Quennisha Martin

• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Placed orders for customer checks and verified starting numbers.
• Provided customer records on demand, including account statements and copies of checks.

● Assisted customers with compromised debit cards and issued new credentials.

● Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.

Educated customers on the use of the banking website and mobile apps.

● Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.

● Processed customer transactions promptly, minimizing wait times.

● Answered telephone inquiries on banking products, including checking, savings, loans and lines of credit.

● Recognized needs and referred to appropriate representative or line of business for cross-sell or service opportunities.

● Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.

• The assisted sales team is closing deals by providing technical expertise during pre-sales consultations.
• Created detailed reports highlighting support trends, challenges, and opportunities for improvement at regular intervals for review by leadership.
• Enhanced customer satisfaction by resolving complex software issues in a timely manner.
• Managed escalated cases, liaising with senior management to resolve high-priority issues promptly and effectively.

• Reviewed collection reports to determine the status of collections and the amounts of outstanding balances.
• Used skip tracing resources to locate debtors and updated information in the company system.
• Used probing techniques to determine debtors' reasons for delinquency.
• Negotiated to collect the balance in full.
• Resolved challenging situations with friendly, but firm strategies.
• Recorded all information regarding the financial status of customers.
• Processed payments and contracts on accounts.

Used scripted conversation prompts to convey current account information and obtain payments.

• Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
• Achieved performance goals on a consistent basis.
• Trained new team members on scripts, company services, and collection strategies.
• Diagnosed and resolved complex, integrated customer issues for implementation, add-on, maintenance, and support of voice, data, VoIP, and CTI applications.
• Worked closely with network administrators and server engineers to deliver quality service.

● Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.

● Upsold customers by recommending accessories and promotions to increase revenue.

● Operated product tools, equipment, and point of sale terminals.

● Accepted and processed payments and purchases for new equipment using POS system.

● Replenished, faced and organized merchandise on shelving.

● Assisted customers with signing up for store loyalty programs and provided details about key benefits.

Provided exceptional services and pleasant shopping experiences to retail customers.

Trained and mentored new sales representatives