Harlie Knox
Riverview,MI
Summary
Dynamic customer service professional with proven problem-solving skills and a strong background in client support at Michigan Legacy Credit Union. Adept at utilizing banking software to enhance efficiency and ensure compliance, while consistently achieving high customer satisfaction through effective issue resolution and personalized service.
Developed exceptional communication and customer service skills in high-volume, customer-focused environment. Proven ability to resolve complex issues and maintain composure under pressure. Seeking to transition into new field, leveraging strong problem-solving and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Michigan Legacy Credit Union
08.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
Sales Associate
Sleep Outfitters
05.2023 - 08.2024
- Increased customer satisfaction by providing personalized product recommendations and informative presentations on mattress features.
- Maintained a high level of product knowledge through continuous training sessions and self-guided research on mattress technologies, materials, and benefits.
- Boosted store revenue through upselling accessories, warranties, and financing options to customers.
- Assisted in planning promotional events such as sales or product launches, generating increased foot traffic and interest in store offerings.
- Enhanced the in-store experience for customers by maintaining an organized and visually appealing sales floor.
- Researched furniture materials and suggested pieces to clients based on budget and want.
- Followed up with clients after installation and delivery to gauge customer satisfaction.
Retail Wireless Consultant
U.S. Cellular
08.2022 - 05.2023
- Resolved customer issues efficiently, ensuring a positive experience for all involved parties.
- Drove an increase in overall store performance by exceeding individual sales targets and contributing significantly to team efforts.
- Participated in promotional events representing the company professionally and promoting brand awareness among potential customers.
- Researched customer database to determine current plan and offer service options.
- Maintained an organized call log system for efficient follow-ups on leads and callbacks.
Education
High School Diploma -
Canon McMillian High School
Canonsburg, PA06-2017
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Compliance awareness
- Banking software
- Computer skills
- Microsoft office
- Problem resolution
- Issue and complaint resolution
- Client confidentiality
Timeline
Call Center Representative
Michigan Legacy Credit Union
08.2024 - Current
Sales Associate
Sleep Outfitters
05.2023 - 08.2024
Retail Wireless Consultant
U.S. Cellular
08.2022 - 05.2023
High School Diploma -
Canon McMillian High School
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