Danielle Potts
Florence ,SC
Summary
Proven achiever in customer support, leveraging trend detection and complaint resolution skills to enhance service quality at PNC Bank. Excelled in database management and customer care, achieving significant workflow optimization. Demonstrated exceptional clerical support and customer inquiry management, driving satisfaction and operational efficiency.
Overview
15
15
years of professional experience
Work History
Customer Support Executive
PNC Bank
03.2020 - Current
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Assigned and designated job territories to customer care staff according to performance and history.
Customer Care Advocate
SYKES
01.2014 - 06.2019
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
Administrative Assistant
White Family Daycare
09.2009 - 04.2013
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Volunteered to help with special projects of varying degrees of complexity.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
Education
No Degree - Business Management
Florence Darlington- Technical College
Darlington, SCHigh School Diploma -
Wilson High School
Florence, SC06.2007
Skills
- Trend detection and analysis
- Customer Inquiry Management (CIM)
- Data reconciliation reporting
- Complaint resolution
- Database Management
- Clerical Support
- Workflow Optimization
Timeline
Customer Support Executive
PNC Bank
03.2020 - Current
Customer Care Advocate
SYKES
01.2014 - 06.2019
Administrative Assistant
White Family Daycare
09.2009 - 04.2013
No Degree - Business Management
Florence Darlington- Technical College
High School Diploma -
Wilson High School
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