Summary
Overview
Work History
Education
Skills
Timeline
Generic

CHARDAN'E POINTER

Cleveland,OH

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

7
7
years of professional experience

Work History

Snapshot Specialist

Progressive Insurance
03.2023 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Responding to customer complaints, typing up complaint reports, and managing the customer complaint database
  • Inputting data via written and electronic communications
  • Managed approximately 40 incoming calls from customers regarding troubleshooting, policy issues, making payments.

Customer Service Representative

PNC Bank
06.2018 - 03.2023
  • Caught fraudulent activity more quickly and efficiently
  • Recommended process and procedure changes and assisted in various projects designed to enhance bank's overall deposit risk program
  • Handled confidential information in accordance with privacy policies
  • 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.
  • Managed over 60 customer calls per day.
  • Increased sales by 15%
  • Provided primary customer support to internal and external customers

Intake Specialist

Boys & Girls Clubs of Cleveland
09.2017 - 03.2020
  • Collected payments and managed accurate financial records
  • Processed all pertinent paperwork on new students in a timely manner and in accordance to protocol
  • Designed tracking systems to collect and review data to monitor performance results and deadlines
  • Established and maintained case files, resulting in successful audit compliances.
  • Answered phone calls and provided new clients with required paperwork to initiate service.
  • Completed intake assessment forms and filed clients' charts.

Education

Associate of Science -

Cuyahoga Community College (Tri
Cleveland, OH
2019

High School Diploma -

James Ford Rhodes High School
Cleveland, OH
2014

Skills

  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Upbeat and Positive Personality
  • Building Customer Trust and Loyalty
  • Order and Refund Processing
  • Customer Account Management
  • Issue and Complaint Resolution

Timeline

Snapshot Specialist

Progressive Insurance
03.2023 - Current

Customer Service Representative

PNC Bank
06.2018 - 03.2023

Intake Specialist

Boys & Girls Clubs of Cleveland
09.2017 - 03.2020

Associate of Science -

Cuyahoga Community College (Tri

High School Diploma -

James Ford Rhodes High School

Similar Profiles

CREATE PROFILE
CHARDAN'E POINTER