MONTEZ HARLEN
St. Louis
Summary
Diligent Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Able to enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
Work History
Customer Service Call Center Agent
US Bank Home Mortgage
05.2019 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Provided primary customer support to internal and external customers.
- Educated customers about billing, payment processing, escrow, support policies and procedures.
Travel Consultant
Connexions Loyalty
11.2015 - 01.2019
- Supervised credit and debit payments while handling sensitive information with professionalism and discretion
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Associate Manager
Lion's Choice
10.2003 - 11.2015
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Monitored staff performance, enforcing adherence to policies, procedures, regulations, health codes, license requirements, and top service standards.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
Education
Bachelor of Administrative Studies - Business Administration And Management
Missouri College
St. Louis, MO04.2011
Skills
- Building Customer Trust and Loyalty
- Multi Tasking
- Customer Service
- Detail Oriented
- Microsoft Office
- Supervising
- Understanding Customer Needs
- Diligent
- Money handling abilities
- Good listening skills
- Strategic planning
- Training and development
- Call Documentation
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Calm and Professional Under Pressure
Timeline
Customer Service Call Center Agent
US Bank Home Mortgage
05.2019 - Current
Travel Consultant
Connexions Loyalty
11.2015 - 01.2019
Associate Manager
Lion's Choice
10.2003 - 11.2015
Bachelor of Administrative Studies - Business Administration And Management
Missouri College