Teresa Blackard
Pekin,IL
Overview
27
27
years of professional experience
Work History
Senior CSR
HGS - Hinduja Global Solutions
10.2009 - Current
- Implemented feedback surveys to gauge customer satisfaction levels, using data to drive continuous improvement initiatives.
- Consistently met or exceeded monthly performance metrics, including call quality scores and average handle times.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Conducted regular performance evaluations for CSR team members, identifying areas of improvement and recommending targeted coaching plans.
Bank Customer Service Representative
Associated Bank
01.1998 - 05.2009
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Collaborated with team members to achieve branch sales targets by promoting banking products and services.
Timeline
Senior CSR
HGS - Hinduja Global Solutions
10.2009 - Current
Bank Customer Service Representative
Associated Bank
01.1998 - 05.2009
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