Shaina Banks
Houston,TX
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Personal Banker
US BANK Call Center
06.2022 - 08.2023
- Provided exceptional customer service, handled 50+ customer interactions per day, giving detailed , personalize, friendly, and polite service to ensure customer retention and satisfaction.
- Resolved customer inquiries and concerns Streamlined customer support operations by promptly addressing inquiries, providing expert solutions, and achieving 95% customer satisfaction rate through proactive engagement and timely issue resolution. promptly and professionally.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Used CRM system daily to maximize service opportunities and enhance communication.
Technical Support Representative
Apple
11.2021 - 11.2022
- Provided exceptional customer service, assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference, monitored system performance to identify potential issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to 60+ technical support needs, researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support. Improving Sales by 20% every quarter.
Call Center Representative
Macy's
01.2019 - 09.2021
- Adhered to company policies and scripts to consistently achieve call-time and quality standards, resulting in 95 customer satisfaction rating.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Provided exceptional customer service, helped large volume of over 40+ customers every day, resolved concerns with products or services to help with retention and drive sales.
- Documented and detailed calls and complaints using call center's CRM database.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Customer Service Supervisor
Burlington
03.2015 - 12.2018
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Processed exchanges, refunds and team member purchases to keep cashiers focused on efficiently checking out regular customers.
- Provided exceptional customer service, managed 10+ employees daily; trained and oriented associates to maximize team performance, educated staff on strategies for handling difficult customers and challenging situations.
Education
High School Diploma -
ECOT
Cleveland, OH05.2013
Skills
- Sales Report Generation
- Customer Satisfaction
- Transactions Reconciliation
- Goals and Performance
- Call Volume and Quality Metrics
- Good Listening Skills
- Program Leadership
- Microsoft Office
- POS Systems and Ordering Platforms
Timeline
Personal Banker
US BANK Call Center
06.2022 - 08.2023
Technical Support Representative
Apple
11.2021 - 11.2022
Call Center Representative
Macy's
01.2019 - 09.2021
Customer Service Supervisor
Burlington
03.2015 - 12.2018
High School Diploma -
ECOT
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