Eilis Johnson
Buffalo,NY
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Charter Spectrum
05.2024 - 11.2024
- Answer incoming customer calls and respond to inquiries in a timely and professional manner.
- Provide accurate information about products, services, and company policies.
- Resolve customer complaints and problems with empathy and efficiency.
- Document customer interactions in the system clearly and accurately.
- Follow communication “scripts” when handling different topics.
- Escalate complex issues to the appropriate department when necessary.
- Meet performance targets such as call handling time and customer satisfaction scores.
Service Representative Member
Highmark BCBS of WNY
02.2023 - 02.2024
- Open and maintain customer accounts by recording account information.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintain financial accounts by processing customer adjustments.
- Recommend potential products or services to management by collecting customer information and analyzing customer needs.
- Manage large amounts of incoming calls.
- Identify and assess customers' needs to achieve satisfaction.
- Build sustainable relationships of trust through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures and guidelines
Operational Accounting Associate
M&T Bank Accounting Department
01.2020 - 02.2022
- Performs preparation of routine clerical accounting duties and reports.
- Verifies mathematical accuracy of accounting documentations.
- Gathers and researches data to prepare routine reports for senior staff members.
- Answers questions and inquiries from branches on assigned tasks.
- Basic understanding of production work and opportunity to cross-train on processes to support branch reconciliations of GL’s.
- Adhere to applicable compliance/operational risk controls in accordance with Company or regulatory standards and policies.
- Promote an environment that supports diversity and reflects the M&T Bank brand.
- Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
Education
Bachelors - Individualized Studies for Business and Psychology
Buffalo State College
01.2021
Associates - Business Administration
Niagara County Community College
08.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Charter Spectrum
05.2024 - 11.2024
Service Representative Member
Highmark BCBS of WNY
02.2023 - 02.2024
Operational Accounting Associate
M&T Bank Accounting Department
01.2020 - 02.2022
Bachelors - Individualized Studies for Business and Psychology
Buffalo State College
Associates - Business Administration
Niagara County Community College
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