Martha Calzada
Central Falls,RI
Summary
Accomplished Client Service Representative with a proven track record at Bank of America, adept in complaint handling and customer education. Excelled in building rapport and empathy, significantly enhancing customer satisfaction. Demonstrated expertise in call center operations and peer support, consistently exceeding performance metrics.
Overview
6
6
years of professional experience
Work History
Client Service Representative III
Bank Of America
07.2022 - Current
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Developed strong relationships with mentees, fostering a positive learning environment.
- Conducted regular check-ins with mentees to monitor progress towards achieving their goals and to address any concerns or challenges faced along the way.
- Enhanced peer understanding by providing one-on-one mentoring and support.
Client Service Representative II
Bank of America
11.2018 - 07.2022
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Recommended products and services to meet customers' credit card and banking needs.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
Education
Pharmacy Technician - Pharmacy Technician
Lincoln Technical Institute
Lincoln03-2010
High School Diploma -
Central Falls Highschool
Central Falls06-2007
Skills
- Call center experience
- Customer education
- Complaint handling
- Building rapport
- Quality control
- Empathy development
- Peer support
Languages
Spanish
Native or Bilingual
Timeline
Client Service Representative III
Bank Of America
07.2022 - Current
Client Service Representative II
Bank of America
11.2018 - 07.2022
Pharmacy Technician - Pharmacy Technician
Lincoln Technical Institute
High School Diploma -
Central Falls Highschool
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