Martina Coleman
Laois
Summary
Dedicated worker focused on customer satisfaction and providing high-quality service. Determined to exceed expectations and take on higher responsibilities. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Banking Customer Service Representative
AIB
Naas, Ireland
05.2003 - Current
- Provided account information and answered customer inquiries in a timely manner.
- Assisted customers with deposits, withdrawals, transfers, and other banking transactions.
- Resolved customer complaints or escalated them to the appropriate personnel as needed.
- Identified potential fraud cases and reported them to the supervisor.
- Explained banking procedures and regulations to customers accurately.
- Received telephone calls from customers regarding their accounts or services provided by the bank.
- Informed customers about new products or services available through the bank.
- Utilized various software programs including Microsoft Office Suite for data entry purposes.
- Checked customers' identification when necessary in compliance with anti-money laundering regulations.
- Adhered to all applicable laws, regulations, policies, and procedures relating to financial services.
- Monitored account activities for suspicious patterns that could indicate fraudulent activity.
- Conducted research into customer questions or problems using available resources.
- Provided excellent customer service by responding promptly to requests or inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Updated databases with new and modified customer data.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
High School Diploma -
St Marys Post Primary
Athy, Co Kildare06-2002
Skills
- Client Confidentiality
- Financial product knowledge
- Account Management
- Customer Service
- Regulatory Compliance
- Banking operations support
- Problem Resolution
- Organizational Skills
- Task Prioritization
- Calm and Professional Under Pressure
- Active Listening
- Multi-Line Phone Systems
- Remote Office Availability
- Calm Under Pressure
- Teamwork skills
- Problem-solving aptitude
Timeline
Banking Customer Service Representative
AIB
05.2003 - Current
High School Diploma -
St Marys Post Primary
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