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, WIHigh 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