Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic
Suzette Manners

Suzette Manners

Wahiawa,HI

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. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

6
6
years of professional experience

Work History

Call Center Representative

First Hawaiian Bank
Honolulu, HI
03.2019 - 08.2023
  • Provided accurate information regarding products and services while upselling additional products when appropriate.
  • Maintained detailed records of customer interactions and transactions for future reference.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Assisted customers with navigating the company's website to locate desired information or items for purchase.
  • Developed effective working relationships with team members across multiple departments.
  • Maintained high levels of professionalism while interacting with customers via phone or email.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Offered additional products or services to enhance customer experience.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Analyzed data collected during each call in order to identify trends in customer feedback.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Identified opportunities to improve policies and procedures related to customer service operations.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Maintained accurate records of customer interactions for future reference.
  • Identified opportunities to upsell additional products or services when appropriate.
  • Performed outbound calling campaigns to promote new products or services.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Consulted with customers to resolve service and billing issues.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Updated databases with new and modified customer data.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Promoted available products and services to customers during service, account management and order calls.
  • Mentored junior team members and managed employee relationships.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Night Sorter Operator

American Savings Bank
Mililani, HI
03.2017 - 11.2018
  • Performed data entry tasks using Word Processing software packages such as Microsoft Word and Excel.
  • Implemented quality assurance measures to ensure accurate data entry into the system.
  • Performed data entry tasks accurately into various software applications used by the business operations team.
  • Assisted with the development of departmental processes related to data entry and retrieval operations.
  • Performed data entry tasks into various software systems accurately and efficiently.
  • Performed administrative duties such as filing, data entry, mail sorting and answering telephones.
  • Organized documents and data entry into an electronic filing system for easy retrieval.
  • Performed data entry tasks when required.
  • Performed data entry into computer systems related to production processes.
  • Provided guidance, support, and training to team members on data entry processes.
  • Performed data entry tasks to update customer information in bank systems accurately.
  • Provided administrative support such as filing, photocopying, data entry and record keeping.
  • Performed data entry into accounting system to ensure accuracy of financial reporting.
  • Monitored the accuracy of data entry, updated records, and ensured compliance with regulations.
  • Resolved information access issues, troubleshooting to improve customer and internal data entry and access.
  • Performed data entry tasks for maintaining accurate records of customer accounts.
  • Provided administrative support to the Admissions Office, including answering phones, filing, data entry, and other tasks as assigned.
  • Performed data entry tasks to update customer records in the system accurately.
  • Performed data entry into the computer system for member information updates or changes.
  • Compiled data, generated reports, and performed data entry into databases.
  • Monitored data entry accuracy and completeness, ensuring all information was entered in the correct format.
  • Provided assistance with data entry into computer systems.

Education

High School Diploma -

Waianae High School
Waianae, HI
05-2014

Skills

  • Product Upselling
  • Payment Processing
  • Quality Assurance
  • Customer Relationship Management
  • Complaint resolution
  • Data Entry
  • Customer Service
  • Call Control
  • Account updating
  • Technical Support
  • Providing customer support
  • Analytical abilities
  • Call documentation skills
  • Database Research
  • Product Knowledge
  • Customer Support
  • Communicating with clients
  • Delivery Tracking
  • Call Center Customer Service
  • Proficiency in D1 & Total Systems software
  • Performance Improvement
  • Training experience
  • Problem-solving skills
  • Performance monitoring
  • Answering questions
  • Inbound Phone Call Management
  • Appointment Scheduling
  • Documentation And Reporting
  • Resolving issues
  • Data Gathering
  • System Documentation
  • Professional phone voice
  • Account Management
  • CallSelect
  • Accuracy and Precision
  • Information Verification
  • Deadline-oriented
  • Error Correction
  • Error Detection
  • Data auditing
  • Mail handling
  • Records Management
  • Error verification
  • Collecting information
  • Data reporting
  • Data input

Affiliations

  • Provides assistance with Makeup and Hair when there is freed time
  • Spends time with my family, also a stay at home mother
  • Going on walks
  • Likes to keep a clean space

Accomplishments

  • 3 time video award winner for Hawaii Medical Service Association
  • Shown most improvement in a short time during my training at First Hawaiian Bank
  • Promoted to a trusted Call Center trainer for a group of 40 temporary hires for monitoring and training

Timeline

Call Center Representative

First Hawaiian Bank
03.2019 - 08.2023

Night Sorter Operator

American Savings Bank
03.2017 - 11.2018

High School Diploma -

Waianae High School

Similar Profiles

CREATE PROFILE
Suzette Manners