Michael Congo
WILMINGTON,DE
Summary
Associate at WSFS Bank with a proven track record in enhancing customer service quality and engagement. Leveraged strong problem-solving skills to streamline processes, reducing wait times significantly. Demonstrated leadership by training staff and maintaining meticulous records, ensuring accountability and exceptional service delivery. Currently performing all of the listed responsibilities and have been off and on for months/years in the absence of former supervisor.
Overview
6
6
years of professional experience
Work History
Associate
WSFS Bank
09.2019 - Current
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Maintained detailed record of customer interactions, ensuring accountability and follow-up.
- Streamlined customer service processes to reduce wait times and improve service quality.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
Education
High School Diploma -
Wilmington High School
Lancaster Ave & Dupont Rd Wilmington DE 1980506-1976
Skills
- Customer service
- Time management
- Attention to detail
- Computer skills
- Leadership qualities
- Customer interaction
- Customer engagement
- Decision-making
- Complex Problem-solving
- Relationship building
- Work Planning and Prioritization
- Inventory management
- Performance improvement
- Process improvement
- Record and file management
Timeline
Associate
WSFS Bank
09.2019 - Current
High School Diploma -
Wilmington High School
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