Suzanne Eberius
Mckinney
Summary
Dynamic professional with extensive experience in managing customer interactions and swiftly resolving issues to enhance overall satisfaction. Proven ability to leverage strong communication skills and empathy to cultivate meaningful relationships with customers. Consistently recognized for maintaining high levels of customer satisfaction while fostering loyalty through attentive service and proactive problem-solving. Committed to delivering exceptional support that drives positive outcomes for customers and the organization.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Senture
09.2025 - Current
- Answered incoming calls for the US Treasury through the Federal Reserve Bank of Dallas.
- Enrolled federal benefit recipients from paper checks into direct deposit.
- Answered questions and directed clients to appropriate departments that could help them with their issues.
- Maintained good statistics for average handle times for calls, schedule adherence, and maintained good call quality grades on calls.
- Resolved customer complaints with empathy
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Customer Service/Call Center Representative
AFR Services
01.2022 - 01.2025
- Monitored auto and home insurance types using analytical tools, enhancing lenders' decision-making processes and significantly reducing their overall risk exposure.
- Proactively reached out to insurance agencies via calls, faxes, and emails, streamlining document acquisition that reduced processing time and ensured compliance with project timelines.
- Proactively engaged with assigned banks on a weekly basis to secure essential documents, enhancing compliance and streamlining operations.
- Collaborated with a team to address daily Service Requests through calls, ensuring timely resolutions and enhancing customer satisfaction.
- Enhanced team efficiency by taking on extra projects and managing daily metrics across three tracking platforms, resulting in a 15% boost in workflow effectiveness within three months.
- Successfully mastered and integrated new IT applications to increase team efficiency by 30%, facilitating smoother project transitions and driving overall productivity.
- Consistently triumphed over daily workflows by completing 2-3 times more tasks than peers, enhancing team productivity and ensuring project deadlines were consistently met.
- Achieved a above average to outstanding in performance ratings on annual reviews, consistently receiving positive feedback from management.
- Nurtured a positive work environment by resolving conflicts with insurance agents amicably, boosting team morale.
Education
General Equivalency Diploma - General Studies
Garland High School
Garland, TX01.2001
Skills
- Effective problem resolution
- Customer Service
- Quickly adjusts to changing circumstances
- Thoroughness in task execution
- Empathetic approach
- Problem-solving skills
- Effective communication
- Strong verbal communication
- Effective time management
- Proficient in Microsoft Office Suite
- Proficient in managing multiple tasks
- Positive Attitude
- Comprehensive understanding of products
- Accurate data entry
- Skilled in utilizing call center applications
- Effective conflict resolution
- Active listening skills
- Strong attention to detail
- Documentation and reporting
- Effective team engagement
- Email communication support
- Consistent patience
Timeline
Customer Service Representative
Senture
09.2025 - Current
Customer Service/Call Center Representative
AFR Services
01.2022 - 01.2025
General Equivalency Diploma - General Studies
Garland High School