Troy Wilson
Biloxi,MS
Summary
Cheerful and upbeat with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.
Overview
9
9
years of professional experience
Work History
Client Service Representative
Paylocity
Orlando, FL
04.2022 - Current
- Managed and updated physical and digital client account information to keep records accurate and current.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Scheduled and confirmed appointments based on customer availability.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
- Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
- Performed needs analysis and presented options based on findings to help customers make decisions.
Member Service Representative
Mississippi Gulf Coast Community College - Perkinston Campus
Gulfport, MS
10.2021 - 03.2022
- Completed transactions for membership renewals and extensions.
- Enhanced member relationships by providing excellent service during each interaction.
- Answered member questions about products and services.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Consulted with customers regarding needs and addressed concerns.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Member Service Representative
Keesler Federal Credit Union
Biloxi, MS
06.2015 - 10.2021
- Completed transactions for membership renewals and extensions.
- Enhanced member relationships by providing excellent service during each interaction.
- Answered member questions about products and services.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Processed cash and check deposits every day.
- Consulted with customers regarding needs and addressed concerns.
- Audited customer account information to identify issues and develop solutions.
- Reviewed new account applications to verify eligibility of prospective members.
- Profiled members to uncover opportunities for additional business.
- Rejected or approved claims.
Education
Associate of Arts -
Mississippi Gulf Coast Community College
Perkinston, MS05-2021
Skills
- Membership renewals
- Account Management
- Service Recommendations
- Customer Support
- Client Support
- Outbound Calling
- Client Relations
- De-Escalation Techniques
- Quality Control
- LiveChat Messaging
- High-energy attitude
- Calm Under Pressure
- Documentation preparation
Timeline
Client Service Representative
Paylocity
04.2022 - Current
Member Service Representative
Mississippi Gulf Coast Community College - Perkinston Campus
10.2021 - 03.2022
Member Service Representative
Keesler Federal Credit Union
06.2015 - 10.2021
Associate of Arts -
Mississippi Gulf Coast Community College