Rita Epps
Kearney,MO
Summary
Dynamic customer service professional with a proven track record at Pinnacle Financial Partners, excelling in effective complaint resolution and client assistance. Adept at enhancing customer satisfaction through clear communication and transaction management, consistently achieving high first-call resolution rates while fostering positive relationships with clients.
Professional customer service specialist, prepared to bring exemplary service to new team. Background includes managing customer inquiries, troubleshooting issues, and ensuring customer satisfaction. Recognized for collaborative spirit and adaptability in dynamic environments. Skills include effective communication, conflict resolution, and time management, valued by employers for reliability and flexibility.
Experienced with managing high-volume customer interactions and resolving issues efficiently. Utilizes communication and problem-solving skills to enhance customer satisfaction and loyalty. Knowledge of team collaboration and adaptability in fast-paced environments, consistently achieving positive outcomes.
Overview
20
20
years of professional experience
Work History
Call Center Customer Service Specialist
Pinnacle Financial Partners
07.2018 - Current
- Improved first-call resolution rates by actively listening to customer needs and offering appropriate solutions based on their unique situations.
- Streamlined communication processes within the team by implementing new protocols that resulted in better collaboration among agents.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Resolved customer complaints and addressed emergency requests and needs.
- Addressed customer account discrepancies and concerns.
- Answered over 100 calls per shift to meet fast-paced call center demands.
- Stayed informed about industry trends and best practices, leveraging this knowledge to continuously improve personal performance and provide exceptional service.
- Kept up-to-date with product knowledge through ongoing training sessions, ensuring accurate information delivery during client interactions.
- Ensured a high level of professionalism during all interactions with customers through adherence to company policies and industry standards.
- Supported team members with escalated calls, ensuring satisfactory resolutions for both customers and the company.
- Detailed payment options and explained price, receipt and billing details to customers.
- Educated customers on company systems, form completion, and access to services.
- Adhered to strict privacy guidelines when handling sensitive personal data, protecting both clients'' information as well as the company''s reputation.
- Managed difficult conversations calmly while maintaining empathy towards callers experiencing frustration or distress.
- Reduced call wait times by efficiently managing high volume of inbound calls and providing timely solutions to customer concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Department Manager
Walmart
10.2012 - 07.2018
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Evaluated employee performance fairly and accurately, rewarding hard work while addressing areas needing improvement.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
Teller
SunTrust Now Truist
06.2005 - 10.2012
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Demonstrated adaptability during peak business hours by multitasking and prioritizing tasks to maintain efficiency and quality of service.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
- Monitored and reported suspicious activity in line with bank security policies.
- Maintained accurate records of customer transactions in line with bank procedures.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Handled complex transactions such as wire transfers or foreign currency exchanges with accuracy and efficiency.
- Received checks for deposits, entered information into database and issued receipts.
- Balanced cash drawers at the end of each day, ensuring accurate reporting and minimizing discrepancies.
- Conducted various branch operations tasks such as balancing and replenishing ATM, TCD and shipment processing.
- Managed branch vault by verifying accuracy of cash transactions.
- Greeted patrons and asked questions to better assess client needs.
- Ensured compliance with banking regulations by staying current on industry changes and updating policies accordingly.
- Handled large volumes of currency securely while adhering to established security protocols, reducing risk of loss or theft.
Education
High School Diploma -
Lebanon High
Lebanon TNSkills
- Client Assistance
- Clear Oral Communication
- Data entry
- Customer focus
- Effective Complaint Resolution
- Transaction Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Call Center Customer Service Specialist
Pinnacle Financial Partners
07.2018 - Current
Department Manager
Walmart
10.2012 - 07.2018
Teller
SunTrust Now Truist
06.2005 - 10.2012
High School Diploma -
Lebanon High
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