Suzanne Ellis
Stroudsburg,PA
Summary
Dynamic Customer Service Associate with a proven track record at Park Avenue Securities, excelling in problem resolution and customer satisfaction. Skilled in complex problem-solving and CRM, I consistently achieved high customer satisfaction ratings through effective communication and empathy, while training new associates to foster a collaborative team environment.
Overview
18
18
years of professional experience
Work History
Customer Service Associate
Park Avenue Securities
05.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
Assistant Branch Manager
PNC Bank, NA
05.2019 - 05.2021
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
Licensed Financial Specialist
PNC Investments
07.2007 - 05.2019
- Initiated conversations with clients to uncover financial needs, cross-sell products and services and make referrals to business partners to meet sales goals.
- Increased client satisfaction by providing tailored financial advice and investment recommendations.
- Promoted a culture of continuous learning by attending relevant seminars and workshops, remaining current on best practices within the field of finance.
- Assisted clients during major life events, such as retirement or inheritance planning, by providing expert financial guidance and support.
- Provided insightful financial analysis to guide clients in making informed decisions about their wealth management strategies.
- Built trust among clientele through consistent communication, transparency, and the delivery of accurate information regarding account performance and progress toward goals.
Education
Bachelor of Science - Medical Technology
Youngstown State University
Youngstown, OH12-1987
Skills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Customer complaint resolution
- Product knowledge
- Complex Problem-solving
- Customer relationship management (CRM)
- Product and service solutions
- Sales closing
- Quality assurance
- Account management
- Account updating
- Inbound and outbound calling
- Calm under pressure
- MS office
Timeline
Customer Service Associate
Park Avenue Securities
05.2021 - Current
Assistant Branch Manager
PNC Bank, NA
05.2019 - 05.2021
Licensed Financial Specialist
PNC Investments
07.2007 - 05.2019
Bachelor of Science - Medical Technology
Youngstown State University
Similar Profiles
DESTINY BOYETTEDESTINY BOYETTE
Call Center at Park Avenue DermatologyCall Center at Park Avenue Dermatology
Theresa BrazilTheresa Brazil
Certified Nursing Assistant at Park Avenue heath and rehabilitationCertified Nursing Assistant at Park Avenue heath and rehabilitation
Gilbert RodriguezGilbert Rodriguez
Resident Manager at Tudor Realty/Park Avenue CourtResident Manager at Tudor Realty/Park Avenue Court