Summary
Overview
Work History
Education
Skills
Timeline
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Shamirah Banks

Milwaukee,WI

Summary

Personable and dedicated Customer Service Representative with extensive experience in Banking and the manufacturing industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

5
5
years of professional experience

Work History

Customer Service Representative/Order Entry Specialist

Ampco Pumps Company
Glendale, WI
05.2022 - 11.2023
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.

Customer Care Representative

North Shore Bank
Brookfield , WI
08.2021 - 05.2022
  • Kept customer and system account information accurate and current to support timely resolutions for concerns.
  • Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Assisted with loans (mortgages, conversions,rv, boat, line of credits)
  • Explained how interest is applied to loans
  • Maintained confidentiality of bank records and client information, directed specific questions to appropriate branch personnel and exceeded customer service satisfaction ratings.
  • Displayed strong telephone etiquette, effectively handling difficult calls.

Customer Service Representative

First Citizens Bank
Brown Deer, WI
03.2019 - 08.2021
  • Present Telephone Banker, loan payments and inquires, balancing checkbooks, problem solving, troubleshooting
  • DIgital banking (i.e resetting passwords, navigation support) (releasing locked cards, cash differences, opening tickets for systems) Taking Level 4 calls consisting of trainee,fraud, associate and service calls
  • Meeting monthly QA of 90 or be er
  • Stay below AHT 381 seconds
  • Trainee for new hires, Supervisor assistant
  • Recognized monthly for perfect attendance and employee of the month all while providing superior customer service in a high inbound call center.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Trained new employees on procedures and policies to maximize team performance.

Education

High School Diploma -

Tremper High School
Kenosha, WI
06.2014

Skills

  • Calm and Professional Under Pressure
  • Responding to Difficult Customers
  • Creative Problem Solving
  • Understanding Customer Needs
  • Multitasking and Prioritization
  • Customer Account Management
  • Problem-Solving Abilities
  • Call Center Operations/Inbound and Outbound Calling
  • Courteous Demeanor
  • Microsoft Office Expertise
  • High-Energy Attitude
  • Adaptive Team Player
  • Data Entry Skills
  • Order Processing
  • ERP Software

Timeline

Customer Service Representative/Order Entry Specialist

Ampco Pumps Company
05.2022 - 11.2023

Customer Care Representative

North Shore Bank
08.2021 - 05.2022

Customer Service Representative

First Citizens Bank
03.2019 - 08.2021

High School Diploma -

Tremper High School

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Shamirah Banks