Lady Haynes
Ocean Springs,MS
Summary
Dedicated and customer-centric professional with a strong background in banking operations, a passion for delivering exceptional customer service and with extensive experience in managing customer inquiries and resolving escalated issues. Skilled in handling complex situations to ensure customer satisfaction and retention.
Overview
5
5
years of professional experience
Work History
Customer Care Representative (Digital)
PNC Bank
Pittsburgh, PA
03.2023 - Current
- Engage with customers through LiveEngage to address inquiries, resolve issues, and provide product/service information using CARES model .
- Utilize active listening skills and empathy to understand customers' needs and concerns, ensuring a personalized and satisfactory resolution.
- Demonstrate proficiency in navigating multiple software systems simultaneously to access customer accounts for maintenance.
- Collaborate with cross-functional teams, including senior associates, to escalate complex issues and ensure timely resolution.
- Maintain accurate and detailed records of customer interactions and follow-up actions, adhering to company policies and procedures.
Retail Support Inbound
PNC Bank
Pittsburgh, PA
04.2022 - 03.2023
- Provided guidance and training to employees seeking assistance with policies and procedures ensuring quality customer service using CARES model.
- Researched solutions to customer inquiries using available resources.
- Ensured compliance with company policies and procedures when providing assistance.
- Communicated regularly with customers regarding their cases, keeping them updated on progress towards resolution.
- Resolved customer inquiries and complaints requiring management-level escalation.
Customer Care Representative
PNC Bank
Pittsburgh, PA
03.2021 - 04.2022
- Handled inbound calls, from banking customers regarding account inquiries, transactions, product information, and service-related issues using Cares Model.
- Provided personalized assistance and guidance to customers, addressing their needs and concerns in a professional and courteous manner.
- Educated customers on banking products, services, features, and benefits, helping them make informed decisions and maximize the value of their banking relationship.
- Escalated customer complaints, effectively and efficiently, ensuring timely resolution and customer satisfaction.
Customer Care Representative
Beau Rivage
Biloxi , MS
02.2020 - 02.2021
- Booked and confirmed travel arrangements, including flights, accommodations, transportation, and other services, using reservation systems and online booking platforms for 3 MGM properties.
- Coordinated with airlines, hotels, tour operators, and other travel suppliers to ensure seamless execution of travel arrangements and resolve any issues or discrepancies.
- Coordinated with airlines, hotels, tour operators, and other travel suppliers to ensure seamless execution of travel arrangements and resolve any issues or discrepancies.
- Handled customer inquiries, complaints, and emergencies professionally and efficiently, offering solutions and assistance to resolve issues and ensure customer satisfaction.
Guest Services Representative
Beau Rivage Resort & Casino
Biloxi, MS
06.2019 - 02.2020
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Answered inbound calls to respond to customer inquiries and transferred calls to appropriate staff members.
- Greeted guests and provided information regarding hotel services, amenities, and local attractions.
- Provided assistance to guests throughout their stay such as, but not limited to, housekeeping, dinner reservations, and security concerns.
Education
High School Diploma -
Penn Foster High School
Scranton, PA09-2020
Bachelor of Science - Accounting
Southern New Hampshire University
Hooksett, NHSkills
- Written Communication
- Verbal Communication
- Customer Service-Oriented
- Customer Complaint Resolution
Timeline
Customer Care Representative (Digital)
PNC Bank
03.2023 - Current
Retail Support Inbound
PNC Bank
04.2022 - 03.2023
Customer Care Representative
PNC Bank
03.2021 - 04.2022
Customer Care Representative
Beau Rivage
02.2020 - 02.2021
Guest Services Representative
Beau Rivage Resort & Casino
06.2019 - 02.2020
High School Diploma -
Penn Foster High School
Bachelor of Science - Accounting
Southern New Hampshire University