Ebony Stewart
Salem,OR
Summary
Professional in customer support, bringing valuable experience in managing online inquiries and delivering prompt, accurate solutions. Known for collaborative efforts and achieving positive results through teamwork and adaptability. Possesses strong problem-solving abilities and excellent communication skills valued by employers.
Overview
12
12
years of professional experience
Work History
Online Support Specialist
U.S. Bank
10.2019 - 11.2024
- Subject Matter Expert in Digital Banking
- Created and designed Trending Issues article used by frontline staff that has over 100,000 views
- Exceeded daily case goal expectations completing average of 60 cases daily
- Responsible for answering up to 100 calls daily
- Experience in creating procedures, training content, and KCS Articles that are compliant with company policy
- Exceptional written, verbal, and interpersonal communication skills
- Ability to work independently with minimal guidance
- Proven time management skills with the ability to multitask
- Ability to work in an Agile Environment
- Training for new employees and peers on department processes and procedures
- Responsible for setting goals and expectations for employees
- Collaborate with Senior Leaders, internal and external partners on projects for Digital Banking
- Involved in the creation and implementation of internal tools to enhance internal and external customer support
- Ability to collect and analyze data to find trends and provide results to peers, internal and external partners, and upper management
- Researched and responded to high level escalations and complaints
Contact center personal banker
U.S. Bank
06.2016 - 10.2019
- Problem-solving and negotiation skills
- Ability to communicate and empathize with customers in difficult situations
- Determining and offering suitable U.S
- Bank products to meet customer’s needs
- Microsoft Office skills
- Exceeded scorecard metrics that included AHT, Sales and availability
- Subject matter expert for loans and Digital Banking
Customer Account Specialist
Assurant
03.2013 - 12.2015
- Responsible for opening and closing accounts
- Perform office duties such as answering phone, sending faxes, and assisting customers
- Assist with customer escalation calls.
- Assist teammates with questions regarding customer accounts and provide resolutions for complaints.
- Provide managers with daily updates and team feedback.
Education
Chemeketa Community College
Salem, ORSkills
- Effective Verbal and Written Communication
- Leadership
- Microsoft Office Applications
- Planning and Organization
- Problem Solving
- Collaboration
- Customer Centric Mindset
- Agile and Innovative Mindset
- Dependable
- Proven and successful leadership
Timeline
Online Support Specialist
U.S. Bank
10.2019 - 11.2024
Contact center personal banker
U.S. Bank
06.2016 - 10.2019
Customer Account Specialist
Assurant
03.2013 - 12.2015
Chemeketa Community College
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