SERJOURNEY RICE
Waukesha,WI
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
10
10
years of professional experience
Work History
Associate Banker
BMO Harris Bank
Brookfield, WI
10.2021 - Current
- Opened, closed and updated accounts for customers.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products and services.
- Quickly identify and solve problems spot on to address account increase while providing technical and troubleshooting support.
- Handling over 75 to 100 inbound calls daily and then high volume fast-paced environment.
Customer Service Representative
US Cellular Wireless
Pewaukee, WI
10.2020 - 09.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Educated customers about billing, payment processing and support policies and procedures.
- Effectively communicated with customers about account changes, new products or services and potential phone upgrades.
- Answered over 100 customer telephone calls promptly to avoid on-hold wait times
Supervisor
GrocerKey
Waukesha, WI
08.2019 - 10.2020
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Safety-Aide
Muskego-Norway Schools
Muskego, WI
09.2019 - 09.2020
- Supervise and monitor students' activities
- Enforce rules and policies set by school
- Participates in emergencies such as fire, evacuation, lockdown and tornado drills
- Render first aid when needed
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
- Oversaw daily monitoring and patrolled buildings, grounds and work sites
Safety Assistant
Milwaukee Public Schools
Milwaukee, WI
08.2016 - 08.2018
- Intervene in altercations between students, staff and/or public as needed
- Provide guidance to students regarding support services that are available
- Provided assistance in managing health and safety programs aligned with industry standards
- Gathered information, prepared reports and drafted correspondence related to cases
- Responded to any emergencies as instructed and with utmost efficiency
- Inspected facilities for adherence to fire, hazard and safety guidelines
- Oversaw daily monitoring and patrolled buildings, grounds and work sites
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors
Customer Service Representative
Dollar Thrifty Auto Group
01.2015 - 04.2016
- Described product to customers and accurately explained details and care of merchandise
- Served as main liaison between customers, management and sales team
- Helped drive sales goals and achieve monthly quotas.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Maintained up-to-date knowledge of product and service changes
- Provided ongoing guest service.
Support staff
Boys & Girls Club of Greater
Milwaukee
05.2012 - 01.2015
- Maintain Safe environment by tracking student attendance and enforcing club rules, by responding to emergencies Follow-up with Parents, Teachers and Administration
- Advise students on day to day basis Analyze problems that occur with student issues
- Assisted employees with making copies, sending faxes and filing paperwork.
- Attended training sessions to stay updated on procedures and services.
- Greeted and checked in guests at front desk for appointments.
Education
Bachelor of Science - Criminal Justice, Psychology
University of Wisconsin - Milwaukee
Milwaukee, WISkills
- Customer Relations
- Microsoft Excel
- Customer Service
- Inventory Monitoring
- Critical Thinking
- Customer Communication
- Teamwork and Communication
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Understanding Customer Needs
Timeline
Associate Banker
BMO Harris Bank
10.2021 - Current
Customer Service Representative
US Cellular Wireless
10.2020 - 09.2021
Safety-Aide
Muskego-Norway Schools
09.2019 - 09.2020
Supervisor
GrocerKey
08.2019 - 10.2020
Safety Assistant
Milwaukee Public Schools
08.2016 - 08.2018
Customer Service Representative
Dollar Thrifty Auto Group
01.2015 - 04.2016
Support staff
Boys & Girls Club of Greater
05.2012 - 01.2015
Bachelor of Science - Criminal Justice, Psychology
University of Wisconsin - Milwaukee