Summary
Overview
Work History
Education
Skills
Timeline
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Tamala Gilbert

Lancaster,CA

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

17
17
years of professional experience

Work History

Customer Service Rep II

Printography Inc. Dba GotPrint
Burbank, CA
08.2022 - Current
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Bank Branch Manager

First National Bank Texas
Dallas, TX
03.2007 - 03.2018
  • Developed and implemented customer service policies to ensure efficient operations of the branch.
  • Analyzed financial statements, loan applications, and credit reports to determine customers' eligibility for loans.
  • Ensured compliance with banking regulations and internal procedures.
  • Initiated sales campaigns to increase deposits and loan products in the branch.
  • Monitored daily activities within the branch including cash flow management, teller transactions, account openings and closings.
  • Established relationships with corporate clients to identify potential business opportunities.
  • Created strategies for improving customer satisfaction levels at the branch.
  • Served as a liaison between customers and upper management when needed for complex matters or disputes resolution.
  • Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
  • Designed sales and service strategies to improve revenue and retention.
  • Grew business banking relationships through proactive outreach.

Customer Service Specialist

JP Morgan Chase Private Client
Houston, TX
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Followed up with customers after transactions to ensure satisfaction levels were met.
  • Collaborated with colleagues from other departments in order to resolve customer concerns quickly.

Education

High School Diploma -

Santa Monica College
Santa Monica, CA
06.1999

Skills

  • Paperwork Processing
  • Information Security
  • Call Management
  • Inbound and Outbound Calling
  • Complaint Resolution
  • Product Knowledge
  • Data Entry
  • Filing
  • Multi-Task Management
  • Problem-Solving Abilities
  • Customer Relations
  • Courteous Demeanor
  • Tactful and Diplomatic

Timeline

Customer Service Rep II

Printography Inc. Dba GotPrint
08.2022 - Current

Bank Branch Manager

First National Bank Texas
03.2007 - 03.2018

Customer Service Specialist

JP Morgan Chase Private Client

High School Diploma -

Santa Monica College

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Tamala Gilbert