Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Iesha Banks

Houston,Tx

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in the Customer Service 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

8
years of professional experience

Work History

Salelytics

Retention Customer Service Representative
09.2023 - Current

Job overview

  • Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
  • Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
  • Offered personalized assistance based on each client''s unique situation, leading to higher success rates in retaining customers.
  • Managed an average of 75 calls, emails and chats per day from customers

Fraud Specialist

Inbound Customer Service Representative
10.2022 - 09.2023

Job overview

  • Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Resolved complaints to satisfy customers and encourage future transactions.

Conduent AHA

Customer Service Agent
05.2020 - 10.2022

Job overview

  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Averaged a minimum of 45 calls per day from customers.

Capgemini/CVS

Customer Service Representative
07.2018 - 08.2020

Job overview

  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.

Education

Clifton J Ozen High School
Beaumont, TX

High School Diploma

University Overview

Skills

  • Documentation and reporting
  • Call management software
  • CRM
  • Type of 40 wpm
  • Account Updating
  • High-Volume Call Centers
  • Call Management
  • Issue Research
  • Performance Metrics
  • Knowledgebase Software
  • Call Management Software
  • Technical Support
  • Call Control
  • Data Entry

Timeline

Retention Customer Service Representative
Salelytics
09.2023 - Current
Inbound Customer Service Representative
Fraud Specialist
10.2022 - 09.2023
Customer Service Agent
Conduent AHA
05.2020 - 10.2022
Customer Service Representative
Capgemini/CVS
07.2018 - 08.2020
Clifton J Ozen High School
High School Diploma
Iesha Banks