NATILYA WOODS
Elkton,MD
Summary
Knowledgeable and dedicated astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
9
9
years of professional experience
Work History
Guest Sr. Client Advocate
Bank Of America
Newark, DE
06.2022 - Current
- Investigated and resolved customer escalations and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided feedback and Coaching to agents regarding company operations and policies.
- Assisting in Team Chats
Customer Service Representative
Bank Of America
Newark , DE
08.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Bus driver
MTA New York City Transit
Manhattan, NY
04.2015 - 06.2021
- Transported passengers safely along prescribed routes according to tight schedules.
- Conducted pre-trip inspections of bus for safe operation.
- Assisted passengers with disabilities and other physical issues in boarding and exiting bus to promote passenger safety.
- Adhered to scheduled routes and accomplished timely drop-offs and pick-ups to comply with preset route criteria.
- Maintained positive passenger relations with orderly bus environments and clear announcements for each stop.
Tech Assistant
Verizon
Brooklyn, NY
12.2013 - 04.2015
- Provided assistance with cable Installation
- Completed minor repairs and testing
- Maintained detailed and current records on customers, orders and assignments.
- Interacted with end users to directly address surfaced issues and reach quick resolutions.
Education
Creative Writing
Queensborough Community College of The City University of New York
Oakland Gardens, NYHigh School Diploma -
High School For Law Enforcement And Public Safety
Jamaica, NY06.2010
Skills
- Active Listening
- Problem-Solving
- Understanding Customer Needs
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Patient and Empathetic
- Team-Oriented and Cooperative
- Patient and Empathetic
- Courteous with Strong Service Mindset
Accomplishments
- Promotion within six months from Small Business Deposits to Small Business Preferred
- Joined Guest SCA Role within ten months of being in Small Business
Timeline
Guest Sr. Client Advocate
Bank Of America
06.2022 - Current
Customer Service Representative
Bank Of America
08.2021 - Current
Bus driver
MTA New York City Transit
04.2015 - 06.2021
Tech Assistant
Verizon
12.2013 - 04.2015
Creative Writing
Queensborough Community College of The City University of New York
High School Diploma -
High School For Law Enforcement And Public Safety