Nancy Walker
Grafton,OH
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.
Overview
22
22
years of professional experience
Work History
Senior Customer Support Representative
KeyBank
Cleveland, OH
01.2021 - 03.2024
- Provided high-level customer service to resolve escalated customer inquiries.
- Collaborated with colleagues to develop strategies for improving overall customer experience outcomes.
- Identified trends in complaints and requests by analyzing past incidents and developing solutions accordingly.
- Contributed ideas for new features or improvements based on user feedback.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Attended regular training sessions on updates and changes within the industry or organization.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
KeyBankRelationship Banker
Chemical Bank (now under TCF Bank)
01.2012 - 01.2020
- Consistently meeting or exceeding quarterly branch sales goals
- Promote good customer service by consistently providing exceptional customer satisfaction
- Complete customer transactions correctly and efficiently
- Maintain product knowledge to better assist customers
- Demonstrate positive team skills
- Maintain knowledge of all bank policies, procedures, and regulations
- Order office supplies
- Print daily branch exception reports, along with correcting those exceptions correctly and as efficiently as possible
- Open new accounts and maintain existing accounts
- Answer incoming branch phone calls
- Handling daily branch tasks such as proper opening/closing procedures, balancing my assigned drawer, and printing daily reports
- Experience with Microsoft programs, such as Excel, Outlook, and Word.
Teller/Lead Teller
FirstMerit Bank
01.2008 - 01.2012
- Consistently meeting or exceeding sales goals
- Promote good customer service by consistently providing exceptional customer satisfaction
- Completing customer transactions correctly and efficiently
- Maintain product knowledge to better assist customers
- Demonstrate positive team skills
- Maintain knowledge of all bank policies, procedures, and regulations
- Answer incoming branch phone calls
- Handling daily branch tasks such as balancing my assigned drawer, auditing and balancing ATM, and proper opening/closing procedures
- Ordering and shipping money for the branch
- Supervisor of the teller line.
Server
Olive Garden Italian Restaurant
01.2007 - 01.2009
- Greet and wait on customers
- Consistently meeting or exceeding sales goals on certain products set by restaurant management
- Handling customer's bills correctly and efficiently
- Providing exceptional customer service to every customer in the restaurant
- Completing daily shift tasks such as balancing my drawer, assisting co-workers, and closing duties.
Server
Friendly's Restaurant
01.2004 - 01.2007
- Greet and wait on customers
- Handling customer's bills correctly and efficiently
- Providing exceptional customer service
- Take to-go orders over the phone and from walk-in customers
- Complete daily shift tasks such as balancing my drawer, assisting co-workers, and closing duties.
Server/Hostess
Tam's Asian Cuisine
01.2002 - 01.2004
- Greet and wait on customers
- Handling customer's bills efficiently and correctly
- Providing exceptional customer service
- Take to-go orders over the phone and from walk-in customers
- Complete daily tasks such as balancing my drawer, assisting co-workers, and closing duties.
Education
Lorain County Community College
01.2018
Lorain County Community College
01.2007
Keystone High School
01.2005
Elyria High School
01.2002
Skills
- Customer Service
- Issue Resolution/Troubleshooting
- Problem-Solving Abilities
- Loan Servicing
- Client Servicing
- Team Motivation
- Detail Oriented
References
References are available upon request.
Timeline
Senior Customer Support Representative
KeyBank
01.2021 - 03.2024
KeyBankRelationship Banker
Chemical Bank (now under TCF Bank)
01.2012 - 01.2020
Teller/Lead Teller
FirstMerit Bank
01.2008 - 01.2012
Server
Olive Garden Italian Restaurant
01.2007 - 01.2009
Server
Friendly's Restaurant
01.2004 - 01.2007
Server/Hostess
Tam's Asian Cuisine
01.2002 - 01.2004
Lorain County Community College
Lorain County Community College
Keystone High School
Elyria High School
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