JENNIFER FLOREZ
Denton,TX
Summary
Skilled at helping customers and business accounts to meet financial needs by developing customized product and service solutions. Well-versed in solving routine and complex financial problems. Good communication, multitasking and conflict resolution skills. Goal-driven professional well-versed in managing diverse customer needs with speed and efficiency. Maximizing satisfaction and bank revenue through hands-on service and support, knowledgeable product recommendations and persuasive communication skills.
Overview
9
9
years of professional experience
Work History
Business Banking Consultant
PNC Bank
08.2021 - Current
- Assisted customers with closing accounts, and signing up for new services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Evaluated client financial positions and identified most appropriate banking products.
- Documented transactions and moved money accurately to prevent errors.
- Developed tailored solutions to meet individual banking needs.
- Assist with online banking enrollment and technical difficulties within the website
- Assist with Zelle enrollment and technical issues
- Resolves customer service inquiries in regards to their business and consumer checking and saving account and their business and consumer credit card
- Implements the strategies and techniques used to ensure that customers have a positive experience with the organization and its products and services at every touch point.
- Reports unauthorized activity
- Issues new debit/credit cards
- Approves/Denies courtesy refunds
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Recommended products to customers, thoroughly explaining details.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Processed payments for credit cards via telephone with focus on accuracy and efficiency.
- Closed, and updated accounts for customers
Customer Service Representative
Sitel
07.2014 - 01.2018
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled all supervisor calls for escalated unresolved customer complaints
- Assisted agents in resolving questions regarding customer calls or emails
- Approved/Denied multiple response emails and refunds amounts over $25
- Assisted agents with trouble shooting and resolving system issues
- Responsible for issuing mandator4y time off and approved/denied voluntary time off to ensure labor goals are in line with productivity
- Responded to customer inquires or concerns via email and phone regarding billing, upgrading equipment, promotions, unauthorized activity, store complaints, opening/closing accounts, technical issues for Starbucks website, mobile apps.
- Documented all interactions with customers
- Answered customer telephone calls promptly to avoid on-hold wait times
Education
Associate of Science - Liberal Arts And Sciences
Barton County Community College
Great Bend, KS05.2021
Skills
- Money Transfers
- Microsoft Word
- Microsoft Excel
- Credit Card Payment Processing
- Typing Proficiency
- Refund Processing
- Technical Support
- Microsoft Outlook
- Fast Learner
- Highly dependable
- Inbound Customer Service
- Issue and Complaint Resolution
Timeline
Business Banking Consultant
PNC Bank
08.2021 - Current
Customer Service Representative
Sitel
07.2014 - 01.2018
Associate of Science - Liberal Arts And Sciences
Barton County Community College