Shonda Fountaine
Battle Creek,MI
Summary
Dynamic Customer Service Representative with a proven track record at PNC Financial Services, adept in complaint resolution and data entry. Excelled in maintaining high customer satisfaction, mastering call management, and employing de-escalation techniques. Skilled in multitasking and communication, consistently met call-time and quality standards, enhancing company reputation.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
PNC Financial Services
01.2014 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Business Administration
Western Michigan University
Kalamazoo, MI05.2025
Associate of Applied Science - Administrative Assistance And Secretarial Science
Kellogg Community College
Battle Creek, MI05.2018
Skills
- Data Entry
- Report Generation
- Complaint resolution
- Call Management
- Building rapport
- Live chat support
- De-Escalation Techniques
- Call center experience
- Multitasking
- Excellent Communication
- Organization and Time Management
- Recordkeeping
Timeline
Customer Service Representative
PNC Financial Services
01.2014 - Current
Bachelor of Science - Business Administration
Western Michigan University
Associate of Applied Science - Administrative Assistance And Secretarial Science
Kellogg Community College
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