Microsoft
Hi, I’m
Tuesday Thomas
Indianapolis,IN
Summary
Proven Client Services Representative with a track record of enhancing customer satisfaction at Charles Schwab through expert account management and exceptional problem-solving skills. Skilled in CRM software and fostering client relationships, I've significantly improved service delivery by implementing innovative strategies, leading to a 30% increase in client retention. Renowned for clerical support and adept at cross-selling, my focus is on achieving and surpassing employer goals.
Overview
5
years of professional experience
Work History
Charles Schwab
Client Services Representative
04.2024 - 10.2024
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified and resolved discrepancies and errors in customer accounts.
Duke Energy
Customer Care Specialist
01.2022 - 04.2024
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Took ownership of customers issues to follow problems through to resolution.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Responded to customer inquiries via phone, email and web-based platforms.
- Verified accuracy of customer account information and updated when necessary.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Navigated multiple computer systems and applications to find information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Managed timely and effective replacement of damaged or missing products.
- Increased efficiency and team productivity by promoting operational best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Created and maintained detailed database to develop promotional sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives
- Trained new personnel regarding company operations, policies and services.
Financial Health Federal Credit Union
Bank Teller
01.2020 - 01.2022
Job overview
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Counted and packaged currency and coins.
- Placed orders for customer checks and verified starting numbers.
- Sold and cross-sold bank products to new and existing customers.
- Audited fellow teller currency to contribute to dual-control procedures.
- Reconciled cash drawer and resolved discrepancies.
- Provided customer records, account statements and copies of checks.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Maintained accurate records of customer transactions in line with bank procedures.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Monitored and reported suspicious activity in line with bank security policies.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
Education
Southport High SchoolIndianapolis, IN
Diploma from General Studies
06.2010
Skills
- Performance Tracking
- Call center experience
- Clerical Support
- Cross-selling expertise
- Data entry proficiency
- Document processing
- Report Preparation
- Client Relationship Building
- CRM system updates
- Service Recommendations
- Account Management
- File Management
- Benefits determination
- Escalation management
- Client Support
- Funds transfers
- Customer Support
- Order Processing
- Promotional mailings
- Prescription order management
- Payment reminders
- Database Management
- Customer Education
- Meeting deadlines
- Client profile building
- Complaint Handling
- Provider Relations
- Follow-up skills
- Outbound Calling
- System Documentation
- CRM Software
- Database Maintenance
- Sales Strategies
- Payment Processing
- Sales Documentation
- Client Relations
- Call triage
- Membership renewals
- Information Protection
- Technical aptitude
- Request validation
- Records Maintenance
Accomplishments
- Collaborated with team of Number in the development of Project name.
- Achieved Result by introducing Software for Type tasks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved Result through effectively helping with Task.
- Resolved product issue through consumer testing.
- Documented and resolved Issue which led to Results.
- Achieved Result by completing Task with accuracy and efficiency.
Software
Timeline
Client Services Representative
Charles Schwab
04.2024 - 10.2024
Customer Care Specialist
Duke Energy
01.2022 - 04.2024
Bank Teller
Financial Health Federal Credit Union
01.2020 - 01.2022
Southport High School
Diploma from General Studies
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