Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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James Royster

Port Hueneme,CA

Summary

My objective is to incorporate team building and relationship-building initiatives to improve labor efficiency and enhance the overall customer experience.

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.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Freedom Mortgage Corporation
02.2023 - 02.2025
  • Assisted in resolving customer complaints, following procedures to find mutually beneficial solutions.
  • Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.

Customer Service Representative

Bank of America /Merrill - Wealth Management
07.2022 - 02.2023
  • Provided dedicated operational and sale support to multiple financial advisors (FA) and Chartered Accountants (CA).
  • Helped establish new client Roth and Traditional Individual Retirement Accounts (IRAs).
  • Aided in facilitating distributions, fund transfers, and calculating Required Minimum Distribution (RMD) amounts.

Customer Solutions Specialist

Comcast/NBU Universal
10.2018 - 03.2020
  • Designed and implemented customer retention strategies to increase loyalty and retain business.
  • Analyzed customer feedback and negotiated with customers to renew contract and retain their business while meeting their service/product needs.
  • Responsible for order entry on new accounts and upgrades of products and services.
  • Building positive relationships with customers and business associates.

Credit Card Retention Specialist

Citibank
09.2018 - 02.2015
  • Supported escalated concerns (credit card cancellation requests) from our credit card holders.
  • Addressed concerns by explaining the value of the products offered by the credit card.
  • Identified opportunities to improve my performance calls to assist with establishing better service levels and an overall customer experience.
  • Problem-solving and analytical skills were accessed to resolve moderate to complex issues.
  • Provided support to me peers as a Subject Matter Expert by taking escalated calls and providing keying assistance when needed.

Education

B.B.A. -

University of Phoenix
05.2024

Skills

  • Microsoft Office proficiency
  • Complaint resolution
  • Inbound and outbound calling
  • Call center experience
  • Sales expertise
  • Technical support
  • Payment processing
  • Scheduling
  • Retirement planning
  • Merchandise upselling

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Timeline

Customer Service Representative

Freedom Mortgage Corporation
02.2023 - 02.2025

Customer Service Representative

Bank of America /Merrill - Wealth Management
07.2022 - 02.2023

Customer Solutions Specialist

Comcast/NBU Universal
10.2018 - 03.2020

Credit Card Retention Specialist

Citibank
09.2018 - 02.2015

B.B.A. -

University of Phoenix

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James Royster