Jamie Brown
Greentown,PA
Overview
11
11
years of professional experience
Work History
Customer Service Rep Senior CCC New Hire Mentor
PNC Bank
07.2021 - Current
- Assisted customers with inquiries and requests, providing accurate information and support.
- Resolved customer complaints efficiently, ensuring satisfaction and retaining loyalty.
- Utilized CRM software to document interactions and track customer issues effectively.
- Collaborated with team members to improve service delivery and streamline processes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Learned product features and services quickly to offer informed recommendations to customers.
- Maintained up-to-date knowledge of company policies and procedures for accurate assistance.
- Handled high-volume calls while maintaining professionalism and composure in challenging situations.
- Participated in training sessions to enhance skills in customer service best practices and tools.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Improved resolution time with effective problem-solving for customer complaints.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Branch Sales and Service Assoicate
PNC Bank
07.2014 - Current
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Processed transactions accurately and efficiently using point-of-sale systems.
- Assisted in inventory management, ensuring stock levels met operational needs.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Trained new associates on company policies and best practices for service excellence.
- Implemented process improvements that reduced wait times and enhanced workflow efficiency.
- Maintained a clean and organized work environment to promote safety and productivity.
- Monitored customer feedback to identify areas for service enhancement and operational adjustments.
- Handled high-volume calls, effectively addressing customer needs while maintaining professionalism.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Collaborated with team members to streamline processes and improve overall service efficiency.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Developed strong relationships with clients through consistent communication and excellent service delivery.
- Managed client accounts by updating information and processing transactions accurately.
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Maintained accurate records of customer interactions, ensuring consistency in service delivery.
- Exemplified a strong work ethic by reliably completing assigned tasks on time or ahead of schedule.
- Actively participated in team meetings, sharing valuable insights for process improvements and best practices adoption.
- Provided comprehensive training to new associates, improving their skillset and productivity levels quickly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Balanced multiple priorities effectively while maintaining a keen focus on delivering exceptional customer experiences consistently.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Call management
- Product knowledge
- Team development
- Live chat support
- Dispute resolution
- Customer education
- Account updating
- Research
Timeline
Customer Service Rep Senior CCC New Hire Mentor
PNC Bank
07.2021 - Current
Branch Sales and Service Assoicate
PNC Bank
07.2014 - Current