Deborah Seals
Citibank
Tucson,AZ
19
years of professional experience
Dynamic customer service professional with expertise in active listening and de-escalation skills. Recognized for addressing customer concerns empathetically, leading to increased satisfaction and loyalty. Ready to leverage experience to enhance service quality.
Work History
Customer Service Representative
8 Years 6 Months- Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
- Provided accurate information on products and services to assist customers in making informed decisions.
- Analyzed customer feedback to identify trends and implement process improvements effectively.
- Led initiatives to streamline complaint resolution, reducing response times significantly across teams.
- Monitored performance metrics to ensure adherence to service level agreements and quality standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
3 Years 8 Months- Resolved customer inquiries efficiently, ensuring high satisfaction levels and adherence to company protocols.
- Managed multi-channel communication, including phone, email, and chat, enhancing customer engagement and response times.
- Trained new team members on call handling procedures and customer service best practices to improve overall team performance.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Student Proctor
3 Years 9 Months- Supervised exam environments to ensure academic integrity and compliance with institutional policies.
- Monitored student behavior during examinations, addressing issues promptly to maintain a conducive testing atmosphere.
- Coordinated test schedules and facilitated effective communication between instructors and students.
- Trained new proctors on procedures, enhancing team efficiency and consistency in operations.
- Assisted in maintaining a quiet and focused testing environment for optimal student performance.
- Managed exam materials by organizing, distributing, and collecting test booklets and answer sheets promptly and accurately.
- Ensured test integrity by diligently monitoring student behavior during examinations.
- Provided clear instructions to students before exams, clarifying any questions or concerns they may have had regarding testing policies.
- Facilitated smooth transitions between exam sessions by assisting with the timely setup and breakdown of testing spaces.
Education
Associate of Arts - Elementary Education
Skills
Customer service
Call center experience
Client service
CRM expertise
Data entry
Payment processing
Active listening
Problem resolution
Conflict resolution
De-escalation skills
Critical thinking
Telephone professionalism
Client relations
Service standard compliance
Brand representation
Timeline
Customer Service Representative
Citibank
02.2018 - CurrentRead More
Customer Service Representative
Alorica
06.2014 - 02.2018Read More
Student Proctor
Mesa Community College
08.2007 - 05.2011Read More
Maricopa Community Colleges, Mesa Community College
Associate of Arts from Elementary Education
Read More