m l
Detroit,MI
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
16
16
years of professional experience
Work History
Finance Clerk II
City Of Oak Park
Oak Park, MI
06.2019 - Current
- Prepared bank deposits by compiling data from cashiers, verifying and balancing receipts and sending payment to banks.
- Prepared logical and accessible reports to support financial forecasting.
- Examined financial statements and records to collect important details and verify calculations.
- Maintained, organized and stocked clerk window areas.
- Organized and reported on financial information to document payment histories and assist with sound financial accounting.
- Operated computers programmed with accounting BSA software to record, store and analyze information.
- Drafted and uploaded concise journal entries into accounting software systems.
- Trained new clerks in processes and procedures for financial institution, answering questions and providing guidance.
- Documented customer payment interactions and account statuses for future reference.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Entered client details and notes into system for interdepartmental access and review.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Researched billing errors and discrepancies to initiate corrective action.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Used accounting software to prepare weekly and monthly financial reports.
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Maintained excellent financial standings by working closely with bookkeeper to process business transactions.
CUSTOMER SERVICE REPRESENTATIVE
North American Bancard LLC
08.2016 - 06.2019
- Evaluated customer information to explore issues, develop potential solutions andmaintain high-quality service
- Adhered to company policies and scripts to consistently achieve call-time and qualitystandards
- Educated customers on product and service details and information
- Received multiple positive reviews acknowledging dedication to excellent customerservice
- Fielded customer questions regarding available merchandise, sales, current prices andupcoming company changes
- Promoted available products and services to customers during service, accountmanagement and order calls
- Collaborated with internal partners and customers to determine user needs and delivertechnical protocols to correct
- Ensured accurate responses to questions and inquiries by maintaining advanced productknowledge
- Modernized and improved operational procedures to increase efficiency and profitability
- Optimized customer support by establishing a collaborative service environment
- Mentored new hires, resulting in stronger staff development and increased productivity
- Supporting new hires with questions, procedures, and account maintenance
- Interacted with customers professionally by phone, to provide information and directedto desired staff members
- Received and routed business correspondence to correct departments and staffmembers
- Answered telephone calls to field inquiries from clients, vendors and various other callersseeking information
CUSTOMER SERVICE REPRESENTATIVE II
03.2014 - 05.2016
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Cross-trained and backed up other customer service managers
- Adhered to all confidentiality requirements at all times
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues
- Promptly responded to inquiries and requests from prospective customers
- Assumed ownership over team productivity and managed work flow to meet or exceedquality service goals
- Strong leader of customer support staff
- Trained staff on operating procedures and company services
- Provided accurate, specific and timely performance feedback for CSRs
- Identified individual development needs with appropriate training
- Maintained up-to-date knowledge of product and service changes
TELLER
Comerica Bank
08.2012 - 05.2013
- Organized and removed online banking files no longer in use
- Executed customer transactions, including deposits, withdrawals, money orders andchecks
- Received regional branch recognition award for 4% sales increase
- Organized, stocked and maintained the teller window area
- Processed quarterly Vault and ATM audits with a zero error rate
- Coordinated daily cash reconciliation at a high-volume location
- Handled various accounting transactions
- Collected member loan payments
- Sold cashier's checks, traveler's checks and money orders
- Processed exchange and foreign currency
- Advised clients on mortgage, educational and personal loans
- Maintained friendly and professional customer interactions
SALESASSOCIATE, Bath&Body Works
09.2012 - 11.2012
- Stocked and replenished merchandise according to store merchandising layouts
- Priced merchandise, stocked shelves and took inventory of supplies
- Cleaned and organized the store, including the checkout desk and displays
- Alerted customers to upcoming sales events and promotions
- Identified potential shoplifters and alerted management
- Handled all customer relations issues in a gracious manner and in accordance withcompany policies
- Welcomed customers into the store and helped them locate items
- Educated customers about the brand to incite excitement about the company's missionand values
- Verified that all customers received receipts for their purchases
- Followed merchandising guidelines to present visually appealing displays
- Determined customer needs by asking relevant questions and listening actively to theresponses
- Maintained established merchandising standards, including window, sales floor andpromotional displays
SALESASSOCIATE/ASSISTING MANAGER
Finish Line
07.2011 - 08.2012
- Answered questions regarding the store and its merchandise
- Demonstrated use and care of merchandise
- Greeted customers and ascertained customers' needs
- Helped customers with questions, problems and complaints in person and via telephone
- Stocked shelves and supplies and organized displays
- Organized racks and shelves to maintain the visual appeal of the store
- Developed positive customer relationships through friendly greetings and excellentservice
- Trained and served as a peer coach for new sales associates
- Accurately logged all daily shipping and receiving orders
- Answered customer questions about product availability and shipment times
- Processed cash and credit payments rapidly and accurately
- Interviewed job candidates and made staffing decisions
- Counted cash drawers and made bank deposits
- Assigned employees to specific duties to best meet the needs of the store
- Reordered inventory when it dropped below predetermined levels
- Instructed staff on appropriately handling difficult and complicated sales
- Examined merchandise to verify that it was correctly priced and displayed
- Scheduled and led weekly store meetings for all employees
- Reported to the district manager regarding all store and staff issues
- Completed profit and loss performance reports
- Generated repeat business through exceptional customer service
- Conducted store inventories once per quarter
SHIFT MANAGER
McDonald's
12.2009 - 06.2011
- Carefully interviewed, selected, trained and supervised staff
- Actively participated in ongoing customer service programs to build sales and rapport inthe community
- Led and directed team members on effective methods, operations and procedures
- Prepared for and executed new menu implementations
- Maintained a safe working and guest environment to reduce the risk of injury andaccidents
- Created fun team building activities to engage staff in up-selling to meet revenue targets
- Met, greeted and encouraged feedback from customers and used feedback to implementpositive changes within the restaurant
- Assisted in maintaining preparation and service areas in a sanitary condition Checkedtemperatures of freezers, refrigerators, and heating equipment to ensure properfunctioning Cleaned and organized eating, service, and kitchen areas Cleaned andsterilized equipment and facilities Trained kitchen staff on proper use of equipment, foodhandling, and portion sizing
- Maintained daily cleanliness of broiler and fryers
- Inspected restrooms for cleanliness and availability of supplies and cleaned restroomswhen necessary
Education
Associate of Applied Science -
Baker College
High School Diploma - undefined
Kalamazoo Central High School
2011
Skills
- Customer Oriented
- Exceptional Communication Skills
- MS Windows
- BS&A
- Quick learner
- Knowledgeable
- Multi-line phone
- Mediation capability
- Positive
- Active listening skills
- Analytical
- 10-key, Rapport
- Accounting
- Receiving
- Journal Balancing
- Cashier
- Shipping
- Employee Coaching
- Team player
- Customer relationship focused
- Phone and Customer Facing Support
- Data entry
- Detail-oriented
- Inventory
- Team building
- Organized
- Cash Handling
- Problem Solver
- Profit and loss
- Quality Coaching
Additional Information
- Knowledgeable and dedicated customer service professional with extensive experience inmultiple industries. Solid team player with outgoing, positive demeanor and proven skills inestablishing rapport with clients. Motivated to maintain customer satisfaction andcontribute to company success. Specialize in quality, speed and process optimization.Articulate, energetic and results-oriented with exemplary passion for developingrelationships, cultivating partnerships and growing businesses.
Timeline
Finance Clerk II
City Of Oak Park
06.2019 - Current
CUSTOMER SERVICE REPRESENTATIVE
North American Bancard LLC
08.2016 - 06.2019
CUSTOMER SERVICE REPRESENTATIVE II
03.2014 - 05.2016
SALESASSOCIATE, Bath&Body Works
09.2012 - 11.2012
TELLER
Comerica Bank
08.2012 - 05.2013
SALESASSOCIATE/ASSISTING MANAGER
Finish Line
07.2011 - 08.2012
SHIFT MANAGER
McDonald's
12.2009 - 06.2011
Associate of Applied Science -
Baker College
High School Diploma - undefined
Kalamazoo Central High School