Customer Service Representative
Current● Maintained customer data and experience by ensuring an average first quality response time (FQRT) of 10 minutes toqueries, while keeping total resolution time (TRT) under 4 hours.● Served as day-to-day contact for assigned accounts, building trust and rapport while identifying areas ofopportunity, highlighting best practices, and documenting them.● Generated trust and credibility at multiple levels in existing accounts after purchase and through the sales cycle.● Managed the onboarding process for each new customer, from technical evaluation onward.● Reviewed the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcomeissues and achieve goals.● Managed overall relationship with assigned clients, which includes managing on-boarding, implementation, training,increasing adoption, ensuring retention, and high levels of customer satisfaction.● Established trusted and strategic advisor relationship to help drive continued value of Fidelity Bank products andservices.● Designed, developed, and deployed strategies to decrease the workload and improved processes and frameworks to increasecustomer satisfaction and retention as the quality and speed of the company’s customer support. ● Identified and analyzed trends in the feedback received from customers, suggested innovative ways to resolve and mitigatecustomer's concerns by communicating learnings to the Product, sales, and operating teams.
