Rita DeFazio

CSR

CIBC

06.1980 - 12.2024

Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
Responded to customer requests for products, services, and company information.
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
Collaborated with management to develop strategies for enhancing overall customer experience.
Streamlined communication between departments, ensuring timely resolution of customer concerns.
Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
Followed up with customers about resolved issues to maintain high standards of customer service.
Met customer call guidelines for service levels, handle time and productivity.
Responded proactively and positively to rapid change.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Delivered prompt service to prioritize customer needs.
Maintained up-to-date knowledge of product and service changes.