Marissa Leslie
Summary
Accomplished Customer Service Representative at First Citizens Bank Limited, adept in critical thinking and computer proficiency. Excelled in resolving high-stress disputes, enhancing customer loyalty through empathetic service, and mentoring new hires, significantly improving complaint resolution times. Demonstrated exceptional problem-solving abilities and product knowledge, fostering positive customer relationships and service standards.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
First Citizens Bank Limited
05.2020 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Improved resolution time with effective problem-solving for customer complaints.
Citizens Guide
First Citizens Bank Limited
09.2023 - 12.2023
- Built personal relationships with customers to promote positive experiences.
- Managed unexpected challenges with flexibility
- Participated in training programs to enhance product knowledge and customer service skills.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about the Bank's electronic channels.
Education
Professional Certificate For Financial Advisors - Banking And Finance
Institute of Banking And Finance
Level 1 Invader's Bay Tower, Invader's Bay , Trinidad And Tobago04.2025
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Computer Proficiency
- Product Knowledge
- Product and service solutions
Timeline
Citizens Guide
First Citizens Bank Limited
09.2023 - 12.2023
Customer Service Representative
First Citizens Bank Limited
05.2020 - Current
Professional Certificate For Financial Advisors - Banking And Finance
Institute of Banking And Finance
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