Sierra Davis
Lithonia,GA
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
14
14
years of professional experience
Work History
Customer Service Manager
U.S. Bank
03.2023 - Current
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
Personal Banker III
Truist Bank
01.2017 - 02.2023
- Customize banking services and products for individuals and businesses
- Analyze clients’ information to identify opportunities for growth
- Implement financial planning recommendations
- Managed customer complaints relating to online banking services by providing appropriate resolutions
- Worked in Fraud department call center for 2 years
- Handle inbound and outbound calls in a high-volume call center, listening to customers’ needs or issues and providing helpful solutions
- Skilled in both customer service and finance knowledge
- Performed investigations of suspected fraudulent activity based on established criteria.
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Provided training for new hires on company policies and procedures related to customer service operations.
- Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
Customer Service Representative Lead
Best Bank
01.2010 - 01.2017
- Skilled at receiving and processing banking transactions
- Resolved escalated customer complaints promptly and professionally
- Evaluated staff progress against set goals on a weekly basis and provided constructive feedback accordingly
- Coached, trained, and mentored new Customer Service Representatives
- Identify and refer sales opportunities
- Daily operation and balancing of a cash draw and ATMs
- Conducted each client transaction efficiently, accurately, and effectively
- Maintained accurate records of account activity and transactions to ensure compliance with industry standards and regulations.
Education
Computer Applications/ Certificate -
Central GA Technical College
Skills
- Typing 75 WPM
- Customer Service
- Reliable, trustworthy, and hardworking
- Training and Mentoring
- Call Center Operations
- Issue Resolution
References
Available Upon Request
Timeline
Customer Service Manager
U.S. Bank
03.2023 - Current
Personal Banker III
Truist Bank
01.2017 - 02.2023
Customer Service Representative Lead
Best Bank
01.2010 - 01.2017
Computer Applications/ Certificate -
Central GA Technical College
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