William Coughlin
Akron,OH
Summary
Results-driven customer service representative recognized for exceptional verbal and written communication skills. Experienced in managing complex inquiries and ensuring transaction accuracy. Ready to contribute to a dynamic team focused on customer satisfaction and operational excellence.
Overview
29
29
years of professional experience
Work History
Advanced Customer Service Representative
FirstEnergy Corp.
Akron, OH
03.2018 - Current
- Processed new service, upgrade, and reinstallation requests across entire coverage area.
- Reviewed billing for residential PA accounts and nonresidential OH accounts to ensure accuracy.
- Handled move-ins, move-outs, and service transfers throughout entire coverage area.
- Assessed accounts and provided options for inbound PA credit inquiries.
- Managed inbound payment calls to facilitate timely transactions.
- Addressed inbound outage and emergency calls to maintain customer satisfaction.
Private Banking Associate
Dollar Bank
Hudson, OH
06.2009 - 12.2016
- Processed transactions and opened accounts for Private Banking clients efficiently.
- Cultivated strong client relationships to uncover future sales opportunities.
- Delivered sales recommendations to Officers based on thorough client interactions.
- Researched and resolved issues for internal and external clients promptly.
- Executed direct mail campaigns targeting potential clients and followed up effectively.
- Maintained client confidentiality in accordance with federal regulations and company policies.
Customer Service Representative Sr.
Huntington National Bank / Sky Bank
Stow, OH
12.2006 - 03.2009
- Processed client transactions with high accuracy and efficiency.
- Facilitated product and service sales by referring clients to platform staff.
- Conducted research on client issues and presented viable options.
Customer Service Associate / Shipping Clerk
Network Technologies Inc. / Video Products Inc.
Aurora, OH
02.2006 - 10.2006
- Processed internet/phone orders
- Researched and answered technical questions
- Assisted clients with questions regarding order shipments
Escrow Assistant
Old Republic Title Insurance Company
Akron, OH
07.2005 - 11.2005
- Reviewed client files, correcting errors and ensuring accuracy.
- Coordinated with borrowers and closing agents to schedule closing appointments.
- Prepared comprehensive client files for Escrow Closer completion.
Customer Service Associate / Shipping Clerk
Universal Hydraulics Int’l Ltd.
Twinsburg, OH
08.2003 - 06.2005
- Processed customer orders daily, ensuring accuracy and efficiency.
- Packed and shipped orders to maintain timely delivery.
- Invoiced and organized customer files for improved record-keeping.
- Researched customer inquiries to provide tailored options and sales quotes.
- Established relationships with clients to foster future sales opportunities.
Customer Service Associate/Assistant Lead Teller/Line Teller
FirstMerit Bank
Akron, OH
02.1997 - 06.2003
- Researched customer issues and provided suitable options to enhance service delivery.
- Corrected banking errors and updated client files to ensure data accuracy.
- Profiled clients to identify current sales opportunities and drive revenue.
- Cultivated relationships with clients to generate future sales prospects.
- Maintained client confidentiality in compliance with federal regulations and company policies.
- Supported various branch functions by assisting team members as needed.
- Developed promotional materials tailored for individual branches to boost visibility.
- Collaborated with Lead Teller on scheduling and personnel management within teller line.
Education
History, English
The Ohio State University
Columbus, OH01.1994
Skills
- Verbal and written communication
- Client relationship building
- Eagerness to learn
- De-escalation techniques
- Computer proficiency
- Customer support and complaint resolution
Timeline
Advanced Customer Service Representative
FirstEnergy Corp.
03.2018 - Current
Private Banking Associate
Dollar Bank
06.2009 - 12.2016
Customer Service Representative Sr.
Huntington National Bank / Sky Bank
12.2006 - 03.2009
Customer Service Associate / Shipping Clerk
Network Technologies Inc. / Video Products Inc.
02.2006 - 10.2006
Escrow Assistant
Old Republic Title Insurance Company
07.2005 - 11.2005
Customer Service Associate / Shipping Clerk
Universal Hydraulics Int’l Ltd.
08.2003 - 06.2005
Customer Service Associate/Assistant Lead Teller/Line Teller
FirstMerit Bank
02.1997 - 06.2003
History, English
The Ohio State University
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