Pamela VanderPloeg
PNC Bank, NA
Portage,MI
17
years of professional experience
Results-driven Retail Support Representative with over 16 years of experience in customer service. Skilled in complaint resolution, de-escalation techniques, and maintaining regulatory compliance. Committed to improving customer experience and ensuring repeat business.
Work History
Retail Support Representative
16 Years 8 Months- Assisted customers with account inquiries and transactions, ensuring high-quality service.
- Processed customer requests efficiently using banking software systems to maintain accuracy.
- Collaborated with team members to resolve client issues and improve overall service response time.
- Educated clients on bank products and services, enhancing their understanding and usage.
- Maintained knowledge of regulatory compliance to ensure adherence in all customer interactions.
- Provided timely resolution of customer complaints, ensuring repeat business and strong brand reputation.
- Enhanced customer satisfaction by providing consistent and knowledgeable support for retail products and services.
- Handled escalated customer concerns professionally by working closely with supervisors and other team members to find effective solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
GED
Skills
Goal-oriented mindset
Complaint handling
De-escalation techniques
Client retention strategies
Reporting and documentation
Teamwork
Customer service
Problem-solving
Problem-solving skills
Time management
Attention to detail
Calm and professional under pressure
Problem-solving abilities
Understanding customer needs
Customer service excellence
Active listening
Effective communication
Verbal and written communication
Decision-making
Problem resolution
Teamwork skills
Customer relations
Phone etiquette
Call center experience
Data entry
Product knowledge
Conflict resolution
Issue and complaint resolution
Complaint resolution
Written communication
Customer data confidentiality
Customer retention
Inbound call management
Policies and procedures adherence
Professional demeanor
Timeline
Retail Support Representative
PNC Bank, NA
01.2010 - CurrentRead More
Loy Norrix High School
GED
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