Susan Ross
Summary
Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Specialist
HSBC Finance Corporation
08.2001 - 06.2009
- Entered customer data into computer and communicated service concerns with Retail department.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Greeted customers and listened closely to problems described to determine solutions.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Cross-trained and provided back up for customer service managers.
Education
No Degree - Secretarial Studies And Office Administration
Sawyer Business School
Oak Park, ILHigh School Diploma -
Proviso East High School
Maywood, IL06.1976
Skills
- Conflict Resolution Techniques
- Departmental Support
- Accounting Investigations
- Inbound and Outbound Calling
- Training and Development
- Specialist Procedures
- Articulate Communication
Timeline
Senior Customer Service Specialist
HSBC Finance Corporation
08.2001 - 06.2009
No Degree - Secretarial Studies And Office Administration
Sawyer Business School
High School Diploma -
Proviso East High School
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