Customer Care Senior Representative Resume

Career Overview
I am an excellent communicator with 10+ years experience working in a demanding call center environment as a customer service representative.

Core Strengths
I am a very detail oriented organized individual who has over 10 years of customer service in the banking and call center industry. My passion is to educate customers on their accounts whether it's banking or wireless accounts. I am a creative problem solver educating customers with the right wireless and banking plans, I have excellent communication skills. I am proficient in MS Word, Excel, Windows7, Vista, and Windows XP.

Accomplishments

Professionally processed 40+ calls per day while providing information and service to ensure customer satisfaction.
Multi-tasking
Consistently received positive feedback from customers through monitored surveys and created repeat business by developing long term relationships with customers.
Handled customer complaints maintaining a positive tone and experience for the entire call.
Ensure that customer's issues are being resolved in a timely manner by doing follow-up calls.

Work Experience

Customer Care Senior Representative
February 2009 to August 2012
Confidential Houston, Texas

Excelled in a call center environment taking inbound calls resolving customer's issues.
Provided customer service for an average of 60 calls per day, answering customer inquiries, solving problems, and providing new product information.
Troubleshoot hardware and software issues and identify network/applications issues.
Evaluate customers concerns and ensure accuracy on their bill resolve problems to customer satisfaction, follow up with customers to ensure first call resolution and achieve and deliver 100% customer satisfaction.
Earned "Top Performer" for two consecutive quarters in 2011.

Lead Teller
May 2007 to January 2009
Confidential Houston, Texas

Balance a cash drawer that totals $40,000.00 and maintaining it's limits.
Balance ATM machine perform cash shipments on a weekly basis and order money for the branch supply.
Perform overrides for the new tellers over their cash limits.
Described products to customers and accurately explained details of what different accounts minimum requirements consist of.
Answered questions regarding branch and bank products, while maintaining knowledge of current sales and store promotions.

Central Teller
February 2003- April 2007
Confidential Houston, Texas

Mentor new hire tellers to become professional tellers in order to perform the position at a satisfactory level.
Balance ATM machine and coin machine perform coin shipments when necessary on the coin machines.
Handled escalated customer inquiries regarding overdrafts amounts or holds on their checks.

Telephone Banker I & II
July 1998 to November 2002
Confidential Houston, Texas

Excelled in a call center
Assist customer's with inquiries on DDA/Savings accounts refer customer's to the right banking products.
Comply with banking regulations and stay in compliance.

Educational Background

Diploma 1995
Business
Finance
General Studies

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