Whitney Miller
DeLand,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
16
16
years of professional experience
Work History
Customer Service Expert
U.S. Bank
02.2023 - Current
- Provide exceptional customer service remotely through phone, addressing inquiries and resolving issues related to accounts, products, and services. Leader customers through troubleshooting steps with digital banking platforms. Handle and resolve customer complaints or concerns in a calm, empathetic, and professional manner, ensuring a positive experience.
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Managed timely and effective replacement of damaged or missing products.
- Identified and resolved discrepancies and errors in customer accounts.
- Managed approximately 60-80 incoming calls per day from customers
Customer Service Representative
Alorica Marcus by Goldman Sachs Bank
01.2022 - 02.2023
- Provide exceptional service via phone, email, and chat for customers using Marcus by Goldman Sachs banking products. Helped customers with basic account inquiries, transactions, balance inquiries, and account maintenance. Provided clear, concise explanations of product features, terms, and conditions, helping customers make informed decisions. Accurately documented customer interactions and issues in the internal CRM system, ensuring all cases are tracked and resolved.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Service Representative
Sykes Enterprises LLC Expedia
10.2015 - 12.2021
- First point of contact for customers, assisting them with their inquiries, troubleshooting issues, and providing world-class support. Used problem-solving skills and empathy to create positive experiences, ensuring customer satisfaction and fostering long-term loyalty.
- Delivered prompt service to prioritize customer needs.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Produced and shared customer service reports to support management decision-making.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Certified Nursing Assistant
Halifax Health Hospital
02.2010 - 10.2015
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Documented patient information and care activities in electronic health record.
- Supported needs of 12+ residents under long-term care.
Education
High School -
DeLand High School
DeLand, FL05.2005
No Degree - Nursing Education
Daytona State College
Daytona Beach, FLSkills
- Strong written and verbal communication
- Time management and self-motivation
- Proficient in remote collaboration tools (eg, Slack, Zoom, Teams)
- Adaptability to asynchronous communication
- Empathetic communication
- Conflict resolution
- Active listening
- Customer retention
- Multichannel support (email, chat, phone, social media)
- Written communication
- Customer relations
- Critical thinking
- Troubleshooting and issue resolution
- Data management
- Decision-making
- Troubleshooting
Timeline
Customer Service Expert
U.S. Bank
02.2023 - Current
Customer Service Representative
Alorica Marcus by Goldman Sachs Bank
01.2022 - 02.2023
Customer Service Representative
Sykes Enterprises LLC Expedia
10.2015 - 12.2021
Certified Nursing Assistant
Halifax Health Hospital
02.2010 - 10.2015
High School -
DeLand High School
No Degree - Nursing Education
Daytona State College
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