Sheri Lewis

• Provide support to customers regarding high-yield savings accounts and CD products.
• Assist with account opening, transfers, and balance inquiries while ensuring compliance with banking regulations.
• Explain savings product features and educate customers on account terms and interest rates.
• Investigate and resolve account issues with a focus on security, accuracy, and customer satisfaction.
• Maintain an average call handling time under target while exceeding quality assurance goals.

• Update and alphabetize records for various customers daily.
• Process over 3,000 customer orders per month, including payment logs and refunds.
• Upgraded to 100% computer-based ordering and payment processing, leading to a 51% reduction in manual work.
• Maintains confidentiality and security of all data.

• Answered inquiries by clarifying desired information, researching, locating, and providing information.
• Resolved problems by clarifying issues, researching, and implementing solutions.
• Escalated unresolved problems.
• Fulfilled requests by completing transactions and forwarding necessary documentation.

Customer Service Representative – Continuum Global Services

March 2019 – June 2020

• Answered 50+ calls per hour, exceeding target call rates by 16%.
• Reduced wait time by 7+ minutes by improving protocol efficiency.
• Awarded “Agent of the Year” twice for outstanding customer satisfaction.
• Resolved customer complaints within 24 hours, reducing negative reviews by 68%.

• Managed an average of 20 daily calls, addressing inquiries and recommending solutions.
• Politely and efficiently assisted customers via phone.
• Located out-of-stock items and helped fulfill customer product requests.
• Provided knowledgeable answers based on current sales and promotions.