Porchia Matthews
Raleigh,North Carolina
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
15
15
years of professional experience
Work History
Sr. Customer Service Rep
Coastal Federal Credit Union
04.2012 - Current
- Mentored junior team members, contributing to their professional development and overall team success.
- Followed up with members about resolved issues to maintain high standards of customer service.
- Established strong rapport with members, fostering long-term relationships and repeat business.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the member's concerns and company interests.
- Evaluate secure messages and calls for team members.
- Handles requests from members in a timely manner, through the online chat feature.
Teller
Coastal Federal Credit Union
03.2010 - 04.2012
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Cross-sold credit cards, loans and other bank products.
- Maintained friendly and professional customer interactions.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Deposit Operations Specialist
Coastal Federal Credit Union
01.2009 - 03.2010
- Processed returned mail.
- Processed account maintenance requests.
- Maintained friendly and professional customer interactions.
Education
Bachelor of Arts - Business
North Carolina State University
Raleigh, NC12.2006
Skills
Call Center Operations
Promotional support
Complaint Investigation
Teamwork and Collaboration
Customer Relationship Management (CRM)
MS Office
Multi-line phone talent
Calm and Professional Under Pressure
Call center experience
Live chat support
Call Control
Problem Resolution
Timeline
Sr. Customer Service Rep
Coastal Federal Credit Union
04.2012 - Current
Teller
Coastal Federal Credit Union
03.2010 - 04.2012
Deposit Operations Specialist
Coastal Federal Credit Union
01.2009 - 03.2010
Bachelor of Arts - Business
North Carolina State University
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