Sonia Samuels
Experienced Customer Specialist
Seattle,WA
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
5
5
years of professional experience
Work History
Branch Operations Manager
ATCB Savings and Loans
Freetown , Western Area, Sierra Leone
02.2023 - 12.2023
- Developed strategies to optimize branch operations.
- Coordinated customer service initiatives and staff training.
- Monitored staff performance and provided feedback.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of financial transactions.
- Organized daily workflow to maximize efficiency and productivity.
- Analyzed weekly sales figures and adjusted staffing accordingly.
- Supervised daily activities of tellers, loan officers, and other personnel.
Teller
ACTB Savings and Loans
Freetown , Western Area, Sierra Leone
10.2021 - 02.2023
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Verified customers' identification to ensure compliance with laws and regulations.
- Balanced cash drawers on a daily basis.
- Provided exceptional customer service while accurately processing routine transactions.
- Assisted customers in opening new accounts and completing required paperwork.
- Researched discrepancies between actual cash amounts and records of transactions for accuracy.
- Performed daily reconciliation of teller drawer within established limits.
Customer Service Officer
ACTB Savings and Loans
Freetown , Western Area, Sierra Leone
05.2020 - 10.2022
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Educated customers on products and services offered by the company.
- Maintained accurate records of customer interactions and transactions.
- Identified potential opportunities to upsell products or services to customers.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
- Developed strategies to improve customer service processes and procedures.
- Handled escalated customer complaints and disputes in a professional manner.
Front Desk Clerk
Oshodi Local Government
, Lagos, Nigeria
07.2018 - 08.2019
- Greeted customers upon arrival and provided assistance with check-in or check-out procedures.
- Answered incoming calls and directed them to the appropriate personnel.
- Assisted in resolving customer complaints and inquiries in a timely manner.
- Updated computer system with current guest information.
- Conducted daily shift reports to review occupancy levels and revenue figures.
Education
Bachelor of Science - Banking And Finance
Olabisi Onabanjo University
Ago-Iwoye, Ogun State, Nigeria.09-2017
Skills
- Team Collaboration
- Data Entry
- Customer Service Satisfaction
- Customer Engagement Professionalism
- Customer Support
- Problem-solving skills
- Administrative Skill
- Conflict Management
- Fluent English and Creole
Accomplishments
- Customer Service Officer of the Year 2021
Timeline
Branch Operations Manager
ATCB Savings and Loans
02.2023 - 12.2023
Teller
ACTB Savings and Loans
10.2021 - 02.2023
Customer Service Officer
ACTB Savings and Loans
05.2020 - 10.2022
Front Desk Clerk
Oshodi Local Government
07.2018 - 08.2019
Bachelor of Science - Banking And Finance
Olabisi Onabanjo University
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