JESSE SUNDERLAND
Provo,UT
Summary
Personable Member Service Representative offering 10 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
Mountain America Credit
11.2020 - 07.2021
- Responsible for provided expert service and problem solving for credit union members and as well as providing solution for improving their credit union experience
- Provide quality service to credit union members to resolve problems and enhance their financial relationship with Mountain America
- Cross-sell credit union products and services to members over phone to encourage full-financial relationship with credit union
- Advise and assist members in making informed decisions regarding their accounts, i.e., forgeries, lost or stolen credit cards, returned checks or deposits
- Adhere to philosophy and mission of credit union in actions and communications
- Resolved over 80 customer issues per shift by researching and exploring answers, implementing solutions and escalating unresolved problems to upper management
Customer Service/ Money Services Representative
Smith's Food and Drug
11.2016 - 11.2020
- Responsible for handling customer complaints and providing satisfactory resolution, as well as teller services
- Promptly respond to customer enquiries in person or via phone
- Quickly and efficiently open customer accounts and accurately submit payments
- Maintain customer rewards accounts by processing customer adjustments in professional manner
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Served customers and followed outlined steps of service
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Increased customer satisfaction by resolving product or service issues
Product Niche Consultant/ Online Retail Coach
Learning Systems LLC, American Fork
01.2015 - 11.2016
- Responsible for training of clients over phone in creation of successful online retail business
- Successfully taught computer literacy to clients with little to no experience
- Kept records of customer interactions, as well as their progress, strengths, and areas where improvement would be needed
- Collaborated with team to quickly resolve customer complaints with appropriate action
- Effectively managed approximately 100 outgoing phone appointments with clients weekly.
Front End Manager
Quality Food Center/ Smith's Food and Drug, Stanwood
03.2012 - 01.2015
- Used strong communication skills to collaborate with team members to ensure efficient guest service
- Created and maintained front end weekly work schedule for all front-end associates
- Scheduled and covered breaks for front end associates
- Greeted and welcomed customers with warm, friendly and positive attitude
- Coordinated replenishment of supplies and equipment for front end
- Strategically scheduled 12 plus team members to maintain optimal staffing at all times
- Monitored cash drawers in 8 checkout stations to verify adequate cash supply
Education
GED -
Stanwood High School
Stanwood, WA11.2011
Skills
- Customer Account Management
- Issue and Complaint Resolution
- POS Systems and Ordering Platforms
- Verbal and Written Communication
- Order and Refund Processing
- Multitasking and Prioritization
- Upselling Products and Services
- Accurate Recordkeeping
- Microsoft Office
- Online Chat
Timeline
Customer Service Agent
Mountain America Credit
11.2020 - 07.2021
Customer Service/ Money Services Representative
Smith's Food and Drug
11.2016 - 11.2020
Product Niche Consultant/ Online Retail Coach
Learning Systems LLC, American Fork
01.2015 - 11.2016
Front End Manager
Quality Food Center/ Smith's Food and Drug, Stanwood
03.2012 - 01.2015
GED -
Stanwood High School
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