Nicole Washington
Midlothian,VA
Summary
Dynamic Senior Customer Service Representative with a proven track record at Bank of America, excelling in complaint resolution and customer support. Recognized for consistently exceeding performance targets and enhancing customer satisfaction through effective communication and CRM expertise. Adept at training new employees and fostering team success while resolving complex inquiries with diplomacy. Excellent verbal and communication with strong background cultivating positive relationships and exceeding goals
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
Bank of America
08.2017 - Current
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Engaged clients in person and over phone to answer questions and address complaints.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Investigated and resolved customer inquiries and complaints quickly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved accounting, service and delivery concerns.
Education
Clover Hill
Midlothian, VASkills
- Communication skills
- Computer literacy
- Time management
- Documentation review
- Supervisory skills
- Customer service
- Quality assurance
- Payment processing
- Documentation review
- Database research
- Microsoft office
Accomplishments
- Employee of the month
- Leadership award
Timeline
Senior Customer Service Representative
Bank of America
08.2017 - Current
Clover Hill