Trakell Wright
Huntersville,NC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Mortgage Specialist
PNC Bank
Pittsburgh, PA
03.2021 - Current
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Loan Specialist
PNC Bank
Pittsburgh, PA
03.2021 - Current
- Collected payments from borrowers on past due accounts and worked out payment plans when needed.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Answered customer inquiries involving rates, products and loan application status to facilitate quality customer service.
- Assisted customers with Home Equity, Auto, Lines of Credit and Personal Loans
Technical Specialist
Teleperformance
07.2018 - Current
- Assisted customers with troubleshooting, diagnosis and repair of Apple iOS, MacOS software and hardware
- Assessed customer needs in order to provide a relevant solution
- Mentored new employees on products and strategy to be the best representative
- Created repeat business by providing excellent customer service experiences that encouraged brand loyalty
- Maintained an average customer service rating of 85% or higher in a fast pace environment
- Obtained up to date knowledge for all Apple products and devices to assist customers and be proficient while using the technology and programs
Starbucks
Sitel
08.2017 - 07.2018
- Assisted customer with any in store problems
- Troubleshoot the Starbucks app for any customers having any technical issues with app
- Assist customer with getting back into locked out accounts
- Process refunds for unauthorize charges made on customer's credit card
United Healthcare CSR
Connextions
01.2015 - 08.2017
- Health Plan Assister
- Assisted Pharmacist and Doctors with processing client medical information
- Scheduling mail order and Pointe of Sale deliveries
- Answer telephone inquiries from Pharmacist and Doctors regarding the status of Health Insurance Plans
- Played a key role in increasing retention as well as satisfaction rates
- Assist with new employee training including company policies, services, and call flow
- Produced math equations to ensure a customer was eligible for medication refills
- Researched and updated all required materials needed for daily use
- Organized and coded all documents related to Doctors and Physicians specifics
- Managed accounts assuring customers are in a well financial standing
Toys R Us CSR
Sitel
08.2014 - 01.2015
- Assist customers with billing inquiries, purchasing service protection plans and service packages
- Scheduling in-home services via online interface
- Answer telephone inquiries from customers regarding the status of online & phone orders
- Played a key role in increasing retention as well as satisfaction rates
- Researched and updated all required materials needed for daily job
- Cultivated positive and enduring relationships with customers
- Organized and coded all documents related to clientele specifics
Customer Service Representative
Convergys
07.2011 - 08.2014
- Cable Troubleshooting, Internet Troubleshooting & Billing
- Assist customers with billing inquiries, purchasing service protection plans and service packages
- Scheduling in-home services via online interface
- Answer telephone inquiries from customers regarding the status of units, billing, troubleshooting, and other service issues
- Played a key role in increasing retention as well as satisfaction rates
- Assist with new employee training including store policies, services, financing options, and call flow
- Handled client relationship management functions, which included promoting enduring relationships with a diverse clientele
- Researched and updated all required materials needed for troubleshooting guiding
- Performed initial client assessment and analysis to begin research process
- Organized and coded all documents related to clientele specifics
Education
Certificate -
Empire Beauty School
01.2016
Medical Assistant -
Pitt Community College
01.2012
Skills
- Conflict resolution
- CAS
- Avaya Agent
- CSR Admin
- C Tap (Dashboard Tool)
- Stromberg
- CIV (Dashboard Tool)
- Extremely Organized
- Contract negotiation/review/drafting
- Virtual Library
- Web station Agent
- Microsoft Word, Excel, PowerPoint, Outlook
- Reports generation and analysis
- Client assessment and analysis
- Loan Servicing
- Document Review
Affiliations
Member, Small Business Association (2005 - present)
Timeline
Mortgage Specialist
PNC Bank
03.2021 - Current
Loan Specialist
PNC Bank
03.2021 - Current
Technical Specialist
Teleperformance
07.2018 - Current
Starbucks
Sitel
08.2017 - 07.2018
United Healthcare CSR
Connextions
01.2015 - 08.2017
Toys R Us CSR
Sitel
08.2014 - 01.2015
Customer Service Representative
Convergys
07.2011 - 08.2014
Certificate -
Empire Beauty School
Medical Assistant -
Pitt Community College
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