Merri Kilian
Spokane Valley,WA
Summary
Dynamic Priority Service Representative with a proven track record at Washington Trust Bank, excelling in customer relationship management and conflict resolution. Leveraged computer skills and interpersonal abilities to enhance customer satisfaction and productivity. Achieved notable upsell rates by applying extensive service/product knowledge and a commitment to exceptional service.
Overview
11
11
years of professional experience
Work History
Priority Service Representative
Washington Trust Bank
09.2013 - Current
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained productivity and quality standards at all times.
- Scheduled appointment to resolve more complex issues.
- Provided information about company products and services, and capitalized on upsell opportunities.
- Accepted payments and updated accounts with latest information.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
- Assist in online banking services/online conversations
Education
Bachelor of Arts - Business Management
University of Phoenix
Tempe, AZ12-2013
Associate of Arts - Financial Services
University of Phoenix
05-2010
Skills
- Customer relationship management
- Customer relations
- Customer support
- Communication, adaptability, and project management skills
- Conflict Resolution
- Resourcefulness
- Reliability and punctuality
- Teamwork and Collaboration
- Computer skills
- Interpersonal skills
- Service/Product Knowledge
Timeline
Priority Service Representative
Washington Trust Bank
09.2013 - Current
Bachelor of Arts - Business Management
University of Phoenix
Associate of Arts - Financial Services
University of Phoenix
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