Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Rebecca Holt

Livingston,TN

Summary

Driven client support specialist with experience in the Business Care department. Skilled in navigating the needs of business clients, handling escalation calls, and mentoring new hires. Trained for 3 months on 7 different departments as a Client Frontline Support Specialist. Proficient in multitasking and time management.

Overview

4
4
years of professional experience

Work History

Client Frontline Support Specialist

Truist Bank
Cookeville, Tn
03.2023 - Current
  • Provided technical support to customers via phone and email.
  • Documented customer inquiries and resolutions in a ticketing system.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Provided technical support to customers with escalated issues.
  • Researched, analyzed, and resolved complex customer inquiries.
  • Investigated customer complaints and identified root cause of the issue.
  • Developed solutions to improve customer service experience.
  • Documented detailed reports of all escalations and resolutions.
  • Monitored ongoing escalations for resolution progress.
  • Assisted in training new escalation specialists on procedures and processes.
  • Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
  • Maintained a high level of quality assurance throughout the escalation process.
  • Managed multiple customer accounts simultaneously while providing superior service.
  • Worked closely with other teams to identify trends in escalated cases.
  • Collaborated with product development team to provide feedback from customers regarding current products.
  • Performed research on customer inquiries prior to escalating them for further review.
  • Reviewed customer feedback surveys and provided recommendations for improvement.
  • Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated databases with new and modified customer data.
  • Mentored junior team members and managed employee relationships.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Strengthened customer retention by offering discount options.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Led on- and off-site customer support teams across multiple time zones.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Collected deposits or payments and arranged for billing.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members across multiple departments.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.

Business Care Service Specialist

Truist Bank
Cookeville, TN
11.2021 - 03.2023
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Maintained records of customer interactions, transactions, comments, and complaints.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Offered resolutions to de-escalate calls and solve customer issues.

Certified Nursing Assistant

Overton County Health and Rehab
Livingston, TN
01.2021 - 11.2021
  • Assisted patients with activities of daily living such as bathing, grooming, and dressing.
  • Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
  • Reported changes in patient condition to registered nurse or physician.
  • Transported patients to treatment units, using wheelchair or strher.
  • Answered call lights promptly and responded to patient needs accordingly.
  • Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
  • Observed patients for any changes in their physical or mental condition.
  • Served meals to patients in their rooms and assisted with feeding when needed.
  • Cleaned and sanitized patient rooms according to established protocols.
  • Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
  • Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
  • Collected specimens for testing purposes upon request from physicians or nurses.
  • Took temperature readings orally or rectally as instructed by the RN or MD.
  • Provided emotional support to family members regarding end-of-life decisions.
  • Provided comfort measures such as back rubs and positioning pillows for added comfort.
  • Responded quickly to emergency situations involving sudden illness or injury.
  • Distributed drinking water and nourishment to residents.
  • Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
  • Assisted residents in preparing for activities and social programs.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
  • Managed and maintained patient rooms, shared-living areas and nursing stations.

Education

High School Diploma -

Livingston Academy
Livingston, TN
05-2010

Skills

  • Customer Relationship Management
  • Call Management
  • Technical assistance
  • Failure resolution
  • Data Collection
  • Recordkeeping skills
  • Security Protocols
  • Training and coaching
  • Coaching and Mentoring
  • Client Retention Strategies
  • Goal Setting and Achievement
  • Complaint Investigation
  • Spreadsheet tracking
  • Customer Service
  • Professionalism
  • Task Prioritization
  • Time management abilities
  • Attention to Detail
  • Team building
  • Multitasking
  • Written Communication
  • Organizational Skills
  • Computer Skills
  • Continuous Improvement
  • Problem-solving aptitude

Affiliations

  • I enjoy reading and cooking

Timeline

Client Frontline Support Specialist

Truist Bank
03.2023 - Current

Business Care Service Specialist

Truist Bank
11.2021 - 03.2023

Certified Nursing Assistant

Overton County Health and Rehab
01.2021 - 11.2021

High School Diploma -

Livingston Academy

Similar Profiles

CREATE PROFILE
Rebecca Holt