Erica Essien
Reynoldsburg
Summary
Personable, dedicated & Customer-focused Senior Customer Service Representative known for highly productive and efficient task completion. Skilled in conflict resolution, communication, and time management, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, fostering positive interactions and solutions to complex customer inquiries.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative
Chase Bank
Westerville
11.2007 - 04.2025
- Resolved customer complaints by employing effective problem-solving techniques to enhance customer satisfaction.
- Handled difficult situations with tact and professionalism to maintain positive customer relationships.
- Managed customer conflicts by staying calm and utilizing internal knowledge bases to develop effective solutions.
- Assisted customers with account inquiries and transaction issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Maintained accurate records of customer interactions and transactions.
- Utilized banking software to manage customer accounts efficiently.
- Ensured compliance with company policies and regulatory requirements consistently.
- Collaborated with team members to streamline service processes.
- Met and exceeded performance goals to support long-term company growth.
Education
GED -
South High School/Dayton Job Corps.
Dayton, OH09-1998
Skills
- CRM software
- Call center experience
- Complaint resolution
- Understanding customer needs
- Attention to detail
- Multitasking and prioritization
- Time management
- Team collaboration
- Conflict resolution
- Active listening
- Computer skills
Timeline
Senior Customer Service Representative
Chase Bank
11.2007 - 04.2025
GED -
South High School/Dayton Job Corps.