Saketha Banks
Cordele,GA
Summary
Experienced Customer Care Specialist bringing 7+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
11
11
years of professional experience
Work History
Customer Experience Specialist 1
US Bank NA
Minneapolis, MN
10.2022 - Current
- Maintained records of all interactions with customers in a database system.
- Created reports on customer experience trends and metrics using data analytics tools.
- Organized promotional activities aimed at increasing brand loyalty among existing customers.
- Provided technical support to customers and troubleshoot their queries.
- Resolved customer complaints and issues promptly, ensuring a positive resolution.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Experience Specialist 1
US Bank National Association
Minneapolis, Minnesota
10.2022 - Current
- Managed time efficiently to respond to customer inquiries in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided detailed product information and assistance to customers, improving product understanding.
- Resolved customer complaints and issues promptly, ensuring a positive resolution.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Assessed customer needs and provided appropriate solutions.
Cashier
Pilot Flying J Travel Center
Cordele, GA
06.2022 - 01.2023
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Answered customer questions and provided store information.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Trained new team members in cash register operation, stock procedures and customer services.
- Accepted cash and credit card payments, issued receipts and provided change.
Quality Control Inspector
TCI
Ellaville, GA
08.2021 - 03.2022
- Completed non-destructive tests and conducted continuous inspections.
- Notified supervisors about production problems and helped identify and correct concerns.
- Documented, filed and maintained proper inspection records and quality assurance documents.
- Adhered to safety protocols to minimize equipment damage and avoid injuries.
- Assessed materials, parts and products for conformance with quality control requirements and production specifications.
Customer Care Specialist/ Solution Consultant
U.S. Cellular
Knoxville, TN
03.2014 - 07.2020
- Delivers superior customer service for a large volume of inbound phone calls regarding cellular products and services.
- Demonstrates strong negotiation, selling and closing skills.
- Translates complex solutions in customer-friendly terms.
- Leveraging the customer’s relationship to de-escalate.
- Develops credibility with the customer to influence their decision to commit to U.S. Cellular.
- Troubleshoots first level wireless technical issues.
- Responds to internal Customer Service questions asked by other Customer Care Center associates and escalated calls from any department.
- Assists with outbound calls as requested to ensure customer needs are met.
- Demonstrates the ability to work with multiple computer applications at the same time, while maintaining the connection with the customer.
- Assist in other tasks or projects as assigned.
- Being Knowledgeable of company’s policy and procedures.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered customer support to high call load each shift.
- Ranked in top level for customer satisfaction among team members.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Education
Associate of Science - Computer Support Specialist
South Georgia Technical College
Americus, GA, GeorgiaSumter County Comprehensive High School
Americus, GeorgiaSkills
- Credit and cash transactions
- ID verification
- Cash management
- Sampling protocols
- Quality control
- Customer service excellence
- Conflict mediation
- Customer relations
- High-energy attitude
- Inbound and Outbound Calling
- Microsoft Office expertise
- Office equipment proficiency
Additional Information
- Personal and Professional references available upon request.
Timeline
Customer Experience Specialist 1
US Bank NA
10.2022 - Current
Customer Experience Specialist 1
US Bank National Association
10.2022 - Current
Cashier
Pilot Flying J Travel Center
06.2022 - 01.2023
Quality Control Inspector
TCI
08.2021 - 03.2022
Customer Care Specialist/ Solution Consultant
U.S. Cellular
03.2014 - 07.2020
Associate of Science - Computer Support Specialist
South Georgia Technical College
Sumter County Comprehensive High School