Sharon Nunez
Douglassville,PA
Summary
Dedicated and results-driven Administrative Assistant and Customer Service Specialist with over 20 years of experience in providing exceptional customer support and resolving inquiries. Adept at maintaining high customer satisfaction levels through effective communication, problem-solving. Seeking to contribute expertise to a dynamic team and deliver top-notch service to clients. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Customer Service Support Specialist
Santander Bank N.A.
04.2017 - Current
- Provide personalized assistance to clients in person, over the phone, and through digital channels, ensuring prompt and accurate solutions to their inquiries and concerns.
- Build strong relationships with clients, addressing their financial needs.
- Handle escalated customer issues with empathy and professionalism, finding swift resolutions and turning challenging situations into positive experiences.
- Collaborate with internal teams to streamline processes, resulting in a reduction in average handling time and improved overall efficiency.
- Maintain thorough knowledge of banking products, policies, and procedures, effectively educating clients and reducing confusion during interactions.
- Actively participate in regular training sessions to stay updated on industry trends, compliance regulations, and customer service best practice.
- Proficient in following queues: OLB, MOB, Zelle, Disputes, Retail, NAO.
- Coaches junior level staff to enhance learning opportunities for growth.
- Achiever Top Performer and MVP.
Customer Service Sr. Specialist
Marchon Eyewear, Inc
11.2014 - 04.2017
- Communicate clearly both orally and in writing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Utilized active listening skills to understand customer needs and provide solutions.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Demonstrated superior communication skills, addressing customer concerns via phone, email, and live chat, while maintaining a positive and empathetic tone.
- Experience with working Microsoft Office products.
- Ability to accomplish administrative tasks with minimal supervision.
Community Work Volunteer
St, Mary's Faith Formation
09.2013 - 04.2017
- Supervised students safety hall monitoring for 3 CCD classes.
- Escort students to area for parent pick up.
- Mentored by Virtus, prevention, safety, and recognition of the children.
- Gained knowledge and experience working with children in educational setting.
- Hosted monthly meetings with volunteers to discuss upcoming events and initiatives.
- Managed document control by reviewing files, records to ensure accuracy.
Education
High School Diploma -
Manhasset Secondary School
Manhasset, NYCosmetology License - Cosmetology
Nassau BOCES
Old Westbury, NYLiberal Arts And General Studies
Queensborough Community College
Springfield Gardens, NYSkills
- Strong organizational skills
- Exceptional interpersonal and communication skills
- Posses sound judgement with excellent problem solving skills
- Work independently with minimal supervision
- Consistently receives recognition awards from management for delivering exceptional service
- Utilize Microsoft Windows and Office
- Organize and schedule appointments
- Multitasking and time management
- Maintains Stress Management
- Training Junior Team Members
Timeline
Customer Service Support Specialist
Santander Bank N.A.
04.2017 - Current
Customer Service Sr. Specialist
Marchon Eyewear, Inc
11.2014 - 04.2017
Community Work Volunteer
St, Mary's Faith Formation
09.2013 - 04.2017
High School Diploma -
Manhasset Secondary School
Cosmetology License - Cosmetology
Nassau BOCES
Liberal Arts And General Studies
Queensborough Community College
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