Vonna Wade
Pittsburgh,PA
Summary
Dedicated customer service professional with extensive experience in resolving issues and ensuring satisfaction. Proven ability to maintain high service standards while adapting to changing conditions and managing time effectively. Committed to contributing positively to team performance and company growth.
Overview
19
19
years of professional experience
Work History
Rideshare Driver
Uber And Lyft
Pittsburgh, Pennsylvania
01.2023 - Current
- Provided safe and reliable transportation to passengers across various locations.
- Maintained vehicle cleanliness and performed routine inspections for safety compliance.
- Utilized navigation apps to optimize routes and reduce travel time for riders.
- Communicated effectively with passengers to ensure a pleasant ride experience.
- Managed in-app features for ride requests and payments seamlessly during trips.
- Addressed passenger concerns and resolved issues promptly for customer satisfaction.
- Adapted to changing traffic conditions while ensuring timely arrivals at destinations.
- Followed safety rules to keep clean driving record with no accidents or incidents.
- Displayed excellent time management skills by arriving at pickup locations early or on time.
- Followed company protocols regarding cancellations, refunds, and other requests from customers.
- Adhered to all city regulations related to ride share services such as speed limits, parking rules.
- Notified customers of delays to decrease calls to support.
- Utilized feedback from passengers to improve service and address any shortcomings.
Customer Service Representative
PNC Bank, NA
Pittsburgh, Pennsylvania
08.2018 - 06.2024
- Assisted customers with account inquiries and transaction processing.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Managed inbound calls to provide support for banking products and services.
- Educated clients on digital banking tools and features for enhanced user experience.
- Implemented feedback mechanisms to improve service quality based on customer input.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Consumer Lending Loan Representative
Citizens Bank
Pittsburgh, USA
06.2015 - 09.2017
- Engage with customers, determine their needs, and offer appropriate loan products
- Communicate with branches, contact center and other business partners
- Assist in the analysis of workflows to identify and implement best practices
- Assist students and families with private lending options
- Process loan applications and service existing accounts
- Obtain all necessary information to close the loan in a timely manner
- Accurate recording of data in applicable systems and databases
- Cross selling and knowledge of other bank products and services
- Maintain excellent internal/external customer service
Patient Care Coordinator
Aerotek Contractor (CVS)
Monroeville, USA
10.2013 - 03.2015
- Verified insurance coverage for patients with specialty medications
- Advised members of co-pays, deductibles, and out of pocket expenses based upon medical plan
- Processed credit card and check payments for co-payments and prescriptions
- Provided exceptional customer service to both internal and external stakeholders
- Scheduling delivery shipments to doctors' offices and patients' homes for medications
Customer Service Associate
Cardworks Services LLC
Pittsburgh, USA
11.2010 - 06.2013
- Handled over 150-200 + inbound calls in a call center environment
- Processed credit card payment through E-pay systems
- Submitted unsecured credit card applications and opened new accounts
- Submitted lost/stolen fraud reports and dispute affidavits
- Monitored suspicious accounts for fraud related activity
- Placed and removed blocks on the accounts until verified through the fraud department
- Established payment arrangements, repayment options & hardship programs based on eligibility
- Set travel notifications to allow cards to be used out of area and international
- Adhere to all guidelines of the Fair Debt Collections Practices Act (FDCPA)
- Exercises independent judgment to resolve cardholder's account
Benefits Specialist
Highmark
Pittsburgh, USA
08.2009 - 03.2010
- Provided detailed information regarding insurance premium, coverage, & deductible information
- Verified eligibility status of healthcare applications to ensure appropriate coverage
- Facilitated member access to insurance information and registration for benefit periods
- Updated proper changes into the system to rectify enrollment issues
- Clarified correspondence letters and advocated for customers by filing complaints
- Accurate recording of data in applicable systems and databases
Customer Service Representative
Dominion
Pittsburgh, USA
11.2008 - 06.2009
- Utilize professional customer service techniques when resolving customer concerns
- Provided customers with specific information pertaining to their gas accounts
- Detailed explanation of billing charges and rates
- Cross sell current promotional offers of rates & surcharges available from third party suppliers
- Processing of credit card payments
Loan Specialist
PNC Bank
Pittsburgh, USA
06.2007 - 04.2008
- Onboarded and serviced mortgage loans, ensuring compliance and customer satisfaction
- Delivered loan payoff quotes and processed payment extensions, facilitating smooth transaction completion
- Process account changes and submit requested documentation for loan approvals
- Managed high volume of inbound calls, addressing customer inquiries and resolving issues efficiently
- Assisted lending personnel with internal customer support requests.
- Meet or exceed quality metric goals
Education
Diploma -
Penn Hills High School
Pittsburgh, PACareer Growth Real Estate Academy -
Skills
- GPS navigation
- Efficient routing
- Trip planning
- Customer safety
- Defensive driving
- Regulatory knowledge
- Communication expertise
- Effective communication
- Customer oriented
- Time management
- Pressure management
- Multitasking ability
- Increase productivity
- Self-motivated
- Computer literate
- Office software skills
- Establish priorities
Timeline
Rideshare Driver
Uber And Lyft
01.2023 - Current
Customer Service Representative
PNC Bank, NA
08.2018 - 06.2024
Consumer Lending Loan Representative
Citizens Bank
06.2015 - 09.2017
Patient Care Coordinator
Aerotek Contractor (CVS)
10.2013 - 03.2015
Customer Service Associate
Cardworks Services LLC
11.2010 - 06.2013
Benefits Specialist
Highmark
08.2009 - 03.2010
Customer Service Representative
Dominion
11.2008 - 06.2009
Loan Specialist
PNC Bank
06.2007 - 04.2008
Diploma -
Penn Hills High School