Wilhona Wilson
Bronx,NY
Overview
18
18
years of professional experience
Work History
Member Service Representative II
United Nations Federal Credit Union
New York City, USA
10.2004 - 07.2017
- Answered inbound calls, and responded to e-mail, and web chat in office as well as Work-at-home
- Communicated with domestic and international members provided appropriate answers or referrals
- Interviewed members to determine their present and future financial needs
- Cross-sold products and services and promoted new business lines to satisfy member needs
Lease Consultant
Center one Remarketing
Hunt Valley, USA
03.2002 - 12.2003
- Developed system to handle inbound and outbound calls efficiently that resulted in an organized and productive daily queue.
- Utilized comprehensive product knowledge to establish a genuine rapport with customers and clients
Customer Service Representative
Visa International
Owings Mills, USA
01.2000 - 02.2002
- Routinely handled a high volume of incoming calls while maintaining a low call-time average
- Blocked accounts when needed to prevent illegal use by unauthorized individuals
- Set up emergency card or cash for traveling customers in need
- Promoted a wide variety of VISA products and services resulting in more revenue for the company
Education
BA degree - Professional Studies
Medgar Evers College
Brooklyn, NY06.2012
AA degree - Business Management
Medgar Evers College
Brooklyn, NY01.2011
Skills
- Flexibility
- Call center operations
- Product promotion
- Cross-selling techniques
- Financial needs assessment
- Customer satisfaction
- Customer retention
- Relationship management
- Member engagement
- Client retention strategies
- Dispute resolution
- Effective communication
- Problem solving
- Time management
References
References available upon request.
Timeline
Member Service Representative II
United Nations Federal Credit Union
10.2004 - 07.2017
Lease Consultant
Center one Remarketing
03.2002 - 12.2003
Customer Service Representative
Visa International
01.2000 - 02.2002
BA degree - Professional Studies
Medgar Evers College
AA degree - Business Management
Medgar Evers College