Shelby Walrath
Salisbury Center
Summary
Adaptable and friendly individual with strong communication skills and passion for helping others. Well-versed in problem-solving and conflict resolution, with knack for understanding customer needs and providing effective solutions. Committed to driving positive customer experiences and fostering long-lasting relationships.
Overview
13
13
years of professional experience
Work History
Sr. Customer Care Advocate
Metlife
05.2023 - Current
- Participated in ongoing training opportunities to expand skillset and stay current on best practices for delivering superior support.
- Enhanced company reputation through exceptional customer service
- Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
- Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
- Collaborated with team members to achieve shared goals in improving overall customer experience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Relationship Banker
M&T Bank
10.2011 - 05.2023
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Analyzed customers' financial information to deliver personalized account guidance.
- Adapted products and services to suit customers' changing financial circumstances.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Developed strong rapport with local businesses, positioning the bank as a preferred partner for commercial banking services.
Education
High School Diploma -
Herkimer High School
Herkimer, NY06.1996
Skills
- Active learning
- Call center experience
- Data entry proficiency
- Complaint handling
- Coaching
- Empathy display
- Customer service
- Time management
- Multitasking and organization
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Relationship building
- Email communication
- Customer relations
- Phone etiquette
- First call resolution
- Task prioritization
- Product knowledge
- Customer relationship management
- Documentation and reporting
- Brand representation
- Product education
- Email correspondence
- Security verification
- Punctuality and reliability
- Call handling
- Call logging
- Teamwork
- Problem-solving skills
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Computer skills
- Understanding customer needs
- Customer service excellence
- Organizational skills
- Self motivation
- Work prioritization
Timeline
Sr. Customer Care Advocate
Metlife
05.2023 - Current
Relationship Banker
M&T Bank
10.2011 - 05.2023
High School Diploma -
Herkimer High School
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