Jinekia Samuel
Darlington,SC
Summary
I’m a 2024 Market All-Star. I won an I-Lead nomination. I met my goal of receiving a 5 Star call on my quality set score. I’m responsible for giving the customer the best experience possible. I make sure to be empathetic, answer all of their questions or find the answers. I like being able to own my calls which allows me to have a low transfer percentage. I’m able to turn most of my escalated calls around to having happy customers by the end of the call. I love helping my team, I have led quickstarts and peer coachings. I am able to consistently achieve a great average handle time and schedule adherence monthly. I always have my Team Leader back assisting the team when they are unavailable.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
PNC Bank
08.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Associate Of Applied Business - Accounting
Florence-Darlington Technical College
Florence, SCSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Team development
- Technical support
Timeline
Customer Service Representative
PNC Bank
08.2021 - Current
Associate Of Applied Business - Accounting
Florence-Darlington Technical College
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