AUAlma User
@almauser
Detail-oriented customer service agent with 5 years of experience.
United StatesWhat I'm looking for
As a dedicated customer service professional with over five years of experience, I have honed my skills in communication, empathy, and problem-solving. My journey began at J.P. Morgan, where I managed daily banking transactions and trained junior tellers, ensuring accuracy and adherence to banking regulations. This foundational experience paved the way for my transition into remote customer service roles, where I excelled in managing high-volume inbound calls and fostering trust with clients.
At Lawyer.com, I successfully handled 100-120 inbound calls daily, demonstrating expertise in client intake processes and leveraging digital communication tools to engage with clients effectively. My commitment to exceeding performance targets and maintaining high productivity levels in a remote environment has been a hallmark of my career. I am passionate about enhancing the client experience and supporting organizational goals through my work.
Experience
Work history, roles, and key accomplishments
Customer Service Specialist
Lawyer.com
Feb 2023 - Jan 2025 (1 year 11 months)
Managed 100-120 inbound calls daily for several law firms, handling client intake processes with precision and professionalism. Demonstrated expertise in active listening and customer needs assessment, adapting responses to individual client concerns and fostering trust and rapport from the first point of contact.
Team Leader and Customer Representative
Concentrix
Aug 2021 - Jan 2023 (1 year 5 months)
Managed 45-60 inbound calls daily for an emergency line, assisting callers with new car purchase instructions and informing them of new services. Promoted to Team Leader, managing 10 agents and ensuring call quality and metrics were met each month.
Senior Teller
J.P Morgan
Sep 2018 - May 2019 (8 months)
Proficiently managed daily banking transactions, including deposits, withdrawals, and account inquiries, while ensuring accuracy and adherence to banking regulations. Trained and mentored junior tellers in banking procedures, cash handling protocols, and customer service best practices.
Education
Degrees, certifications, and relevant coursework
University of Houston
Master of Arts, Communication
Pursued advanced studies in communication, focusing on theoretical frameworks and practical applications in various media contexts. Developed strong analytical and research skills through coursework and projects.
University of Texas Rio Grande Valley
Bachelor of Arts, Psychology
Completed a comprehensive curriculum in psychology, gaining a deep understanding of human behavior, cognitive processes, and research methodologies. Engaged in coursework that covered various subfields of psychology.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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