Celena Walker

Senior Platinum Customer Care Specialist June 2019 — March 2020

About the role My role in this position was to assist, inform, and help customers with their platinum card accounts. I provided exceptional customer service servicing the customers needs while also suggesting offers to give the customer a better experience with their credit card account(s). Created a pleasant experience with every customer by being actively listening, paying attention to any important notices on the account, resolving issues quickly, and sending customer useful self-help links to prevent callbacks. I was an escalation point for customers and I also managed to positively and effectively deescalate calls with any irate customers. I was a team captain to help colleagues with tips to increase customer survey scores and to help promote a positive and motivating spirit throughout the the team.

Phone Banker 2 December 2016 — September 2017

Phone Banker 1 July 2016 — December 2016

About the role I took calls to assist, troubleshoot, answer questions, and/or elaborate on certain topics to customers pertaining to their account. I offered services that may be beneficial to the customers based on what they called for. I made sure customers were knowledgeable about their account status to prevent any future mishaps. I made sure customers feel comfortable and at ease when it comes to their accounts and banking with Wells Fargo. Had experience with software such as softphone, hogan, Microsoft and etc.

Inside Sales Representative August 2015 — March 2016

About the role My key role was to make sales and make sure customers were happy with their purchase, I would sale cable and internet services to customers and made sure that they were well informed about the type of services they were purchasing. I made sure customers were well educated in terms they could understand about the different cable packages and internet speeds that we offered and I made sure the customers would get the best offers while exceeding above and beyond job quotas. I also had experience with working from home with the job computer. The skills I used and enhanced at the job was my computer skills, communication, building rapport, multi-tasking during a call, and remaining positive during the call through the customers condition.