Summary
Overview
Work History
Education
Skills
Timeline
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Ebony Montgomery

Douglasville,Georgia

Summary

Client care professional prepared to deliver exceptional service and support. Brings valuable experience in resolving client issues and improving satisfaction levels. Known for strong team collaboration and adaptability to changing client needs. Highly skilled in effective communication and relationship management.

Overview

10
10
years of professional experience

Work History

Senior Client Care Specialist

Truist Bank
03.2021 - Current
  • Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.
  • Cross-trained and backed up other customer service managers.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Established trust with clients through transparent communication about service offerings, pricing structures, timelines, or any other pertinent details related directly or indirectly influencing their decision-making process.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Client Care Representative

Truist Bank
09.2017 - 03.2021
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Advocated for clients'' best interests when liaising with different departments, ensuring their needs were always heard and considered during internal discussions.
  • Assisted team members in resolving complex client issues, promoting a collaborative work environment.

Auto Claims Associate

State Farm
07.2014 - 10.2017
  • Provided exceptional customer service to policyholders, addressing concerns and answering questions throughout the claims process.
  • Maintained a strong knowledge of industry regulations, ensuring compliance in all claims management activities.
  • Served as a liaison between policyholders and various departments within the company, facilitating clear communication for seamless claim resolution.
  • Managed a high volume of insurance claims, ensuring accurate documentation and prompt processing.
  • Maintained strict confidentiality of sensitive claimant and policyholder information, adhering to company policies and industry regulations.

Education

Master of Science - Business

Full Sail University
Winter Park, FL
06-2019

Bachelor of Arts - Marketing

The Art Institute of Atlanta
Atlanta, GA
06-2016

Skills

  • Customer service expertise
  • Exceptional communication
  • Customer Relations
  • Cross-functional coordination
  • Problem-solving skills
  • Attention to Detail
  • Organizational Skills
  • Computer Skills
  • Relationship Building
  • Product Knowledge
  • Customer Relationship Management
  • Administrative and Office Support
  • Inbound Call Management

Timeline

Senior Client Care Specialist

Truist Bank
03.2021 - Current

Client Care Representative

Truist Bank
09.2017 - 03.2021

Auto Claims Associate

State Farm
07.2014 - 10.2017

Master of Science - Business

Full Sail University

Bachelor of Arts - Marketing

The Art Institute of Atlanta

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Ebony Montgomery