TENISHA WALKER

• Streamlined phone banking workflows, improving overall efficiency and minimizing call wait times.
• Delivered exceptional service through accurate processing of financial transactions and timely resolution of issues.
• Maintained up-to-date knowledge on bank products and services to effectively recommend tailored solutions for clients'' needs.
• Conducted thorough customer needs assessments, resulting in customized product recommendations that generated increased revenue.
• Reduced client dissatisfaction rates by implementing proactive solutions to address common concerns before they escalated into major issues.
• Managed high-value client portfolios, ensuring optimal account performance and retention.
• Responded to customer inquiries regarding new accounts and account services.
• Maintained customer records and updated account information.

• Delivered exceptional customer support through live chat, resolving inquiries efficiently.
• Navigated complex issues, ensuring timely escalation to appropriate departments when necessary.
• Assisted in training new agents on software tools and effective communication techniques.
• Monitored chat queues to maintain service level agreements and optimize response times.
• Handled inbound customer chat conversations from various websites.
• Researched customer inquiries to provide accurate and up-to-date information.
• Managed multiple concurrent chats, maintaining a professional demeanor and timely responses under pressure.

Respond to customer inquiries via phones, email, and chat in a timely and professional manner.

• Utilize internal systems to resolve customer issues and complaints with empathy and efficiency.
• Maintain accurate records of customer interactions and transactions.
• Collaborate team members to improve customer services processes.
• Provide feedback to management on customer needs and potential improvements.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Managed cross-functional teams to deliver comprehensive solutions tailored to client needs.
• Managed high call volumes, maintaining professionalism under pressure and ensuring timely resolutions.
• Received and organized vendors samples for use by sales team.
• Mentored junior specialists on best practices in customer engagement and issue resolution.
• Mentored junior team members, fostering professional growth and development within the department.
• Trained new personnel regarding company operations, policies and services.
• Responded proactively and positively to rapid change.

• Identified compliance issues by statements, company records, and employee activities.
• Investigated suspected compliance violations and assessed the validity of submitted claims.
• Supported investigations with evidence collected, including documentation, digital records, and personnel statements.
• Completed detailed reports showing evidence of compliance issues and recommending corrective actions.
• Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.
• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Managed time efficiently in order to complete all tasks within deadlines.