LINDA LEE
Hayward
Summary
Dynamic customer service professional with a proven track record at BMO, excelling in problem-solving and teamwork. Recognized for enhancing customer satisfaction through empathetic communication and swift issue resolution. Skilled in managing high-volume calls while maintaining a friendly demeanor, consistently meeting performance metrics and fostering a collaborative work environment.
Overview
12
12
years of professional experience
Work History
Associate III-IC Retail Banking II
BMO
02.2013 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with inquiries in a timely and in a professional manner.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Identified and responded to customer requests and concerns through email, online chat, and phone customers.
- Identified and responded to customer requests and concerns through email, online chat.
- Met all call quality standards and daily quotas for first-call resolution.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Utilized advanced knowledge of products and services to provide accurate information to customers while upselling when appropriate.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Contributed to a reduction in customer complaints by quickly identifying and addressing root causes of dissatisfaction.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Developed a deep understanding of customer service principles and customer service best practices.
- Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Identified and resolved discrepancies and errors in customer accounts.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Sought ways to improve processes and services provided.
Education
Associate of Arts - Liberal Arts
Queensborough College
Bayside, NY06-1985
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
Timeline
Associate III-IC Retail Banking II
BMO
02.2013 - Current
Associate of Arts - Liberal Arts
Queensborough College
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