Gollia Anderson
Forney,TX
Summary
Seasoned Senior Customer Service Representative with 18 years in dynamic, customer-centric settings. Expertise in resolving complex inquiries and enhancing customer satisfaction while driving operational improvements. Demonstrated leadership and conflict resolution skills foster team collaboration and facilitate innovative problem-solving.
Overview
26
26
years of professional experience
Work History
311 Sr. Customer Service Representative
City & County of San Francisco
, CA
01.2007 - 04.2025
- Managed high-volume inbound calls from residents requesting city services and information
- Assessed needs through active listening and effective questioning to determine appropriate solutions
- Routed calls to the correct city departments or provided accurate contact information
- Created and processed service requests, issuing tracking numbers for follow-up and resolution
- Assisted in training new Customer Service Agent Trainees on call handling, service assessment, and call routing procedures
- Transferred emergency calls to 911 dispatch when necessary
- Completed non-emergency police reports submitted by the public
- Handled escalated calls and resolved complex customer service concerns with professionalism
- Processed service requests from back-office queues, including social media platforms and internal systems
- Maintained accurate records through timely and detailed data entry
Sr. Customer Service Representative
Bank of America
Concord, California
01.2002 - 01.2007
- Resolved escalated customer inquiries and managed complex account maintenance, including estate servicing, to ensure customer satisfaction.
- Acted as a first point of contact for complex issues, providing proactive solutions and ensuring a positive customer experience.
- Maintained deep knowledge of banking products, services, digital offerings, and compliance regulations.
- Conducted detailed account research and troubleshooting for high-value or complex accounts, enhancing resolution accuracy.
- Mentored junior customer service representatives, fostering skill development and improving team performance.
Email Customer Service Specialist
Bank of America
San Francisco, California
10.1999 - 01.2002
- Responded to client inquiries via email, ensuring accurate and timely resolution of treasury, cash management, and card/depository product issues.
- Utilized strong written communication. skills to deliver clear, professional responses via email.
- Researched and resolved complex client issues, delivering effective troubleshooting and technical support.
- Adhered to bank policies, procedures, and security protocols to mitigate risk, including authentication and identifying potential fraud.
Education
High School Diploma -
Independent High School
San Francisco, CA06-1998
Skills
- Customer relationship management
- Call center experience
- Issue resolution
- Account maintenance
- Escalation management
- Conflict resolution
- Team collaboration
- CRM software
- De-escalation techniques
- Compliance management
- Staff training
- Adaptability to change
- Team collaboration
- Professional phone voice
- Professional demeanor
- Team collaboration
Timeline
311 Sr. Customer Service Representative
City & County of San Francisco
01.2007 - 04.2025
Sr. Customer Service Representative
Bank of America
01.2002 - 01.2007
Email Customer Service Specialist
Bank of America
10.1999 - 01.2002
High School Diploma -
Independent High School