William Knight
Customer Service Rep.
Decatur,MI
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. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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 and providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Representative
PNC Bank Wealth Management
Kalamazoo, MI
08.2021 - Current
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Resolved computer and system networking problems to maintain user productivity.
- Monitored hardware, software and peripheral performance against organizational expectations.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients.
- Researched and resolved uncommon flagged system performance issues to expedite patching.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new personnel regarding company operations, policies and services.
- Maintained up-to-date knowledge of product and service changes.
Senior Fraud Specialist
PNC Bank
Kalamazoo, MI
01.2020 - 07.2022
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Developed and implemented procedures to detect and prevent fraud.
- Evaluated success of fraud detection systems to identify areas for improvement.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Mechanic Technician
Frieghtliner
Kalamazoo, MI
01.2018 - 01.2020
- Identified mechanical problems and determined best solutions for correction.
- Inspected and tested equipment, machinery and components to diagnose issues, recognize defects, and determine appropriate repairs.
- Implemented preventive maintenance measures to decrease emergent issues.
- Frequently diagnosed mechanical problems and determined how to correct issues.
- Stayed current with latest developments in field through research to recommend new equipment and technologies to clients.
- Utilized varied tools and equipment to test and troubleshoot mechanical systems.
- Monitored equipment performance to confirm proper and efficient function.
- Kept track of equipment maintenance schedules using computerized maintenance management systems.
- Assembled and disassembled equipment to perform repairs and maintenance.
- Kept detailed records of repairs and maintenance for reference in future work.
- Followed guidelines while performing maintenance and repairs to prevent work-related injuries.
- Repaired and replaced worn and damaged components.
- Implemented tracking systems to monitor parts inventory and transactions to reduce discrepancies.
- Tore down, repaired and rebuilt faulty assemblies such as power systems, steering systems and linkages.
- Corrected faults and maximized performance by rebuilding systems and individual components.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
- Checked brake systems and determined need of pad replacement, disc turning or other maintenance requirements.
- Tuned automotive systems and components to optimize functionality and prolong life of each piece.
- Delegated and supervised vehicle bodywork to body team for restoration and remediation.
Military
U.S. Army Active Duty
Honolulu, HI
07.2005 - 12.2018
- Trained in small arms, anti-armor and indirect fire weapons.
- Maintained required level of proficiency in use of firearms.
- Upheld Army dress and appearance regulations for professional appearance.
- Upheld code of conduct and maintained professionalism in stressful situations.
- Surveyed company overall health and preparedness.
- Trained in conflict resolution among subordinates, equals and superiors.
- Operated surveillance radar, communication systems and identification equipment.
- Dealt with inter-company conflicts to remove obstacles to troop readiness.
- Served in on-call capacity for last-minute or late-night taskings from leadership.
- Gave individual evaluations based on fitness and combat readiness.
- Oversaw utilities manual records to perform stock control and accounting duties.
- Maintained awareness of subordinates' personal problems and shortcomings, supporting personal and professional growth.
- Provided strategic plotting and navigation for warfare areas.
- Memorized [Infantry] policies and led training for company personnel.
- Looked after weapons by scheduling and performing organizational and preventive maintenance.
- Prepared and submitted personnel, ordnance and operational reports.
- Responded to and assisted in medical emergencies.
- Worked in dirty and uncomfortable conditions, sometimes in dangerous, deployed locations.
- Responded to reports of irregular activities and notified dispatcher for required emergency units.
Education
Associate of Applied Science - Heavy Duty Trucks / Automotive
Universal Technical Institute of Arizona Inc
Avondale, AZ 06.2013 - 09.2016
Ford Fact - Automotive Mechanics
Universal Technical Institute
Avondale 03.2015 - 07.2015
Cerifications - Technical Support Fundamentals
Google Certification's
Online 08.2023 - 08.2023
Skills
Complaint resolution
undefinedTimeline
Cerifications - Technical Support Fundamentals
Google Certification's
08.2023 - 08.2023
Customer Service Representative
PNC Bank Wealth Management
08.2021 - Current
Senior Fraud Specialist
PNC Bank
01.2020 - 07.2022
Mechanic Technician
Frieghtliner
01.2018 - 01.2020
Ford Fact - Automotive Mechanics
Universal Technical Institute
03.2015 - 07.2015
Associate of Applied Science - Heavy Duty Trucks / Automotive
Universal Technical Institute of Arizona Inc
06.2013 - 09.2016
Military
U.S. Army Active Duty
07.2005 - 12.2018
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