Helene Beri Abanda
Houston,Tx
Summary
Dynamic senior customer service representative at US Bank with a proven track record in complaint resolution, providing quality service to customers and helping new hire through coaching. Expert in understanding customer needs, I foster loyalty through effective de-escalation techniques and collaboration. Committed to enhancing customer satisfaction, I leverage data management skills, knowledge of products and following policies to drive service excellence and team success.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Usbank
06.2025 - Current
- Collaborated with cross-functional teams to enhance service delivery processes.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- I contributed significantly as a certified coach,supporting with specialty skills training and assisting employees returning from extended leave.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
Customer Experience Specialist
Usbank
01.2023 - 06.2025
- . Utilize telephone, online chat, and email platform to deliver outstanding customer service
- . Enhance customer satisfaction addressing and resolving issues in a timely manner.
- . Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customer.
- . Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- . Address customer inquiries concerns by providing solutions and alternatives.
Customer Service Agent
Usbank
07.2021 - 01.2023
- . Demonstrated empathy in handling difficult situations, fostering trust and loyalty from customers
- . Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- . Demonstrated high attention to detail, organization and management of multiple tasks .
- . Helped large volume of customers everyday with a positive attitude and focus on satisfaction.
Customer Service Representative
HEB Food and Drug Store
03.2019 - 07.2021
- . Resolved customer issues and complaints with empathy resulting in increase loyalty and repeat business
- . Responded accurately to customer requests for products services.
- . Developed strong product knowledge to provide informed recommendation based on specific needs of the customers.
- . Developed a strong rapport with customers through active listening skills, leading to high retention rate.
Education
BBA - Business Management
University of Yaoundé II, Soa
Yaoundé, Cameroon06-2007
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Effective communication
- Database management
Languages
French
Professional Working
English
Full Professional
Timeline
Senior Customer Service Representative
Usbank
06.2025 - Current
Customer Experience Specialist
Usbank
01.2023 - 06.2025
Customer Service Agent
Usbank
07.2021 - 01.2023
Customer Service Representative
HEB Food and Drug Store
03.2019 - 07.2021
BBA - Business Management
University of Yaoundé II, Soa