SOPHIA LORRAH
OKLAHOMA CITY,UNITED STATES
Summary
Virtual Teller III with over three years of experience in enhancing client trust and operational efficiency within the banking sector. Demonstrates expertise in customer retention, service improvement, and conflict resolution, driving measurable gains in customer satisfaction. Committed to fostering positive relationships and streamlining service protocols to elevate the overall banking experience.
Overview
5
5
years of professional experience
Work History
Virtual Teller III
MidFirst Bank
05.2023 - Current
- Processed approximately 2,000 customer account changes each month to combat and reduce fraud.
- Partnered with team members to streamline service protocols, leading to improved operational efficiency and reduced customer wait times.
- Maintained comprehensive records of transactions and customer interactions, supporting compliance and facilitating audits with precision.
- Provided exceptional customer support, resolving inquiries promptly and fostering positive relationships through attentive service.
- Evaluated service metrics to identify trends, enabling targeted improvements that resulted in measurable gains in customer satisfaction.
- Cultivated a positive atmosphere by providing attentive service, reinforcing customer loyalty and enhancing the overall banking experience.
Premier Service Consultant
AT&T
07.2022 - 05.2023
- Resolved inquiries swiftly, leading to improved customer satisfaction ratings.
- Partnered with cross-functional teams to streamline service processes and enhance operational efficiency.
- Monitored service metrics to identify trends, implementing improvements that increased service quality.
- Provided training and mentorship to new consultants, fostering collaboration and enhancing team capabilities.
- Implemented feedback mechanisms for gathering customer insights, driving service enhancements.
- Elevated customer satisfaction through proactive follow-up systems ensuring timely resolutions.
Customer Service Representative
LogistiCare
12.2021 - 06.2022
- Delivered exceptional customer service by resolving inquiries efficiently, leading to noticeable improvements in client satisfaction ratings.
- Partnered with teams to streamline communication processes, enhancing response times and fostering a supportive work environment.
- Maintained accurate records of customer interactions, ensuring compliance with company policies while facilitating seamless service delivery.
- Analyzed customer feedback to identify trends, implementing changes that led to marked gains in service quality and client retention.
- Promoted new service offerings to clients, resulting in increased engagement and contributing to overall business growth.
- Fostered teamwork across departments to enhance service delivery, resulting in improved client interactions and stronger relationships.
Education
Psychology
Miracosta College
Oceanside, CASkills
- Outstanding customer service
- Dedicated work ethic
- Professionalism and respect
- Timely task management
- Banking law compliance
- Resolution of conflicts
- Confidential information handling
- Professionalism and courtesy
- Excellent time management skills
- Compliance, banking laws, and regulations
- Conflict resolution techniques
- Confidentiality and discretion
Timeline
Virtual Teller III
MidFirst Bank
05.2023 - Current
Premier Service Consultant
AT&T
07.2022 - 05.2023
Customer Service Representative
LogistiCare
12.2021 - 06.2022
Psychology
Miracosta College