Summary
Overview
Work History
Education
Skills
Nmlsnumber
Certification
Timeline
Generic

Te'Arus Stephens

Saginaw,MI

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service and banking industries. 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. Can easily adapt to any new work environment and able to learn quickly.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Experience Specialist

US Bank
04.2022 - Current
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Built rapport with customers by consistently delivering excellent service, fostering long-term loyalty.
  • Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
  • Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.

Mortgage Customer Service

Flagstar Bank
11.2020
  • Answering customer calls to help with their mortgage and home equity accounts, sending documents inquired by the customer via email and/or fax, accepting payments, assisting customers with their online banking accounts, working with other departments to resolve customer issues, utilizing company resources to provide excellent customer service, maintaining service numbers to meet goals, documenting each and every call.

Relationship Banker I

Huntington National Bank
12.2017 - 06.2020
  • Providing excellent customer service, opening and closing accounts, completing customer transactions, offering bank products, meeting sales goals and criteria, handling cash, following bank policies and procedures, scheduling appointments and follow ups, submitting and completing loan applications, educating customers on products and how to manage finances with bank resources, building rapport with customers to assist them meet their financial needs and goals.

Call Center Representative

Huntington National Bank
01.2016 - 12.2017
  • Assisting customers with account activity, filing disputes, online banking issues, assisting customers with their credit card inquiries, assisting with account maintenance, making payments on loan accounts, using multiple windows and systems to provide efficient and excellent customer service, maintaining service numbers to meet goals, documenting calls, sales referrals for insurance, credit cards, loans, and DDA accounts.

Resident Aide

Lakeside Vista
09.2015 - 12.2015
  • Assisted the elderly get ready for bed, assisted with changing of undergarments, providing water/snacks, making comfortable throughout the shift, bathed and clothed and prepared for breakfast, kept records of activity for everyone throughout shift, laundry, changed bedding, trash, and cleaned.

Roadside Assistant

Dialog Direct
01.2014 - 02.2015
  • Helping customers with roadside assistance, using multiple programs at once to locate and find assistance for customers, handling credit/debit card information with confidentiality to help customers make a payment for their roadside assistance.

Cashier

Staples
05.2013 - 07.2013
  • Helping customers with transactions; cash, credit/debit cards, gift cards, coupons, etc., offering new promotions throughout the store with every customer purchase.

Shift Lead

Marathon Gas Station
04.2012 - 04.2013
  • Helping customers while approving and receiving payments for fuel and merchandise throughout the store, completing the paperwork for the day and for my current shift, completing duties throughout my shift which contained cleaning and completing more paperwork and trackers.

Customer Service/Shift Lead

Taco Bell
07.2010 - 01.2012
  • Managing and creating schedules, counting and handling money tills for employees after their shifts for deposits, monitoring and coaching employees throughout my shift, checking food temperatures, making sure the store was run the way it is supposed to, line cook, cashier, cleaning.

Machine Operator

Challenge Manufacturing
08.2009 - 10.2009
  • Running parts at company rate times, cleaning and inspecting parts, keeping track of shift with the provided and proper paperwork, organizing parts into shipping bins.

Cashier

Best Buy
09.2008 - 01.2009
  • Helping customers with transactions; cash, credit/debit cards, gift cards, etc., cleaning duties of my area and the bathroom, stocking all merchandise in the cashier area, helping to promote store weekly/monthly sales.

Education

Bachelor's in Finance -

DeVry University

Bachelor of Science in Business with a Human Resource Management Certificate -

University of Phoenix
Phoenix, AZ
07.2018

GED -

Michigan Works
Holland, MI
03.2009

Skills

  • Team Management
  • Focused on customer satisfaction
  • Skilled at multitasking
  • Training and development
  • Deadline oriented
  • Meticulous attention to detail
  • Sociable and easy to get along with
  • Organization
  • Computer Skills
  • Compliance Awareness
  • Documentation
  • Negotiation
  • Problem-Solving
  • Calm and Professional Under Pressure
  • Reliability
  • Excellent Communication
  • Adaptability and Flexibility
  • Relationship Building
  • Microsoft Office
  • Data Entry
  • Self Motivation
  • Product Knowledge
  • Money handling abilities
  • Complaint resolution
  • De-Escalation Techniques
  • Continuous Improvement
  • Written Communication
  • Customer Data Confidentiality
  • Inbound Call Management
  • Policies and Procedures Adherence
  • Sales and Upselling
  • Product Sales
  • Sales Transactions
  • Transaction Processing
  • Order and Refund Processing
  • Sales closing
  • Direct Sales
  • Billing Adjustments and Refunds
  • Multi-Line Phone Systems
  • Account updating
  • Product Recommendations
  • Following scripts

Nmlsnumber

1706335

Certification

NMLS (Nationwide Mortgage Licensing System and Registry) #: 1706335

Timeline

Customer Experience Specialist

US Bank
04.2022 - Current

Mortgage Customer Service

Flagstar Bank
11.2020

Relationship Banker I

Huntington National Bank
12.2017 - 06.2020

Call Center Representative

Huntington National Bank
01.2016 - 12.2017

Resident Aide

Lakeside Vista
09.2015 - 12.2015

Roadside Assistant

Dialog Direct
01.2014 - 02.2015

Cashier

Staples
05.2013 - 07.2013

Shift Lead

Marathon Gas Station
04.2012 - 04.2013

Customer Service/Shift Lead

Taco Bell
07.2010 - 01.2012

Machine Operator

Challenge Manufacturing
08.2009 - 10.2009

Cashier

Best Buy
09.2008 - 01.2009

Bachelor's in Finance -

DeVry University

Bachelor of Science in Business with a Human Resource Management Certificate -

University of Phoenix

GED -

Michigan Works

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Te'Arus Stephens