Margaret Burdis
210 S 24th St Apt 304,NE
Summary
Dynamic Customer Service Representative with proven success at BMO Bank of Montreal, recognized for exceeding performance metrics and enhancing customer satisfaction. Skilled in conflict resolution and relationship building, I excel in training new hires and implementing best practices to drive team success and improve user experience.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
BMO Bank of Montreal
13220 California St Omaha, NE 68154 United States
09.2023 - Current
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to team meetings by sharing insights on common customer issues and solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Customer Service Representative
Bank of the West
13220 California St Omaha, NE 68154 United States
11.2019 - 09.2023
- Assisted customers with inquiries regarding account services and transactions.
- Handled customer complaints efficiently, ensuring timely resolution and satisfaction.
- Processed account openings and closings, maintaining compliance with bank policies.
- Educated clients on digital banking tools to enhance user experience.
- 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.
- Responded to customer requests for products, services, and company information.
- 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.
Assistant Manager
Planet Fitness
3501 L St Omaha, NE 68107 United States
11.2018 - 11.2019
- Assisted in managing daily gym operations and member services to ensure a positive experience.
- Supported staff training initiatives to enhance service delivery and operational efficiency.
- Collaborated with management on marketing strategies to increase membership engagement and retention.
- Implemented quality control measures to maintain cleanliness and safety standards within the facility.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Sales Manager
Pier One Imports
17255 Davenport St Omaha, NE 68118 United States
11.2017 - 11.2018
- Developed and implemented sales strategies to enhance customer engagement and drive revenue growth.
- Analyzed market trends to identify opportunities for expanding product offerings and increasing competitiveness.
- Fostered relationships with key clients, enhancing customer loyalty through personalized service approaches.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
Cashier
Micheals Craft Store
713 S 7nd St Omaha Ne 68114
09.2016 - 11.2017
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balances throughout shifts.
- Collaborated with team members to enhance customer service experience.
- Adapted quickly to changing priorities during peak business hours.
- Learned company policies and procedures for handling returns and exchanges.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Skills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Complaint resolution
Payment processing
Customer satisfaction measurement
Client relations
Professional telephone demeanor
Call center operations
Microsoft outlook
Scheduling
Follow-up skills
Call management
Product knowledge
Team development
Customer relationship management (CRM)
Prioritization
Staff training
De-escalation techniques
Live chat support
Product sales
Sales expertise
Microsoft Office Suite
Microsoft PowerPoint
Quality control
Dispute resolution
Customer education
Education
High School Diploma -
Westside High School
8701 Pacific St Omaha, NE 68114 United StatesAssociate - Business Administration
Metropolitan Community College
Omaha, NE 01.2021 - 01.2023
Timeline
Customer Service Representative
BMO Bank of Montreal
09.2023 - Current
Associate - Business Administration
Metropolitan Community College
01.2021 - 01.2023
Customer Service Representative
Bank of the West
11.2019 - 09.2023
Assistant Manager
Planet Fitness
11.2018 - 11.2019
Sales Manager
Pier One Imports
11.2017 - 11.2018
Cashier
Micheals Craft Store
09.2016 - 11.2017
High School Diploma -
Westside High School