Overview
Work History
Education
Skills
Timeline
Generic

Heaven Crockett

Milwaukee,WI

Overview

3
3
years of professional experience

Work History

Digital Banker

BMO Bank
07.2024 - Current
  • Enhanced customer satisfaction by providing efficient and knowledgeable digital banking support.
  • Handled escalated customer complaints effectively, working towards satisfactory resolutions while upholding company policies.
  • Collaborated with team members to share best practices for handling complex customer concerns, fostering a supportive work environment.
  • Provided comprehensive support during high-traffic periods, maintaining exceptional levels of service quality despite increased workload.
  • Stayed current on company products and services, ensuring accurate information was provided to customers at all times.
  • Improved customer satisfaction by efficiently addressing and resolving digital service inquiries.
  • Managed over 20 messages per day from customers

Internal Contact Center Agent

BMO Bank
01.2024 - 07.2024
  • Maintained high call quality standards by adhering to company policies and procedures for each interaction.
  • Reduced average call handling time through effective problem-solving skills and utilizing available resources.
  • Exceeded performance metrics consistently, showcasing dedication to providing excellent customer service.
  • Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
  • Assisted bankers with questions regarding customer accounts, following directives and procedures and giving walkthroughs whenever necessary

Personal Banking Associate

BMO Bank
09.2022 - 01.2024
  • Opened, closed and updated accounts for customers.
  • Assisted customers with setting up or closing accounts, recommending relevant products to sign up for new services.
  • Provided advice on different bank products and financial options.
  • Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
  • Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
  • Developed tailored solutions to meet individual banking needs.

Education

History

Alverno College
Milwaukee, WI

High School Diploma -

Milwaukee HS of The Arts
05.2018

Skills

  • Team collaboration and cross-department communication
  • Active Listening
  • Quick thinker with ability to use logic and reasoning
  • Critical thinking & problem solving
  • Strong attention to detail
  • Written and verbal communication analysis
  • Empathy and customer-centered thinking
  • Self-motivated and goal oriented
  • Banking procedure and policy knowledge

Timeline

Digital Banker

BMO Bank
07.2024 - Current

Internal Contact Center Agent

BMO Bank
01.2024 - 07.2024

Personal Banking Associate

BMO Bank
09.2022 - 01.2024

History

Alverno College

High School Diploma -

Milwaukee HS of The Arts

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Heaven Crockett