Summary
Overview
Work History
Education
Skills
Timeline
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Kimberly Cross

Kingsport,TN

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

23
23
years of professional experience

Work History

Customer Service Representative

Citi Bank
11.2022 - Current
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered 50-125 customer telephone calls promptly to avoid on-hold wait times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Escalated complicated customer account issues to supervisors and help desk workers.

CSR

Farm Bureau Of Tennessee
11.2021 - 11.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Educated customers about billing, payment processing and support policies and procedures.

Head Teller, Service Center Rep, Fraud Claims Rep

Eastman Credit Union
09.2007 - 01.2020
  • Verified amount of cash in cash drawer against day's receipts, quickly identifying errors.
  • Replenished ATM funds in empty canisters prior to validation process.
  • Answered inquiries regarding checking and savings accounts and other related products.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Created teller schedule to keep weekly and weekend shifts properly staffed.
  • Identified potential needs through observation, questioning, and listening.
  • Received car loan, home loan, and other payments and posted to accounts.
  • Provided customers with appropriate literature on banking products and services.
  • Investigated and promptly resolved issues with patron accounts.
  • Mentored newly hired team members on appropriate responses to patron questions.
  • Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
  • Researched and analyzed complex claims to determine next steps and possible outcomes.
  • Updated claims system to track claim status and provide relevant information to other department.
  • Examined reports, accounts, and evidence to determine integrity and accuracy of information.

Kimberly Cross
03.2000 - 03.2006
  • Summary
  • Dedicated Credit Union employee specializing in several areas
  • Very detail oriented when researching or investigating member issues.

Education

High School Diploma -

Clintwood High School
Clintwood, VA
06.1994

State License - Real Estate

Real Estate Training And Education Center
Kingsport TN
12.2020

Skills

  • Assist tellers Secure bank vaults
  • Deposit funds Manage customer accounts
  • Charge errors, double postings, instant issue and ordering debit / credit
  • Payments, transfers, electronic payments, balancing, withdrawals, deposits, consumer loans,
  • Fraud & disputes, fed cash orders, ATM resolution and balancing
  • Business Development Understanding
  • Microsoft Word
  • Clerical Support
  • Quality Assurance Controls
  • Customer Relations
  • Typing Proficiency
  • Active Listening
  • Research
  • Managing Multiple Tasks
  • Document Control
  • 10-Key
  • Credit Card Payment Processing
  • Fraud Detection
  • LexisNexis Accurint
  • Conflict Documentation
  • Credit Card Fraud

Timeline

Customer Service Representative

Citi Bank
11.2022 - Current

CSR

Farm Bureau Of Tennessee
11.2021 - 11.2022

Head Teller, Service Center Rep, Fraud Claims Rep

Eastman Credit Union
09.2007 - 01.2020

Kimberly Cross
03.2000 - 03.2006

High School Diploma -

Clintwood High School

State License - Real Estate

Real Estate Training And Education Center

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