Nancy Hutchinson
Spring Hill
Summary
Customer service professional with 25 years of experience in management, sales, technical support, administrative services and retention. Known for exceeding goals and enhancing customer satisfaction. Flexible team player skilled in handling complex inquiries with minimal supervision.
Overview
26
26
years of professional experience
1998
1998
years of post-secondary education
Work History
Client Services Representative III
Bank of America
Tampa
01.2024 - Current
- Qualified to service Small Business Deposit and Credit Card accounts.
- 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.
- 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.
- Documented customer interactions thoroughly; recording details of inquiries and resolution.
Customer Service Advocate/ New Hire Trainer
Verizon Wireless
Tampa
10.2006 - 08.2023
- Resolved client incoming concerns with 90% first call resolution rate.
- Promoted products and services to existing and potential clients.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- 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.
- Provided training support for new employees on proper techniques for dealing with challenging customers.
Customer Service Representative
JPMorgan Chase
Tampa
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.
Education
Jefferson High School
Tampa, FLSkills
- Administrative Support
- Conflict Resolution
- Critical Thinking
- Customer Service
- Decision Making
- Document notarization
- Effective Communication
- Empathy
- Leadership
- Loan document review
- Management
- Multi-tasking
- Notary Public
- Notary Signing Agent
- Oath administration
- Problem Solving
- Regulatory compliance
- Technical Support
- Teamwork
- Title Agent
Certifications and licenses
- Notary Public
- Notary Loan Signing Agent
- Title Insurance Agent
Timeline
Client Services Representative III
Bank of America
01.2024 - Current
Customer Service Advocate/ New Hire Trainer
Verizon Wireless
10.2006 - 08.2023
Customer Service Representative
JPMorgan Chase
02.2000 - 07.2005
Jefferson High School