Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hi, I’m
Natasha Gruner
Deltona,FL
Summary
Overview
12
years of professional experience
Work History
JP Morgan Chase & Co.Lake Mary, FL
Customer Service Representative
08.2014 - 09.2023
Job overview
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained knowledge of current promotions, exchange guidelines, payment policies, and security practices.
- 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.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
APAC Customer ServicesRockford, Illinois
Customer Service Supervisor
01.2012 - 02.2012
Job overview
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Monitored phone calls to provide feedback and coaching.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Maintained accurate records of customer interactions for future reference.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Implemented reward strategies designed to increase employee engagement within the team.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted in developing training materials for new hires as well as existing employees.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Provided day-to-day leadership to cultivate environment that exemplified company values.
- Answered phone calls and responded to questions and concerns.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
- Monitored phone calls to promote better service and provide feedback.
Education
University Of Arizona Global CampusTempe, AZ
Some College (No Degree)
University Overview
- [Spring, 2019] - Honor Roll
- [Winter, 2019] - Honor Roll
- [Spring, 2020] - Honor Roll
- [Fall, 2021] - Honor Roll
- [Fall, 2022] - Honor Roll
- [Winter, 2022] - Honor Roll
- [Spring, 2023] - Honor Roll
- [Certified Full Tuition Grant] JP Morgan Chase & Co.
- [3.72] GPA
Skills
- Paperwork Processing
- Scheduling
- Data Entry
- Information Security
- Account Updating
- Appointment Scheduling
- Report Generation
- Complaint Resolution
- Data Collection
- Inbound and Outbound Calling
- Product Knowledge
- Call Management
- Multi-Task Management
- Research
- Microsoft Office Expertise
- Computer Proficiency
- Typing Proficiency
- Technical Support
- Active Listening
- Financial Industry Regulations Knowledge
- Customer Service
- In-Store Support
- Proofreading
- Client Relations
- Spreadsheets
- Project Management Abilities
- Typing 90 WPM
- Microsoft PowerPoint
- Microsoft Excel
- Credit Card Payment Processing
- Problem-Solving Abilities
- Product Education
- Office Equipment Proficiency
- Reading Comprehension
- Microsoft Office Suite
- Documentation
- Grammar
- CRM Software
- Delivery Scheduling
- System Implementation
- Customer Relations
- Staff Training
- Conflict Resolution
- Problem Resolution
- Administrative Support
- Report Preparation
- Business Development Understanding
- Courteous Demeanor
- Call Triaging
- Quality Control
- Customer Relationship Management (CRM)
- Critical Thinking
- Team Development
- Account Management
- Quality Assurance Controls
- Professional Telephone Demeanor
- Call Center Operations
- High-Energy Attitude
- Tactful and Diplomatic
- Microsoft Outlook
- Prioritization
- Route Management
- Filing
- Clerical Support
- Positive and Professional
References
References
References available upon request.Timeline
Customer Service Representative
JP Morgan Chase & Co.
08.2014 - 09.2023
Customer Service Supervisor
APAC Customer Services
01.2012 - 02.2012
University Of Arizona Global Campus
Some College (No Degree)
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