Shakayla Tillmon
Columbia
Summary
Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Customer Service Manager with more than 5 years of professional customer service and leadership experience.
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.
Overview
16
16
years of professional experience
Work History
Member Service Representative
South Carolina State Credit Union
Columbia
04.2022 - Current
- Answered member questions about products and services.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Presented and explained services and products to meet member needs.
- Consulted with customers regarding needs and addressed concerns.
- Offered exceptional customer service to differentiate and promote company brand.
- Reviewed new account applications to verify eligibility of prospective members.
- Handled calls for new sign-ups, service cancellations and cross-selling opportunities.
- Completed transactions for membership renewals and extensions.
- Collected deposits or payments and arranged for billing.
- Promoted available products and services to customers during service, account management and order calls.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Prevented key account losses by researching discrepancies and correcting problems.
- Excelled in exceeding daily credit card application goals.
- Surpassed sales goals through implementation of successful marketing strategies.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Opened and serviced accounts within authorized limits.
- Participated in training and mentoring of new associates, assisting with onboarding .
- Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads
- Adhered to bank and legal guidelines for reporting, loan approvals and money handling.
Teller
Wells Fargo
Columbia
03.2017 - 09.2020
- Maintained confidentiality of bank records and client information.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Adhered to financial services security and audit procedures.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.
- Built and maintained client relationships through quality, personalized interactions.
- Delivered exceptional service to customers in person or over telephone.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
- Handled cash transactions, balanced cash drawers, performed loan payments and issued cashier's checks.
- Kept teller window areas clean, organized and fully stocked.
- Balanced bank's vault of daily cash for withdrawals and deposits.
Personal Phone Banker
Wells Fargo
Columbia
12.2015 - 02.2017
- Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions.
- Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
- Navigated multiple computer systems and applications and utilized search tools to find customer information.
- Researched and resolved complex customer inquiries regarding loans, credit and consumer accounts.
- Matched members to products and services meeting current needs and expected lifestyle changes.
- Balanced daily cash deposits and vault inventory with zero error rate.
- Completed comprehensive tasks by implementing customer service initiatives, audit and restock ATMs and keep records on accounts.
- Established new accounts and created memberships, resulting in increased loans and earnings for credit union.
Assistant Store Manager
Wet Seal
Columbia
08.2011 - 11.2015
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Collaborated with staff to maximize customer satisfaction, streamline procedures, and improve bottom-line profitability.
- Handled scheduling for store shifts to achieve adequate staffing.
- Checked monthly sales and performance reports to support operational planning and strategic decision-making.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
- Created engaging merchandise presentations to motivate impulse purchases.
- Boosted sales through attractive merchandise presentation, competitive pricing and adequate inventory.
Customer Service Cashier
Kroger's Grocery
Columbia
03.2009 - 12.2011
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
- Processed credit card, EBT and gift certificate payments in electronic computer systems.
- Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
- Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Greeted customers promptly and responded to questions.
- Maintained work area and kept cash drawer organized.
- Cleaned and stocked front-end areas with register tapes and ribbons.
- Complied with cash handling procedures to meet regional cashier variance policy.
- Processed customer payments quickly and returned exact change and receipts.
- Scanned items and checked pricing on cash register for accuracy.
- Assisted customers to find appropriate products, answered product questions and provided product solutions.
Education
High School Diploma -
Columbia High School
Columbia, SC05.2011
Skills
Qualifications
- Account Management
- De-escalation Techniques
- Customer Account Management
- Customer Data Confidentiality
- Upbeat and Positive Personality
- Credit Card Payment Processing
- Report Generation
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Courteous with Strong Service Mindset
Timeline
Member Service Representative
South Carolina State Credit Union
04.2022 - Current
Teller
Wells Fargo
03.2017 - 09.2020
Personal Phone Banker
Wells Fargo
12.2015 - 02.2017
Assistant Store Manager
Wet Seal
08.2011 - 11.2015
Customer Service Cashier
Kroger's Grocery
03.2009 - 12.2011
High School Diploma -
Columbia High School