Ebonie Bryant
Lawton ,OK
Summary
Dynamic customer service professional with extensive experience at Fort Sill National Bank, excelling in call center operations and conflict resolution. Proven track record of enhancing customer satisfaction through active listening and personalized service, achieving high retention rates. Proficient in CRM software, delivering efficient problem resolution and fostering strong client relationships.
Overview
19
19
years of professional experience
Work History
CSR/TL
Fort Sill National Bank
04.2015 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Housekeeper
Holiday Inn Express Hotel
03.2014 - 04.2015
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Upheld high standards of sanitation in common areas, contributing to an inviting atmosphere for guests.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Maximized efficiency of housekeeping operations through effective communication with team members and supervisors.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Enhanced guest satisfaction by ensuring thorough cleaning and timely room turnovers.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Ensured all rooms met hotel cleanliness standards by conducting regular inspections and addressing any issues promptly.
- Adhered to professional house cleaning checklist.
- Dusted picture frames and wall hangings with cloth.
- Increased room availability by managing time wisely and completing tasks within designated deadlines.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Verified cleanliness and organization of storage areas and carts.
- Contributed to property upkeep by proactively identifying and reporting maintenance needs to management.
- Prioritized guest comfort through attentive service, responding swiftly to special requests or concerns.
- Demonstrated flexibility in adjusting work schedule according to fluctuating occupancy rates.
- Improved overall cleanliness ratings by implementing new cleaning techniques and products as needed.
- Coordinated with the front desk to prioritize room assignments based on guest arrivals and departures.
- Streamlined laundry processes, resulting in faster turnaround times for guest linens and towels.
- Fostered positive working relationship with housekeeping and maintenance staff to ensure quick resolution of guest concerns.
- Promoted healthy indoor environment by using hypoallergenic cleaning products in rooms and common areas.
- Streamlined laundry operations, sorting and treating items according to fabric care specifications.
- Enhanced guest satisfaction by maintaining high standards of cleanliness and hygiene in rooms and common areas.
- Increased guest satisfaction scores, consistently achieving high marks in cleanliness and attention to detail.
- Ensured compliance with health and safety regulations, conducting regular checks of emergency exits and fire safety equipment.
- Ensured welcoming environment for guests by arranging room amenities and decorations according to hotel standards.
- Maintained safety standards by promptly addressing spills and potential hazards in high-traffic areas.
- Facilitated smoother check-in process by ensuring rooms were cleaned and ready well ahead of guest arrivals.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Restocked cleaning storage cabinets, carts and baskets for easy use.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
- Emptied waste paper and other trash from premises and moved to appropriate receptacles.
- Scrubbed floors with special cleaners and equipment to achieve deep clean.
- Sorted, laundered and put away various laundry items.
- Handled requests for extra linens, toiletries and other supplies.
- Collected trash and moved garbage cans from kitchen areas to pick-up stations.
- Returned emptied garbage receptacles to proper locations.
- Polished fixtures to achieve professional shine and appearance.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
Customer Service Associate Cashier
AAFES Exchange
03.2007 - 08.2012
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Contributed to store''s sales goals by actively promoting special offers, rewards programs, and additional products or services.
- Worked flexible schedule and extra shifts to meet business needs.
- Handled cash and credit transactions accurately, ensuring proper balance at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Efficiently managed register functions such as opening/closing procedures, drawer audits, and cash handling best practices.
- Answered questions about store policies and addressed customer concerns.
- Assisted customers with product selection, providing knowledgeable recommendations based on individual needs.
- Developed strong rapport with regular customers through friendly interactions and personalized service.
- Maintained a clean and organized work space, ensuring a positive environment for both customers and colleagues.
- Demonstrated flexibility by assisting in other departments as needed, supporting overall store success.
- Proactively addressed potential issues through clear communication with both customers and management staff.
- Restocked and organized merchandise in front lanes.
- Managed high-volume customer traffic during peak hours while maintaining efficiency and accuracy in transactions.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
- Implemented effective problem-solving techniques when faced with challenging situations or dissatisfied customers.
- Resolved customer complaints in a professional and timely manner, resulting in increased customer loyalty.
- Collaborated with team members to maintain adequate inventory levels, contributing to optimal store operations.
- Adhered to company policies regarding returns and exchanges, maintaining consistency across all transactions.
- Identified opportunities to upsell products or services based on individual customer preferences or needs.
- Improved overall store performance by consistently meeting or exceeding assigned sales targets.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Developed and managed relationships with customers to increase customer loyalty.
- Answered product questions using knowledge of sales and store promotions.
- Utilized POS system to handle customer cash and credit card transactions.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Redeemed coupons to discount purchases.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card, and check transactions to complete customer purchases.
- Processed refunds and exchanges in accordance with company policy.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Operated cash register to record transactions accurately and efficiently.
- Worked with floor team and managers to meet wide range of customer needs.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Used POS system to enter orders, process payments and issue receipts.
- Handled cash with high accuracy and took care to check bills for fraud.
- Set up new sales displays each week with fresh merchandise.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Outbound Call Center Agent
Assurant
02.2006 - 04.2007
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Participated proactively in ongoing learning initiatives like workshops or seminars to consistently enhance communication skills and product knowledge.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Contributed to a positive work environment through active participation in team meetings, brainstorming sessions, and motivational activities.
- Achieved high conversion rates through skillful negotiation tactics applied throughout the sales funnel stages.
- Implemented feedback from supervisors to continually improve call quality and overall performance.
- Expanded client base by consistently meeting daily targets for outbound calls made per shift.
- Delivered consistent Type activity to achieve monthly and quarterly goals and objectives.
- Provided personalized support by addressing each caller''s needs based on their unique circumstances, preferences, or challenges faced during the interaction process.
- Streamlined internal processes by providing feedback on potential improvements in call scripts, training materials, or technical tools.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
- Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
- Educated customers on offerings and upsold products and services to increase revenue.
- Inputted new customer information into Type database to create account for sales opportunities.
- Increased sales by effectively presenting product information and persuading potential customers to make purchases.
- Maintained detailed records of customer interactions to provide accurate data for future reference and analysis.
- Made Number cold calls per day resulting in client base growth by Number%.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Implemented upselling techniques to increase revenue and move product.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Developed extensive knowledge of products and services to better assist customers.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Overcame objections using friendly, persuasive strategies.
- Made average of Number outbound and inbound calls per day.
- Provided information about available products and services, membership details, and purchase advantages.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
Education
Nursing And Business Management - Science Education
Cameron University
Lawton, OKBasic Education - 9-12th Grade
Vilseck American High School
Vilseck Germany 06.2002
Skills
- Call center experience
- Customer focus
- Complaint handling
- CRM software
- Customer service
- Active listening
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Microsoft outlook
- Relationship building
- Computer proficiency
- Customer relations
- Documentation
- Payment processing
- Data entry
- Scheduling
- Office equipment proficiency
- Administrative support
- Call management
- Problem resolution
- Dispute resolution
- Product knowledge
- Building rapport
- Team development
- Client relations
- Staff training
- Microsoft Excel
- Quality control
- Call center operations
- Microsoft Office Suite
- Product sales
- Customer education
- De-escalation techniques
- Account updating
- POS systems expert
- Paperwork processing
- Appointment scheduling
- Reading comprehension
- Follow-up skills
- Prioritization
- Customer relationship management (CRM)
- Sales closing
- Product and service solutions
- Recordkeeping strengths
- Receiving support
- Store maintenance
- Filing
- Order fulfillment
- Delivery scheduling
- Staff education and training
- Service upselling
- Coordination
- Microsoft PowerPoint
- Live chat support
- Data collection
- Escalation management
- Multi-line phone talent
- Research
- Technical support
- Account management
- Service standard compliance
- Sales expertise
- Credit adjustments
- Software CRM system proficiency
- Clerical support
- Key holder experience
- Retail store support
- Order processing
- Quality assurance controls
- Record preparation
Timeline
CSR/TL
Fort Sill National Bank
04.2015 - Current
Housekeeper
Holiday Inn Express Hotel
03.2014 - 04.2015
Customer Service Associate Cashier
AAFES Exchange
03.2007 - 08.2012
Outbound Call Center Agent
Assurant
02.2006 - 04.2007
Nursing And Business Management - Science Education
Cameron University
Basic Education - 9-12th Grade
Vilseck American High School
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