Open to opportunities

April Reed-Pilate

@aprilreedpilate

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Experienced Customer Service & Success Professional driving customer loyalty.

United States

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What I'm looking for

I am seeking a role that values customer-centric approaches and offers opportunities for leadership and professional growth.

I am an experienced Customer Service & Success Professional with over 10 years of expertise in enhancing customer loyalty, retention, and satisfaction across various sectors including retail, financial, and telecommunications. My career has been defined by my ability to manage customer relationships effectively, support cross-functional teams, and optimize customer journeys to achieve desired outcomes.

In my current role as a Retail Support Group Analyst II at PNC Bank, I specialize in escalation management improving the response times and customer satisfaction with a baseline of 7% to 15%, providing real-time support to Customer Service Representatives, and ensuring successful resolution of complex customer issues. My commitment to continuous improvement has led to an increase in customer satisfaction through streamlined communication and effective training programs for new team members.

Throughout my career, I have consistently maintained high customer satisfaction ratings and played a pivotal role in transitioning to new CRM systems, demonstrating my ability to adapt and lead in dynamic environments. I am passionate about coaching and mentoring, and I strive to foster a culture of excellence and engagement within my teams.

Experience

Work history, roles, and key accomplishments

Current

Retail Support Group Analyst II

Current

PNC

Dec 2019 - Present (5 years 5 months)

Currently serving as a Retail Support Group Analyst II, providing real-time support to Customer Service Representatives, managing escalation calls, and collaborating with internal partners to enhance customer satisfaction. Involved in training new team members and contributing to the company's mentorship program. Improvised response times and customer satisfaction with a baseline of 7% to 15%.

Customer Relationship Management Escalation Management Quality Assurance Salesforce Customer Retention Communication Skills Problem Solving

Customer Success Representative

PNC

May 2017 - Dec 2019 (2 years 7 months)

Worked as a Customer Success Representative, resolving complex customer service issues and maintaining a high customer satisfaction rating. Managed inquiries about financial products and documented interactions to identify trends for process improvements.

Customer Satisfaction Problem Solving Documentation Financial Products Communication Skills Data Analysis Customer Retention Reporting

Emergency Response Center Alarm Agent

Time Warner Cable

Nov 2015 - Sep 2016 (10 months)

Served as an Alarm Agent, monitoring security systems and notifying customers and emergency responders of alarms. Handled incoming calls and de-escalated difficult customer situations while adhering to department standards.

Customer Support Call Processing Data Entry Communication Skills Problem Solving Customer Service Goals

Branch Administrative Clerk

TruGreen

Apr 2014 - Nov 2015 (1 year 7 months)

Worked as a Branch Administrative Clerk, maintaining records of business transactions, handling payroll, and assisting customers. Performed various clerical duties and supported office activities.

Clerical Customer Support Payroll Management Data Entry Communication Skills Administrative Assistant Problem Solving

Tele-Sales Representative & Team Leader

TruGreen

Dec 2012 - Dec 2013 (1 year)

Served as a Tele-Sales Representative and Team Leader, utilizing a structured sales process to engage prospective customers and secure sales. Provided leadership support within a global organization.

Sales Process Telemarketing Team Leadership Customer Engagement Sales Reporting Communication Skills Customer Service Problem Solving

Education

Degrees, certifications, and relevant coursework

Columbia College

Bachelor of Fine Arts, Marketing Communication

2005 - 2009

Completed a Bachelor of Fine Arts with a concentration in Marketing Communication, focusing on Public Relations. Developed skills in strategic communication, media relations, and marketing strategies.