Customer Service Representative
Resume:
Patricia Tillman
Columbus, OH
Willing to work Onsite? Yes
Supplier Skill Assessment:
CSR Experience
8+ Years
Excel
10+ Years
Number of Calls
Internet Speed (Hard wired)
Yes
Interview Availability
24 hours prior notice
Comfortable turning on the Camera during the Interview
Yes
Vacation Plans
August 28th
Summary:
Dedicated and results-oriented Customer Service Representative with extensive experience in the banking sector, including roles at Discover Bank, JP Morgan Chase, and PNC Bank, handling high-volume call environments, managing 50 to 150 calls daily, and has also worked in fast-paced centric environments
Skilled in resolving customer inquiries and account issues promptly, overseeing CD closures, maintaining accurate customer records, handling account openings and closings, processing check deposits, fund withdrawals, and CD transactions, handling billing inquiries, explaining charges, and processing payments,
Adept in maintaining detailed records in CRM systems, providing comprehensive support to credit card customers, helping them understand their statements, payment due dates, and available payment options, and guiding customers through making payments online, by phone, or in person at bank branches
Proficient in handling calls regarding the processing of credit card payments, addressing proper crediting of accounts, managing outstanding balances, clarifying discrepancies, addressing complaints regarding debit card usage, transactions, account balances, fraud, lost or stolen cards, and other issues
Education:
North Babylon High School - North Babylon, NY Jun 1983
High School Diploma
Skills:
Excellent verbal and written communication skills
Strong understanding of banking products, services, and procedures
Proficient in using banking software and customer relationship management (CRM) tools
Ability to handle difficult customer interactions with patience and empathy
Attention to detail, accuracy, and data entry skills
Problem-solving and conflict-resolution abilities and work in call-centric environments
Multitasking and time management skills in a fast-paced environment
Commitment to maintaining confidentiality and adhering to security protocols
Compliance with regulatory guidelines and industry best practices
Professional Experience:
Discover Bank - Remote Oct 2023 - Jul 2024
Deposit Specialist
Resolved customer inquiries and account issues efficiently
Oversaw the process for closing CDs
Maintained accurate and current customer records, including addresses and phone numbers
Handled the opening and closing of bank accounts for customers
Assisted with check deposits, fund withdrawals, and the reinvestment or cashing out of CDs
Addressed customer questions and concerns via telephone
Followed banking regulations and policies to ensure proper account management and security
Spectrum - Columbus, OH Feb 2022 - Jan 2023
Customer Service Representative
Responded to customer inquiries, concerns, and issues via various communication channels, such as phone, email, chat, or social media
Assisted customers with billing questions, service outages, technical difficulties, and general inquiries
Identified and troubleshoot customer problems or concerns related to services, billing, equipment, or technical issues
Worked to find appropriate solutions and provide clear instructions to customers to resolve their problems
Assisted customers with billing inquiries, explain charges, process payments, set up automatic payments, and help customers understand their billing statements
Provided basic technical support for services such as internet, cable TV, and phone Troubleshoot connectivity issues, guided customers through equipment setup and configuration, and escalated technical problems when necessary
Explained available service options to customers, assist with service plan changes, upgrades, and downgrades, and help customers understand the features and benefits of different plans
Updated customer account information, address changes, and service plan modifications accurately and promptly in the company's systems
Assisted customers with activating new services and guide them through the process
Processed service cancellations if requested by customers and gather feedback on reasons for cancellation
Stayed up to date on the company's products, services, promotions, and policies to provide accurate and relevant information to customers
Maintained detailed records of customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system
Identified opportunities to promote additional products or services that might benefit the customer and provide information about special offers or promotions
Employment Gap
Dedicated this period to health and recovery while battling cancer
Dish Network - Columbus, OH Sep 2018 - May 2019
Tech Support
Interacted with customers via phone, chat, or email to address their technical issues, answer inquiries, and guide in a friendly and professional manner
Diagnosed and troubleshoot technical problems related to satellite TV services, receivers, remote controls, and other equipment; walking customers through step-by-step solutions or utilizing diagnostic tools
Utilized remote support tools to access customers' systems and perform troubleshooting procedures or adjustments
Worked to resolve technical issues promptly and efficiently, aiming to minimize service disruption and enhance customer satisfaction
Accessed customer accounts to check service status, billing information, and subscription details, making updates or corrections as necessary
Maintained accurate and detailed records of customer interactions, troubleshooting steps taken, and resolutions provided in internal databases or ticketing systems
Took payments over the phone
Met quarterly goals
JP Morgan Chase - Columbus, OH Feb 2017 - Apr 2018
Customer Service Representative
Helped customers understand their credit card statements, payment due dates, and various payment options available to them and guide customers through the process of making payments online, over the phone, or in person at bank branches
Responsible for processing credit card payments submitted by customers, this involves verifying the payment details and ensuring the accurate application of payments to the appropriate accounts
Resolved Payment Issues: Sometimes customers might face issues related to their credit card payments, such as failed transactions, overpayments, or discrepancies in payment amounts
Helped investigate and resolve these issues to ensure that customers' payments were properly credited to their accounts
Set up payment plans or explore options to manage their outstanding balances, help address these inquiries, and clarify any discrepancies
Educated customers about responsible credit card usage, the importance of paying on time, and the potential consequences of missed payments
Logged customer interactions and maintain accurate records of payment-related discussions and resolutions
PNC Bank - OH Jan 2016 - Oct 2017
Customer Resolution Specialist
Addressed customer inquiries, concerns, and complaints related to debit card usage, transactions, account balances, fraud, lost or stolen cards, and other issues
Guided customers through the process of activating their new debit cards, ensuring they understand the steps and any security measures involved
Managed requests for replacement debit cards due to loss, theft, or damage Ensuring that the customer's information was updated, and the new card was issued promptly
Guided customers through the process of resetting their debit card Personal Identification Numbers (PINs) for security purposes
Monitored customer accounts for suspicious or unusual activity, identifying potential fraud, and taking appropriate steps to mitigate risk
Helped customers navigate the process of disputing unauthorized or incorrect debit card transactions, which may involve providing information, and documentation, and following up until the issue is resolved
Provided customers with information about their debit card-linked accounts, including balances, recent transactions, and available funds
Assisted customers with technical issues related to using their debit cards, such as problems with card readers, online banking platforms, or mobile apps
Maintained accurate records of customer interactions, including notes about the nature of inquiries, actions taken, and resolutions provided
Eddie Bauer - Groveport, OH Oct 2015 - Jan 2016
Sales Representative
Detail-oriented Customer Service Associate and experience in handling 50+ calls in a day
Strong customer-oriented background in business, call center operations
Provided customers with information such as quotes, orders, sales, shipping, warranties, credit, funding options, incentives, or tax rebates as well as improved companies’ sales rate by 50%
Safe lite - Westerville, OH Mar 2015 - Aug 2015
Sales Representative (seasonal)
Detail-oriented Customer Service Associate and experience in handling 100+ calls in a day
Strong customer-oriented background in business, call center operations, claims, and disputes
Assisted customers with any possible fraudulent activity on their credit and/or debit card accounts
Understood standard bank transactions, as well as common product and services
Provided customers with information such as quotes, orders, sales, shipping, warranties, credit, funding options, incentives, or tax rebates
Helped raise the company’s productivity by at least 50%
Alliance Data - Westerville, OH Mar 2012 - Oct 2014
Sales/Customer Service Representative
Answered telephones and give information to callers, take messages, or transfer calls to appropriate individuals
Created, maintained, and entered information into databases
Provided services to customers, such as order placement or account information
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