Nancy Dowda
Julian,North Carolina
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
American Express, AMEX
Greensboro, NC
06.2017 - 09.2021
- Home Base Supervisor.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys, and used the data to improve customer service.
- Directed and supervised staff performance.
- Provided guidance to customer service representatives in resolving complex customer issues.
- Provided regular performance feedback and coaching to team members.
- Assisted with recruiting and hiring prospective candidates.
- Encouraged a positive and productive work environment among team members.
- Resolved escalated customer issues with professionalism and patience.
- Identified appropriate solutions to minimize issues, and quickly solve problems.
- Performed root cause analysis of systemic issues affecting customer satisfaction levels.
Education
High School Diploma -
Ben L Smith
Greensboro, NC05-1985
Psychology
GTCC
Jamestown NCSkills
- Inbound and outbound calling in a fast-paced environment
- Product knowledge, upgrade customers based on spending, and also explain the benefits of specific products that they currently have
- Technical Support assists customers with password resets and navigation of the website
- Call escalation, assisted leaders with escalated calls, and resolved customer concerns
- Credit adjustments, applied adjustments as needed
- Product and service solutions assisted customers with concerns about their statements or situations when trying to use their card
- Opening and closing accounts as requested by the customer
- Call center experience, worked in brick-and-mortar as well as home-based
- Call center experience
- 10-key
- Multi-task management
- Live chat support
- Problem solving
- Product knowledge
- Customer service
- Complaint resolution
- Attention to detail
- Critical thinking
- Call management
- De-escalation techniques
- Escalation management
- Home base working skills
- Self discipline/dedicated remote work ethics
Accomplishments
- Grand Performaer Award
- Monthly highest performance Award
Timeline
Customer Service Representative
American Express, AMEX
06.2017 - 09.2021
High School Diploma -
Ben L Smith
Psychology
GTCC
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