Experience

Cape Fear Public Utility Authority

• United States
• Utilities
• 100 - 200 Employee

• Customer Service Advocate

  • Feb 2023 - Present

  Cross trained in multiple departments to know all company needs and train new employees. Analyzed and updated all necessary changes to Salesforce software Processed customer service requests via live chat, phone and email support Customized CRM using the most up-to-date tools (i.e., workflows, triggers) Noted customer correspondence in CRM to track requests, problems and solutions. Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services Guided customers through troubleshooting, navigating the company website/mobile app or using digital tools Audited internal data and processes to identify and manage initiatives, improving business performance. Recommended metrics and models based on observed trends. Worked with internal teams to understand business needs and changing strategies. Show less



REV Federal Credit Union

• United States
• Financial Services
• 100 - 200 Employee

• Member Advisor

  • Feb 2022 - Feb 2023

  Documented customer correspondence in CRM to track requests, problems and solutions. Assisted customers with making payments or establishing payment plans to bring accounts current. Upheld quality control policies and procedures to increase customer satisfaction. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Relayed customer feedback to cross-functional teams to improve products and services Trained new hires on products and services, best practices and protocols to reduce process gaps. Show less



Truist Bank

• United States
• Banking
• 100 - 200 Employee

• Customer Service Representative

  • Oct 2017 - Oct 2021

  Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current. Maintained customer database by entering any new and updated customer and account information Satisfied customer queries over phone and email to maintain positive patient-provider relationships. Reviewed daily customer transactions, open and closed account reports to verify accuracies and keep all customer information current. Maintained customer database by entering any new and updated customer and account information Satisfied customer queries over phone and email to maintain positive patient-provider relationships.