Maria Oh Liz
Lowell,NC
Summary
Professional with strong background in customer service and communication, well-prepared to excel in this role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
Overview
13
13
years of professional experience
Work History
Contact Center Representative
TD Bank
01.2022 - Current
- Built and maintained strong customer relationships in a high-volume Contact Center by providing quality customer service and sales support.
- Developed a deep understanding of banking policies and procedures to address customer inquiries effectively.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Contributed to continuous improvement initiatives, implementing feedback from supervisors and peers to enhance personal performance.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Streamlined processes for faster issue resolution, contributing to overall contact center efficiency.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Collaborated with cross-functional teams to provide seamless support for customers during various stages of the service process.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Enhanced team productivity through effective collaboration and communication with colleagues.
Manager
Citgo
04.2013 - 12.2021
- Managed a team, recruiting, selecting, and training staff to ensure a safe and productive work environment.
- Ensured compliance with safety and legal regulations, contributing to a secure and efficient workplace.
- Cross-trained existing employees to maximize team agility and performance.
Service Specialist
Peoples Bank
08.2017 - 02.2019
- Demonstrated strong knowledge of transaction processing policies and ensured compliance with banking regulations.
- Improved customer satisfaction by addressing and resolving service-related issues promptly and professionally.
- Achieved high levels of productivity by optimizing workload management methods and prioritizing tasks according to urgency.
Education
Bachelor of Science - Finance
University of North Carolina At Charlotte
Charlotte, NC05-2020
Skills
- Complaint resolution
- Workload management
- Problem-solving skills
- Data entry
- Verbal and written communication
- Product knowledge
- Customer relationship management
- Sales expertise
- FLUENT IN Spanish
- Team collaboration
- Effective communication
- Proficiency in MS Excel, Powerpoint, Word, Project, Outlook
Timeline
Contact Center Representative
TD Bank
01.2022 - Current
Service Specialist
Peoples Bank
08.2017 - 02.2019
Manager
Citgo
04.2013 - 12.2021
Bachelor of Science - Finance
University of North Carolina At Charlotte