MARIA HAMILTON
East Saint Louis,IL
Summary
Client services professional with proven track record in delivering exceptional client support. Known for collaborative approach and achieving results. Flexible and reliable, with strong skills in communication and conflict resolution.
Experienced with client relations, effectively addressing and resolving client concerns. Utilizes strong communication skills and client-focused mindset. Track record of building and maintaining positive client relationships.
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
7
7
years of professional experience
Work History
Client Services Representative III
Wells Fargo Advisors
08.2022 - Current
- Managing inbound call queue with some outbound call duties
- Demonstrating company policies and procedures throughout the day with each call
- Answering various questions and handling various customer concerns with forms and other company policies/procedures
- Servicing accounts while also processing money movement request to and from brokerage accounts
- Online resolutions including enrollment, unlocking accounts, helping guide clients through new features of the website and app
Customer Service Representative I and II
PNC Bank
12.2019 - 07.2022
- Performs customer service activities and initiatives for a broad range of products, services and problem resolution that occurs across multiple channels for our customers. Delivers CARES model to customers and service partners.
- Receives, investigates and responds to customer inquiries regarding products, services and issues via all channels through which customers are served.
- Resolves customer service inquiries and issues. Recommends appropriate solutions. Refers complex or reoccurring issues.
- Maintains high levels of customer satisfaction consistent with PNC’s core values. Demonstrates commitment to quality through customer and service partner interactions.
- Documents customer interactions and completes service requests to minimize customer effort or additional action.
CREDIT CARD SERVICE REPRESENTATIVE
SUNTRUST
05.2019 - 12.2019
- Manage inbound and outbound service calls to/from clients responding to various questions/concerns
- Demonstrate thorough understanding of organizational policies and procedures
- Ensure strict compliance with regulatory requirements, setting the example in demonstrating superior customer service and professionalism
- Submit recommendations towards process improvement and participate in all meetings for professional development
- Work to resolve all issues/concerns in order to retain loyal business and increase client satisfaction
- Quality check all documentation on file for accuracy and data integrity
LOCK BOX CLERK II
US BANK CORP.
06.2018 - 05.2019
- Performs standard closing procedures that may include a quality review to ensure all printed images and reports are legible and ensure re-association, packaging and mailing of client processed remittances meets the various client requirements
- Ability to operate, with minimal supervision, automated capture equipment and mail sorters
- Process bank payments from multiple entities, including Ford Motor, T-Mobile, AT&T to name a few
- Input of sensitive information into company database for safekeeping, attention to detail for proper processing of information
- Monitors work in process to maximize productivity and quality to meet deadlines and daily goals
- Oversee equipment to ensure maintenance and upkeep is current to ensure maximum usage
- Assists with on-the-job training and ensures all staff are fully trained
- Monitors staff production and quality performance objectives and communicates performance feedback and counseling to associates supervisor/manager
- Completes all reports as required accurately and timely, serves as a work coordinator for a small team of Lockbox Management support staff
- Responsible for the quality and completion of own work, helps develop and contributes to the achievement of team objectives
Education
No Degree - Business Administration
Southwestern Illinois College
Belleville, IL05-1994
Skills
- Strong empathy
- Client relationship building
- Call center experience
- Data entry proficiency
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 12 in the development of Quality assurance to decrease call errors.
- Achieved High Metric Scores by completing client experinces with accuracy and efficiency.
Languages
English
Full Professional
Interests
- Passionate about balancing physical health with mental and emotional wellness
- Regularly practice mindfulness and meditation for overall wellness
- Youth mentor, providing guidance and support to empower the next generation of leaders
Timeline
Client Services Representative III
Wells Fargo Advisors
08.2022 - Current
Customer Service Representative I and II
PNC Bank
12.2019 - 07.2022
CREDIT CARD SERVICE REPRESENTATIVE
SUNTRUST
05.2019 - 12.2019
LOCK BOX CLERK II
US BANK CORP.
06.2018 - 05.2019
No Degree - Business Administration
Southwestern Illinois College
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