Rachel Altman
Avon,IL
Summary
Seasoned Customer Service Representative with over 6 years of experience. Continuing to excel in high-volume, fast paced call environments. Superb problem-solving and active listening skills with high satisfaction rates of over 80% throughout my tenure with Discover card.
Overview
3
3
years of professional experience
Work History
Customer Assistance and Recovery
Discover Financial
Remote
05.2023 - Current
- Providing outstanding assistance to customers through inbound and outbound communications, addressing account-related issues and ensuring resolution resulting in high satisfaction rates of 80% and call back rates lowering by 20%.
- Managing 50+ accounts a day and adhere to federal regulations while effectively de-escalating conflicts and maintaining transparency during customer interactions.
- Negotiating and tailoring payment solutions based on clients' financial situations, reducing outstanding balances by 45% and enhancing client retention rates by 25% in 6 months.
Customer Service Representative
Discover Financial
01.2023 - 05.2023
- Effective management of inbound call flow led to a notable reduction in customer wait times lowering by 20% and enhancement of service quality through adept active listening and problem-solving abilities
- Ensured maintenance of customer records within CRM and Orion systems, upholding data accuracy simultaneously while assisting customers and ensuring accurate information was provided without delay.
- Assisted customers in navigating online platforms and mobile applications, enhancing their overall digital experience with the financial institution.
Customer Service Representative
Americold Logistics
Monmouth, Illinois
10.2021 - 01.2023
- Facilitated the precise organization and storage of over 50 product shipments per day, enhancing the operational workflow
- Coordinated with transportation personnel to ensure prompt and efficient delivery of goods, maintaining consistent and clear communication
- Administered inventory control measures to maximize storage efficiency and support smooth business operations.
Education
Diploma, Communications -
Monmouth-Roseville High School
Monmouth, IL05.2019
Skills
- Communication
- Conflict Resolution
- Excel
- Account Management
- Data Entry
- Active Listening
- CRM Software
- Inbound and Outbound Calling
- Messaging
- Payment Resolution
Timeline
Customer Assistance and Recovery
Discover Financial
05.2023 - Current
Customer Service Representative
Discover Financial
01.2023 - 05.2023
Customer Service Representative
Americold Logistics
10.2021 - 01.2023
Diploma, Communications -
Monmouth-Roseville High School