Nancy Hutchinson
Spring Hill,FL
Summary
Customer service representative with over 24 years experience in the industry, including management, administrative duties, sales, tech support and retention. Consistently exceeds goals and targets while maintaining the highest level of customer satisfaction. Flexible team member recognized for completing quality work with minimal supervision offering exceptional communication and multitasking abilities.
Overview
25
25
years of professional experience
Work History
Client Services Representative II
Bank of America
Tampa, Florida
01.2024 - Current
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
- Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
- Managed incoming calls from customers, providing prompt resolution of inquiries.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
Customer Service Advocate
Verizon
Tampa, Florida
10.2006 - 08.2023
- Resolved over 20 calls per day with 90% first call resolution rate.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Promoted products and services to existing and potential clients.
- Performed administrative duties such as scanning, copying documents, filing paperwork and updating databases.
- Monitored daily time sheets ensuring accuracy of employees' hours worked.
- Assisted with the preparation of documents for meetings or conferences including agendas, minutes and handouts.
Customer Service Representative
JPMorgan Chase
Tampa, Florida
02.2000 - 07.2005
- Excelled in a fast-past call center environment.
- Managed customer issues and determined root cause of problems to resolve product or service complaints.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted available products and services to customers during service.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
Education
Diploma -
Jefferson High School.
Tampa, FL05.1997
Skills
- Critical Thinking
- Customer Service
- Cash Handling
- Technical Support
- Multi-tasking
- Communication
- Teamwork
- Leadership
- Problem Solving
- Empathy
- Decision Making
- Management
- Administrative Support Proficiency
- Meeting Planning
- Filing
- Research
- Scheduling
Timeline
Client Services Representative II
Bank of America
01.2024 - Current
Customer Service Advocate
Verizon
10.2006 - 08.2023
Customer Service Representative
JPMorgan Chase
02.2000 - 07.2005
Diploma -
Jefferson High School.