Tessa Holwerda
Grand Rapids
Summary
Driven by a commitment to excellence, I leveraged my problem-solving and customer service skills at Fifth Third Bank to significantly enhance client satisfaction and resolve complex issues. Demonstrating critical thinking and empathy, I consistently achieved top performer status, excelling in technical assistance and complaint management while training new employees for success.
Overview
8
8
years of professional experience
Work History
Commercial Support Specialist
Fifth Third Bank
1850 East Paris Ave SE, Grand Rapids, MI 49546
12.2019 - Current
- Responds to customer inquiries and resolves complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained detailed documentation of support interactions through CRM, ensuring insights are preserved for future reference and analysis.
- Completing 30 - 60 supervisor callbacks a month/receiving up to 1,000 calls per
month. - Regular access to Consumer/Retail/and Commerical KB.
- Extensive knowledge of Commercial and Business products.
- Analysis of sensitive customer information/account blocks/fraud.
- Multitasking while managing a high capacity of accounts and calls.
- Maintained contact with other departments to provide a accurate and timely resolution for complaints.
- Training newly hired employees.
Sales Representative
Fifth Third Bank
1850 East Paris Ave SE, Grand Rapids, MI 49546
11.2018 - 12.2019
- Achieved top performer status consistently through dedication to meeting goals and exceeding expectations.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Assistant Manager
Dollar General
363 State St SE, Grand Rapids, MI 49503
01.2017 - 11.2018
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Education
GED -
Steepletown Neighborhood Services
827 Bridge St NW, Grand Rapids, MI 4950404-2018
Skills
- Complaint Management/Resolutions
- Customer Service
- Problem-Solving
- Multitasking Abilities
- Critical Thinking
- Team Collaboration
- Training and coaching
- Time Management
Timeline
Commercial Support Specialist
Fifth Third Bank
12.2019 - Current
Sales Representative
Fifth Third Bank
11.2018 - 12.2019
Assistant Manager
Dollar General
01.2017 - 11.2018
GED -
Steepletown Neighborhood Services