Freda Henderson
Cleveland,OH
Summary
Versatile customer service professional with extensive experience and proven history of accurately assessing needs and going above and beyond to meet those needs and provide comprehensive support. First-rate team player with excellent communication and interpersonal skills. Hardworking consummate professional who always maintains the utmost personal integrity. Detail-oriented and committed to excellence. Strong organization, time-management, and multi-tasking skills.
Overview
18
18
years of professional experience
Work History
CL Customer Care Specialist Sr.
Progressive
01.2020 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with customers to identify needs and expectations.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Verified accuracy of customer account information and updated when necessary.
- Coaching/Mentoring
- Facilitate ATS Sessions
- Processing
Customer Service Specialist Sr.
PNC Wealth Management
05.2017 - 08.2019
- Callback verifications with Wealth Clients, Approve wire distributions, Process domestic and international wires, Team Lead, Train new hires, Create and update policies and procedures, Data entry, Communicate with partners within PNC Wealth
IRA Ops Associate
PNC Investments
06.2011 - 05.2017
- Process/approve IRA distribution and contribution, Monitor distribution queues to ensure the SLA is met, Send emails to representatives to notify of insufficient funds, Communicate with other teams to complete both accurate and efficient request, Assist team in processing accurate and efficient work within SLA, Train new hires
Teller Supervisor
PNC Bank
08.2005 - 06.2011
- Management duties to assist Branch Manager with branch operations, organization and sales function, Develop action plans for the Teller line to maintain 5-star behaviors, Maintain branch cash guidelines in accordance with audit regulations, Coach and audit Teller staff to reassure their success, Maintain operational binder in accordance with a successful BAT, Train/mentor all new hires for the Downtown Cleveland District
Education
Cuyahoga Community College
Cleveland, OHHigh School Diploma -
Glenville High School
Cleveland, OH06.1983
Skills
- Standard, professional office techniques and machinery
- Effective customer service skills (via email, phone and face-to-face)
- Ability to facilitate and manage employees to enhance engagement and increase productivity
- Streamline and capitalize on processes and policies to reach goals and yield positive results
- Utilize effective training and mentoring techniques
- Efficient cash handling, auditing and training
- Monitor and update policies and procedures for compliance
- School volunteer (Cedar Hill Christian School)
- Foster parent (Parmadale Catholic Charities Diocese of Cleveland)
Accomplishments
- Supervised team of 10 staff members.
- Achieved White belt certification through Six Sigma.
Timeline
CL Customer Care Specialist Sr.
Progressive
01.2020 - Current
Customer Service Specialist Sr.
PNC Wealth Management
05.2017 - 08.2019
IRA Ops Associate
PNC Investments
06.2011 - 05.2017
Teller Supervisor
PNC Bank
08.2005 - 06.2011
Cuyahoga Community College
High School Diploma -
Glenville High School
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