N'ZARIA WHITE
Wilmington
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. I have an extensive track record in customer service and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Driven by genuine love for helping others, brings extensive experience in nurturing and developing customer service professionals. Demonstrates remarkable patience, empathy, and persuasive communication skills, essential for creating collaborative and supportive learning environment. Adept at transforming complex concepts into easily understandable material, ensuring trainees grasp customer service principles effectively. Committed to fostering culture of cooperation and continuous improvement, making significant impact on team performance and customer satisfaction.
Overview
7
7
years of professional experience
Work History
FINANCIAL CUSTOMER SERVICE REPRESENTATIVE
Bank Of New York Mellon
12.2022 - 12.2023
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries
- Reached out to customers after completed sales to suggest additional service or product purchases
- Researched market trends and developed strategies to capitalize on emerging opportunities
- Maintained customer financial information and files
- Administered employee insurance, pension and savings plans, working with insurance brokers and plan carriers
- Assisted customers with inquiries and resolving financial issues
- Handled customer complaints in a timely manner, following company procedures
- Performed data entry of customer accounts into the system
- Maintained up-to-date knowledge of banking regulations and guidelines for compliance purposes
- Monitored daily activity related to deposits, withdrawals, transfers, returns
- Researched and analyzed various funds, stocks, bonds, and other investment products
CUSTOMER SERVICE REPRESENTATIVE
Vanguard Investment Group
01.2022 - 12.2022
- Answered inbound calls to greet and assist customers with various needs and questions
- De-escalated customer complaints using specialized communication techniques
- Generated reports, correspondence and documentation for internal and customer use
- Handled escalated callers to reach positive outcomes
- Assisted clients with the sometimes complex process of collecting financial records, tax returns and other relevant documentation
- Disbursed funds from client accounts to meet financial obligations and resolve credit issues
- Performed data entry tasks to keep records up-to-date and accurately entered into the system
- Tracked all customer interactions using internal software applications
- Collected deposits or payments and arranged for billing
- Performed complete audit of each mutual fund to identify highest possible results
CONCIERGE
101 DuPont Place
05.2021 - 12.2021
- Maintained safe environment by monitoring security systems and cameras and inspecting property for damages, incidents, and misconduct
- Coordinated itineraries for guests before arrival based on requests received by phone, email, or fax
- Coordinated the efficient and secure delivery of guest luggage, mail and packages
- Greeted residents and guests cordially when entering property
- Received and routed incoming and outgoing deliveries on behalf of guests
- Maintained luxury environment by exceeded guest expectations for quality and service
- Conducted regular inspections of lobby areas to ensure cleanliness is maintained at all times
PICKER & PACKER
Amazon
08.2020 - 02.2021
- Lifted and arranged products on pallets and organized in staging area
- Picked proper items and quantities according to pick lists
- Packed and unpacked items to be stocked shelves in stockrooms, warehouses and storage yards
- Identified and reported any damaged or incorrect inventory items
- Examined packages for correct labeling, sealing, and wrapping prior to shipment
- Demonstrated strong organizational skills when packing shipments
- Processed incoming stock efficiently according to established procedures
HOSTESS
Iron Hill Brewery and Restaurant
09.2019 - 09.2020
- Cleaned and sanitized tables, menus, and dining areas in accordance with company and industry standards
- Supported servers by greeting tables after escorting to seats, providing water or taking beverage orders, and running food
- Observed dining room to monitor guest satisfaction and provided assistance when needed
- Answered incoming calls and provided information regarding hours of operation, location, and menu items
- Answered phone to take delivery or pickup orders from callers
- Informed guests about daily specials, new dishes, and changes in menu
- Escorted guests to tables, provided menus, and discussed daily specials
- Demonstrated flexibility by helping out in other departments as needed
- Presented positive first impression of establishment's high standards by delivering exceptional service
BARISTA TRAINER
Dunkin' Donuts
04.2018 - 06.2019
- Cleaned the machines and sandwich station, trained new employees, and decorated donuts
- Ground and blended coffee beans, brewed coffee and tea, prepared sandwiches and baked goods and served items to customers
- Welcomed customers, highlighted specials or new items on menu, answered questions, and accepted orders and payments
- Presented and explained drink menu, answering questions to educate customers
- Trained new baristas on company processes and product preparation
- Operated cash registers and handled cash and card transactions
- Developed procedures for cleaning equipment and maintaining inventory levels in order to meet health department standards
- Collaborated with management to periodically review and update training program objectives
LEAD HOSTESS
Washington Street Ale House
01.2017 - 12.2017
- Cleaned and sanitized tables, menus, and dining areas in accordance with company and industry standards
- Supported servers by greeting tables after escorting to seats, providing water or taking beverage orders, and running food
- Observed dining room to monitor guest satisfaction and provided assistance when needed
- Answered incoming calls and provided information regarding hours of operation, location, and menu items
- Answered phone to take delivery or pickup orders from callers
- Informed guests about daily specials, new dishes, and changes in menu
- Escorted guests to tables, provided menus, and discussed daily specials
Education
HIGH SCHOOL DIPLOMA - Business Administration
William Penn High School
New Castle, DE06.2016
Skills
- Data Entry and Maintenance
- Call Documentation
- Building Customer Trust and Loyalty
- Transaction Processing
- Order and Refund Processing
- Microsoft Office
- Inbound and Outbound Calling
- Excellent Attention to Detail
- Quality Control
- Document and Records Management
- Problem Resolution
- CRM Software
- Account Updates
- Account Retention
- Financial Services
- Payment Processing
- Customer Support
- System Documentation
- Analytical Abilities
- Performance Monitoring
- Administrative Support
- Telephone Etiquette
- Market research
- Mutual Funds
- Java Script
- Team Management
- Conflict Resolution
- Staff Training
- Loan Services
Metrics
Manages a team of 8 employees
Increased customer satisfaction by 10% through efficient conflict resolution
Improved client retention by 5% by proactively resolving financial inquiries
Timeline
FINANCIAL CUSTOMER SERVICE REPRESENTATIVE
Bank Of New York Mellon
12.2022 - 12.2023
CUSTOMER SERVICE REPRESENTATIVE
Vanguard Investment Group
01.2022 - 12.2022
CONCIERGE
101 DuPont Place
05.2021 - 12.2021
PICKER & PACKER
Amazon
08.2020 - 02.2021
HOSTESS
Iron Hill Brewery and Restaurant
09.2019 - 09.2020
BARISTA TRAINER
Dunkin' Donuts
04.2018 - 06.2019
LEAD HOSTESS
Washington Street Ale House
01.2017 - 12.2017
HIGH SCHOOL DIPLOMA - Business Administration
William Penn High School
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