Deneen Thompkins
Bear,DE
Summary
Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible, and computer-savvy.
Overview
32
32
years of professional experience
1984
1984
years of post-secondary education
Work History
Client Service Representative
Bank of America
Newark, DE
01.2004 - Current
- Delivered exceptional client support by resolving inquiries and providing tailored financial solutions, enhancing overall customer satisfaction.
- Collaborated with cross-functional teams to streamline processes and improve service delivery, resulting in increased operational efficiency.
- Leveraged multiple software systems to manage client accounts effectively, ensuring accurate information and timely follow-ups were maintained.
- Assisted clients with account inquiries and transaction requests.
- Provided timely information regarding banking products and services.
- Resolved customer complaints through effective communication and problem-solving.
- Educated clients on digital banking tools and resources available to them.
- Maintained up-to-date knowledge of bank policies and procedures for compliance.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
Claims Analyst
Bank of America
Newark, Delaware
01.1994 - 05.2016
- Analyzed complex claims to ensure compliance with policies, resulting in improved claim resolution efficiency.
- Collaborated with cross-functional teams to streamline claims processing workflows, enhancing overall operational effectiveness.
- Evaluated claim eligibility and provided detailed reports, contributing to data-driven decision-making processes.
- Conducted investigations to gather evidence in support of claims resolution.
- Verified documents to ensure accuracy of information provided by customers.
- Followed all company procedures to keep data confidential.
- Gathered proper documentation and data to prepare claims for submission.
- Reviewed and processed claims following company procedures and industry regulations.
Education
Christiana High School
Newark, DESkills
- Effective Communication Skills
- Attention to Detail
- Problem Solving
- Conflict Resolution
- Active listening
- Strong Organizational Skills
- Call center experience
- Excellent communication
- Communication skills
- Multitasking Capability
- Written communication
Timeline
Client Service Representative
Bank of America
01.2004 - Current
Claims Analyst
Bank of America
01.1994 - 05.2016
Christiana High School