Rekha Danny
Ocoee,FL
Summary
Accomplished customer service professional with a solid track record at PNC Bank, excelling in conflict resolution and active listening. Proven success in boosting customer satisfaction and loyalty via effective complaint resolution and personalized interactions. Expertise in data entry and Microsoft Office Suite, frequently acknowledged for exceeding performance benchmarks.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Total Wine & More
12.2023 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customers Service Rep Private Clients
PNC Bank
02.2022 - 07.2023
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 100 customers each day.
- Accepted payments and updated accounts with latest information.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Met customer call guidelines for service levels, handle time and productivity.
New Hire Trainer/Mentor
PNC Bank
03.2021 - 02.2022
- Implemented ongoing training initiatives for existing employees, promoting continuous professional development within the organization.
- Increased consistency in employee performance evaluations by standardizing training materials across all departments.
- Served as a trusted mentor to countless employees, guiding them through challenging transitions into their respective roles within the organization.
- Developed customized e-learning modules, allowing remote employees to access critical information at their convenience.
- Boosted employee retention rates by fostering a supportive and engaging learning environment during the onboarding process.
- Continuously monitored the effectiveness of training initiatives, making adjustments as necessary to ensure optimal results for both individual learners and the organization as a whole.
- Identified opportunities for cross-training existing staff members, optimizing workforce flexibility and productivity levels companywide.
- Evaluated employee progress using various assessment methods, providing valuable feedback for future improvement efforts.
- Provided coaching and mentoring to employees.
- Trained and mentored 10 new personnel hired to fulfill various roles.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Analyzed and evaluated training effectiveness and program outcomes.
Customer Service Representative
PNC Bank
01.2020 - 03.2021
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Resolution Specialist
Walgreens
01.2013 - 12.2019
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
- Improved team morale with regular training sessions on conflict resolution.
- Elevated customer satisfaction scores, personalizing solutions to fit individual customer needs.
Relief Gss Lead
Universal Orlando Resorts
Orlando, FL
04.2004 - 05.2012
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
Education
Miami Southwest High
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Call management
- Product knowledge
- Order processing
- Administrative support
- Microsoft Office Suite
- Customer relationship management (CRM)
- Technical support
- Filing
- Dispute resolution
- Customer education
- Account updating
- Shipping and logistics
Timeline
Customer Service Representative
Total Wine & More
12.2023 - 01.2025
Customers Service Rep Private Clients
PNC Bank
02.2022 - 07.2023
New Hire Trainer/Mentor
PNC Bank
03.2021 - 02.2022
Customer Service Representative
PNC Bank
01.2020 - 03.2021
Resolution Specialist
Walgreens
01.2013 - 12.2019
Relief Gss Lead
Universal Orlando Resorts
04.2004 - 05.2012
Miami Southwest High