Leticia Hilson
Lithonia
Summary
Several outstanding years in the customer service industry, in which I have excelled in all assignments. I am proficient in results, oriented professional, articulate and persuasive in dealing with clients, peers, and diverse clientele. I also consistently meet and exceed corporate goals while mentoring staff to improve client satisfaction. I have strong decision making, leadership and marketing skills. As a leader and as a team member, I work well with others and strive to seek customer satisfaction
Overview
16
16
years of professional experience
Work History
Customer Service Representative/Bank Specialist
TTEC/ USAA
05.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Successfully identified fraudulent activity through careful review of account activities and transactions patterns, protecting both the institution''s reputation and customers'' assets.
- Implemented new procedures for more efficient bank operations, resulting in reduced errors and improved accuracy.
- Streamlined loan application processes to expedite approvals and facilitate positive borrower experiences.
- Provided exceptional customer service, fostering long-term relationships and generating repeat business from satisfied clients.
- Increased customer satisfaction by addressing and resolving complex banking issues.
- Navigated sensitive situations involving customer complaints or disputes while maintaining a professional demeanor at all times.
- Assisted clients with opening accounts, providing comprehensive explanations of available financial products and services.
- Opened new accounts and made changes to existing accounts.
- Identified customer desires and goals through needs-based sales tactics.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Investigated and resolved account issues by offering applicable options to customers.
- Helped customers prepare documents required to complete transactions and process requests.
- Supported tellers by processing transactions involving money orders, cashiers checks and payments.
- Provided expert advice on investment options tailored to each client''s unique financial goals.
- Mentored junior staff members on banking best practices, enhancing overall team performance and productivity levels.
Real Estate Assistant
BELLA Realty & Investments
06.2022 - 09.2023
- Greet clients
- Answer inbound calls and make follow up calls
- Prepare correspondence, schedule some meetings, and make travel arrangements
- Coordinate showings, assisting at open houses, and obtaining feedback
- Order supplies, prepare and distribute marketing materials
- Maintain electronic and paper filing systems
- Assist with preparing listing materials and posting property listings
- Manage client databases and prepare reports
- Assisting with closing processes
- Perform other duties as assigned
In-Store Customer Service Representative
Publix
01.2019 - 12.2021
- Work to resolve all customer contacts within 24 to 48 business hours, maintaining satisfied customers and acting as an extension of our in-store customer experience
- Conduct proactive research and serve as an information resource to customers with information regarding proposed company changes, new products and services, new store information, and product ingredient inquiries
- Assist with current events such as product recalls, store openings/closing, hurricanes, or crisis situations to properly handle customer inquiries
- Provides premier customer service, including greeting customers and answering their questions
- Assist with day to day operations for Cashier & Baggers
- Accepts payment and provides change when appropriate at Customer Service
Warehouse Manager
Publix
01.2013 - 12.2021
- Employee Scheduling and Payroll
- New Hire-Training/Benefits & Enrollment
- Perform an array of functions that may include receiving and processing incoming stock and materials, picking and filling orders from stock, packing and shipping orders, or managing, organizing and retrieving stock
- Look through work orders to determine loading and unloading activities for the day
- Select items from storage areas and ensure that correct items have been picked by verifying information
- Move picked /pulled orders from storage areas and place them on pallets
- Reload boxes on forklifts and deliver them to delivery areas
- Perform preventative and regular maintenance tasks of assigned forklifts
Medical Assistant
Greystone Ob/Gyn
01.2009 - 12.2013
- Schedule appointments
- Obtain blood samples
- Perform data entry
- Measure and record vital signs
- Clean exam rooms
- Answer phone calls
- Prepares equipment and assists physicians with medical treatments, exams and medical procedures
Education
Academic Diploma -
Stephenson High School
Certified Medical Assistant -
MedTech
Bachelor Of Accounting - Finance
Southern New Hampshire University
Hooksett, NH12.2023
Skills
- Extraordinary Leadership Qualities
- Effective Communication skills
- Interact well with others
- Extraordinary organizational skills
- Exceptional creative skills
- Exceptional verbal and written skills
- Self Motivated and professional
- Outstanding team player
Accomplishments
- Several outstanding years in the customer service industry, in which I have excelled in all assignments.
- Proficient in results-oriented professional, articulate and persuasive in dealing with clients, peers, and diverse clientele.
- Consistently meet and exceed corporate goals while mentoring staff to improve client satisfaction.
Timeline
Real Estate Assistant
BELLA Realty & Investments
06.2022 - 09.2023
Customer Service Representative/Bank Specialist
TTEC/ USAA
05.2020 - Current
In-Store Customer Service Representative
Publix
01.2019 - 12.2021
Warehouse Manager
Publix
01.2013 - 12.2021
Medical Assistant
Greystone Ob/Gyn
01.2009 - 12.2013
Academic Diploma -
Stephenson High School
Certified Medical Assistant -
MedTech
Bachelor Of Accounting - Finance
Southern New Hampshire University
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