Evelina Rowan
Summary
Practiced Customer Service with more than 16 years of experience contributing to client satisfaction, retention, and loyalty. Skilled in identifying and targeting individual needs, recommending products and services, and delivering customized solutions and hands-on support. Adept at working collaboratively to deliver timely and quality responses to service requests. Offering proven history of success within diverse environments, continuously surpassing goals while complying with company standards and mission.
Overview
25
25
years of professional experience
Work History
Acquisition Support Coordinator
The Perfect Workout
11.2022 - Current
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Committed to The Perfect Workout Company Core Values.
- Evidence-based: provided all inquiries with update information by constantly reviewing best practices and TPW provided education.
- World-Class Customer Service: answered every call and question with the intention of having a positive outcome.
- Teamwork: worked on being ontime and adjusted my schedule to meet the needs of my group. Prepared ahead any necessary materials for our weekly meetings.
- Candor: actively pursued a positive outcome as an objective when important issue arises.
- Kaizen: reviewed new practices to apply to my daily routine.
Senior Fraud Specialist
Bank Of America
02.2021 - 04.2022
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Carried out day-day-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Call Center Customer Service Representative
Bank Of America
06.2019 - 01.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
Facility Manager
The Perfect Workout
11.2015 - 06.2019
- Facility Manager/Certified Personal Trainer, educated clients how to modify exercises appropriately to avoid injury.
- Contributed to the operation of a clean, friendly and well- maintained health club.
- Carefully evaluated member needs and assisted them in achieving personal fitness goals.
- Took part in club promotions to recruit new members and increase club sales, have met monthly revenue, service and customer satisfaction goals, achieved facility targets, including revenue goals and member retention rates.
- Regularly trained staff on fitness industry updates and coached personal trainers on professional conduct.
- Counseled clients on proper nutrition and exercise habits.
Call Center Representative
National Grid Usa Service Company Inc.
05.2013 - 06.2014
- Demonstrated mastery of customer service call script within specified time-frames, addressed customer service inquiries in a timely and accurate fashion.
- Maintained up-to-date records and provided reasonable and appropriate information in response to customer inquiries.
- Switched over by recommendation to night shift dispatcher for gas emergencies.
Install Coordinator
IPC Systems Inc.
02.2000 - 05.2013
- Provided exemplary level of customer service to all individuals, including clients and company personnel.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Carried out day-day-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Education
Bachelor Of Social Work And Sociology - Social Work
College of New Rochelle, The
New Rochelle, NY1985
Skills
- Problem-solving skills
- Relationship building
- Multi-tasking strength
- Exceptional customer service
Timeline
Acquisition Support Coordinator
The Perfect Workout
11.2022 - Current
Senior Fraud Specialist
Bank Of America
02.2021 - 04.2022
Call Center Customer Service Representative
Bank Of America
06.2019 - 01.2021
Facility Manager
The Perfect Workout
11.2015 - 06.2019
Call Center Representative
National Grid Usa Service Company Inc.
05.2013 - 06.2014
Install Coordinator
IPC Systems Inc.
02.2000 - 05.2013
Bachelor Of Social Work And Sociology - Social Work
College of New Rochelle, The
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