Misty Norris

Handled customer inquiries courteously and professionally, actively listening, promptly addressing concerns, and escalating major issues to supervisors. Managed high call volumes with minimal wait times, updating account info for record-keeping. Strategically maintained customer satisfaction through needs-based solutions, product guidance, and positive experiences. Participated in meetings and training for updated product knowledge. Utilized service software for interactions and tracked satisfaction. Met call guidelines for service levels. Assisted with transactions, navigated bank systems, and addressed inquiries with courtesy. Strengthened customer relationships, directed calls, investigated disputes, and resolved concerns promptly and diligently.

Efficiently managed customer requests for products, services, and company information. Offered tailored recommendations, addressing individual needs and preferences. Kept up-to-date with product and service changes. Demonstrated expertise in navigating bank systems, processing accurate transactions, and adhering to standards and legal requirements. Provided courteous and professional responses to inquiries, requests, and complaints.

Additionally, I answered bank phone lines, routing customers to appropriate departments and delivering prompt service to prioritize their needs. Investigated disputes and suspected fraud meticulously, while also offering diligent attention to detail in resolving accounting, service, and delivery concerns.

Delivered exceptional customer service on collection calls, maintaining a calm and professional demeanor throughout. Processed payments and accurately applied them to customer balances. Skillfully negotiated for full balance collection. Operated in a call center environment, handling inbound calls from an automated dialing system. Conducted account research and due diligence to effectively resolve collection issues.

Managed a high call volume while meeting the demands of a busy and productive group. Consistently achieved performance goals. Collaborated with customers to devise debt repayment plans based on their current financial situations. Maintained precise records of customer accounts, payments, and payment plans. Demonstrated active listening skills, negotiating solutions that aligned with both creditor and debtor needs.

Recorded client details and notes in the system for interdepartmental access and review. Fostered customer relationships to facilitate payment of delinquent accounts. Responded promptly to customer inquiries, providing comprehensive account information. Processed debtor payments and accurately updated account balances. Investigated billing errors and discrepancies, taking initiative for corrective actions.