Enaya Kelise Hopson
Charlotte,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
2
2
years of professional experience
Work History
Digital Bank Representative
Varo Bank
Charlotte, NC
09.2021 - 03.2022
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Assisted customers with setting up or closing accounts, and signing up for new services.
- Provided advice on different bank products and financial options.
- Checked accounts for fraud and provided law enforcement with relevant details.
Customer Service Representative
Duke Energy
Charlotte, NC
01.2021 - 09.2021
- Performed meter turn-ons and turn-offs
- Recommended products to customers, thoroughly explaining details.
- Delivered disconnect notifications to customers
- Responded to high bill requests by performing dial tests, appliance and filter checks.
- Responded to customer requests for products, services and company information.
Customer Service Representative
Spectrum
Charlotte, NC
10.2019 - 03.2020
- Handles 90+ calls daily with duties including signing up new customers, retrieving data, presenting relevant product information and canceling services
- Remain courteous and calm at all times during moments of intense customer displeasure while handling within my scope
- Received an average of 95% customer satisfaction rating, 15% higher than company average.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
West Mecklenburg High School
Charlotte, NC06.2016
Skills
- Check Cashing
- Banking Regulations
- CRM Systems
- Active Listening
- Issue and Complaint Resolution
- Call Documentation
- Responding to Difficult Customers
- Customer Account Management
- Policy and Procedure Adherence
- Answering Emails
Accomplishments
- A year of dedicated services with Project Unify in 2015-2016 working with Autistic children
- CPR Certification
- Proven work experience as a Retail Sales Associate/Customer Service Representative
- Track record of over-achieving sales quotas by applying upselling techniques
- Certified Phlebotomist 2019
Timeline
Digital Bank Representative
Varo Bank
09.2021 - 03.2022
Customer Service Representative
Duke Energy
01.2021 - 09.2021
Customer Service Representative
Spectrum
10.2019 - 03.2020
West Mecklenburg High School
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