Helene Beri Abanda
Houston,TX
Summary
Dynamic Customer Experience Specialist with a proven track record at US Bank, excelling in complaint resolution and customer account management. Recognized for enhancing customer satisfaction through effective de-escalation techniques and fostering teamwork. Adept at leveraging data management skills to identify trends and drive service improvements, resulting in increased customer loyalty.
Overview
6
6
years of professional experience
Work History
Customer Experience Specialist
US Bank
01.2023 - Current
- Utilize telephone, online chat, and email platforms to deliver outstanding customer service.
- Enhance customer satisfaction by addressing and resolving issues in a timely manner.
- Monitor customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Respond proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Agent
US Bank
07.2021 - 01.2023
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among 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 and projects simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Promptly responded to inquiries and requests from prospective customers.
Customer Service Representative
HEB Food and Drug Store
03.2019 - 07.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
BBA - Business Management
University of Yaounde II Soa
Yaoundé CameroonSkills
- Data management
- Teamwork and collaboration
- Understanding customer needs
- Complaint resolution
- De-escalation techniques
- Customer account management
- Calm under pressure
- Employee coaching
Languages
English
Full Professional
French
Professional Working
Timeline
Customer Experience Specialist
US Bank
01.2023 - Current
Customer Service Agent
US Bank
07.2021 - 01.2023
Customer Service Representative
HEB Food and Drug Store
03.2019 - 07.2021
BBA - Business Management
University of Yaounde II Soa
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