b'Bank Call Center Agent Resume\nCecelia Potter\n1002 Oak Street \xe2\x97\x8f Irvine, KY 12276 \xe2\x97\x8f (999) 999-9999 \xe2\x97\x8f c_potter @ email .\ncom\n\nCall Center Professional\nClient-focused Call Center Agent, acknowledged for talents in leading clients through difficult\nsituations and providing plausible solutions in a financial setting. Dependable and responsible\ncontributor with strong work ethics and a determination to succeed. Deep knowledge of phone\nand online banking activities aimed at ensuring client satisfaction. Record of working through\nhectic routines and handling irate clients according to bank\xe2\x80\x99s policies and procedures\n\xe2\x80\xa2 Extensive experience in handling bank accounts with sensitivity and by employing discretion\n\xe2\x80\xa2 Functional knowledge of common phone handling procedures and limitations within a\nfinancial organization\nCORE COMPETENCIES\n\n\xe2\x97\x8f Phone banking\n\xe2\x97\x8f Communication\n\xe2\x97\x8f Stress tolerance\n\xe2\x97\x8f Request processing\n\n\xe2\x97\x8f Online banking\n\xe2\x97\x8f Problem analysis\n\xe2\x97\x8f Teamwork\n\xe2\x97\x8f Account discretion\n\n\xe2\x97\x8f Crisis management\n\xe2\x97\x8f Sound judgment\n\xe2\x97\x8f Attention to detail\n\xe2\x97\x8f Banking protocols\n\nMAJOR ACHIEVEMENTS\n\xe2\x80\xa2 Reinstated a valuable client by employing unprecedented outbound calls following\ncompromised customer services from another agent\n\xe2\x80\xa2 Decreased outbound call costs by 68% by introducing VOIP concepts\n\xe2\x80\xa2 Increased the quality of call servicing by deploying rigorous training to existing staff\n\xe2\x80\xa2 Wrote the training bible Outbound / Inbound which is being used for training purposes in 10\ncall centers across 6 states\n\nCALL CENTER EXPERIENCE\nBank Call Center Agent\nBank of America, Irvine, KY 6/2010 to Present\n\n\xe2\x80\xa2 Greet clients over the phone and inquire into their purpose of calling\n\xe2\x80\xa2\n\xe2\x80\xa2\n\xe2\x80\xa2\n\xe2\x80\xa2\n\xe2\x80\xa2\n\xe2\x80\xa2\n\xe2\x80\xa2\n\xe2\x80\xa2\n\nListen carefully to clients and make notes of information both mentally and actually\nAsk questions to determine nature of problem or query\nProvide clients with information asked for\nVerify clients by asking predefined date of birth, name and passcode questions\nProvide clients with information once verification has been established\nAssist clients through online and phone banking problems\nInstruct clients about security concerns regarding their accounts and online transactions\nProvide clients with information on account status and check / instrument clearance\n\nCall Center Representative\nFreeTime, Irvine, KY, 1/2009 to 5/2010\n\n\xe2\x80\xa2 Received telephone calls from clients and listened to their queries carefully\n\xe2\x80\xa2 Provided clients with information regarding company\xe2\x80\x99s services and deadlines\n\xe2\x80\xa2 Provided clients with billing and outstanding payments information\n\n\x0c\xe2\x80\xa2 Verify clients\xe2\x80\x99 accounts to ensure that no fraudulent activity is apparent\n\xe2\x80\xa2 Update client information and follow up on subscriptions\n\xe2\x80\xa2 Escalate priority issues and produce call logs\n\nEDUCATION\nG.E.D | CITY PUBLIC SCHOOL, Irvine, KY'