future reference.
- Trained new hires on support processes and software tools to ensure service consistency.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Used ticketing systems to manage and process support actions and requests.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Led successful initiative to increase use of self-service options among customers, reducing reliance on live support.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
Education
Associate of Arts - Early Childhood Care And Education
Youngstown State University
Youngstown, OHSkills
- Customer service
- Creative thinking
- Cash management
- Cross-selling expertise
- Customer Service-oriented
- Attaining quotas
Timeline
Teleservice Banker
7 17 Credit Union
10.2019 - Current
Technical Support Representative
Concentrix
01.2017 - 10.2019
Associate of Arts - Early Childhood Care And Education
Youngstown State University