Jeannie Timoteo

· Take customer calls and provide accurate, satisfactory answers to their queries and concerns

· De-escalate situations involving dissatisfied customers, offering patient assistance and support

· Call clients and customers to inform them about the company's new products, services and policies

· Guide callers through troubleshooting, navigating the company site or using the products or services

· Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items

· Collaborate with other call center professionals to improve customer service

· Help to train new employees and inform them about the company's customer management policies

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• Answered customer telephone calls promptly to avoid on-hold wait times.

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
• Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Managed resources and staff, developed sales goals, delivering customer service, and growing the location's revenues.
• Oversee the performance of other employees who work in branches.
• Great leadership & Multitasking skills.
• Maintain Daily to Yearly Audits on branch functionality.
• Manage staffing with Schedules and payroll
• All other numerous tasks when needed
• Assisted in Call Center inbound calls 2 years
• Assisted opening new accounts and loan intake processing from Auto, Personal,Home Equity. 3 years

• Resolved customer complaints and addressed emergency requests and needs.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Documented and detailed calls and complaints using call center's CRM database.
• Escalated complicated customer account issues to supervisors and help desk workers.
• Researched issues through identification of similar past problems and recommended most appropriate solution.
• Detailed payment options and explained price, receipt and billing details to customers.
• Approved and terminated customer contracts upon request.