Heather Latendress
Summerville,SC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
26
26
years of professional experience
Work History
Stay at Home Mom
Home Business
04.2018 - Current
- Developed and implemented behavior management strategies to minimize indiscipline and guide children in attaining positive behavior.
- Monitored schedules to maintain sleeping, eating, and school schedules for children.
- Supported my children in play activities, meals, and snacks, hygiene and socialization.
- Played games, worked on puzzles, and read books to young children.
- Built positive and nurturing environments to support my childrens social and emotional growth.
- Balanced playtime and limited screen time to support development of fine motor, gross motor, and cognitive skills.
- Assisted children with homework assignments and special projects across different subjects.
- Organized extracurricular schedules for sports and classes and provided safe transportation to different events.
- Bathed, dressed, and helped with teeth brushing as part of bedtime preparation.
- Engaged with children on age-appropriate level
- Completed household tasks like laundry, housekeeping and grocery shopping.
- Coordinated appointments with medical professionals.
Retention Specialist
Comcast Cable
10.2013 - 05.2016
- Built constructive customer relationships to improve loyalty and recommendations.
- Receive calls from customers wanting to disconnect services
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Identified changing customer needs and adapted service strategies to meet them.
- Resell value of the current services
- Position new lines of business or additional services
- Probe for all different lines of business and sell products based on the customers' needs
- Reviewed successes and failures to learn from previous mistakes.
Tier 2 specialized services
Bank of America
05.2013 - 08.2013
- Assisted customers in identifying issues and explained solutions to restore functionality for personal and small business accounts
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues as needed
- Research issues on various computer systems and databases to resolve complaints and answer inquiries
- Ensure customers receive delightful experience in a timely manner
- Resolve customer complaints and concerns with strong verbal and negotiation skills
- Display courtesy and strong interpersonal skills with all customer interactions.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Identified potential sales and cross-selling opportunities
- Researched and identified solutions to technical problems.
Customer Service Representative
Bank of America
05.2011 - 05.2013
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted available products and services to customers during service, account management, and order calls.
Home Loans Modification
Bank of America
10.2010 - 05.2011
- Assisted customers with completing loan applications and other paperwork.
- Proactively identified solutions for customers experiencing possible foreclosure on their home
- Assist in delaying foreclosures during modification process.
- Spoke with applicants to obtain information for loan applications and answer questions about process.
Small Business Servicing & Sales
Bank of America
07.2010 - 10.2010
- Responsible for answering calls and providing bank account information to customers, resolving customer disputes, discussing overdraft fees
- Responsible for proactively reviewing customers small business accounts and offering optional services that would help to benefit their financial needs
- Meet specified sales goals, quality and customer satisfaction goals while doing the right thing for the business and clients.
- Interacted well with customers to build connections and nurture relationships.
Customer Service Representative
Bank of America
04.2008 - 07.2010
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted available products and services to customers during service, account management, and order calls.
Customer Service Representative
APAC
01.2000 - 01.2008
- I worked for three different companies during my employment with APAC; MCI long distance services for about 2 years, T-Mobile cellular services for about 3 years and Verizon Wireless for almost 3 years
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Crew Team Member
Kentucky Fried Chicken
01.1998 - 01.2000
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Worked front counter, drive-thru and other areas.
- Collaborated with team members to complete orders.
- Took orders, prepared meals, and collected payments.
- Became familiar with products to answer questions and make suggestions.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Operated register to process payments and collect cash payment for order totals.
- Greeted customers at drive-thru and took food orders.
- Trained new employees by demonstrating tasks and coaching during daily activities.
- Supported great dining and meal experiences for guests.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Prepared products following restaurant, health, and safety standards and procedures.
- Escalated problems or complaints to relevant supervisor or manager for resolution.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Filled out daily shift log to record amount of food prepared, used and leftover.
Education
No Degree - Accounting
Western Governors University
Salt Lake City, UTHigh School Diploma - Regents
New Hartford Senior High
New Hartford, NYSkills
- Decision-Making
- Interpersonal Communication
- Conflict Resolution
- Customer Retention
- Complaint Resolution
- Telephone Etiquette
- Excellent Written and Oral Communication
- Customer Service
- Product Knowledge
- Upselling and Cross-Selling
- Drive-Thru Operations
- Customer Engagement
- Safe Food Handling
- Cash Handling
- Financial Services
- Relationship Building
Accomplishments
- Customer Survey results: I have increased customer delight in consumer banking by taking part in a customer delight pilot and ensuring that my customers were satisfied on each and every call.
- Specific goals exceeded: I have consistently met or went above and beyond my set goals. I am always striving to be the best and always looking for challenges to improve my skills.
Timeline
Stay at Home Mom
Home Business
04.2018 - Current
Retention Specialist
Comcast Cable
10.2013 - 05.2016
Tier 2 specialized services
Bank of America
05.2013 - 08.2013
Customer Service Representative
Bank of America
05.2011 - 05.2013
Home Loans Modification
Bank of America
10.2010 - 05.2011
Small Business Servicing & Sales
Bank of America
07.2010 - 10.2010
Customer Service Representative
Bank of America
04.2008 - 07.2010
Customer Service Representative
APAC
01.2000 - 01.2008
Crew Team Member
Kentucky Fried Chicken
01.1998 - 01.2000
No Degree - Accounting
Western Governors University
High School Diploma - Regents
New Hartford Senior High
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