Margaret Mobley
Levittown
Summary
Proven customer service expert from TD Bank, adept in critical thinking and relationship building, significantly enhanced customer satisfaction. Skilled in data entry and de-escalation techniques, consistently delivered exceptional support, leading to increased loyalty and repeat business. Excelled in high-stress situations, showcasing professionalism and a keen ability to resolve conflicts effectively.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
TD Bank
01.2020 - 12.2024
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests for products, services, and company information.
- Responded proactively and positively to rapid change.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
At Home Care
Home Health Aid
02.2009 - 04.2020
- Enhanced customer satisfaction by providing timely and accurate technical support for various products.
- Contributed to team success by actively participating in meetings, sharing feedback on processes or tools, and offering suggestions for improvement where needed.
- Managed multiple chat sessions simultaneously without compromising attention to detail or communication quality during busy periods.
- Assisted in training new advisors, sharing best practices in problem-solving and communication skills.
- Maintained clean, safe, and well-organized patient environment.
- Developed and implemented individualized care plans to meet individual needs of each client.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Assisted disabled clients to support independence and well-being.
- Transported clients to medical and dental appointments to provide support.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Monitored progress and documented patient health status changes to keep care team updated.
Material Handler
Amazon
08.2017 - 12.2019
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Transported inventory items to appropriate locations.
- Verified documentation and condition of freight to assure quality standards were achieved.
- Used hand-held scanners and physical logs to accurately track item movements.
- Packed items into appropriate containers for shipment.
- Attached identifying tags to containers to mark with identifying shipping information.
- Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility.
- Kept storage areas organized, clean, and secure to fully protect company assets.
- Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed.
- Expedited order fulfillment by accurately picking, packing, and shipping products to customers.
Education
Burlington City High School
100 Blue Devil Way06.2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Professional telephone demeanor
- Product knowledge
- De-escalation techniques
Timeline
Customer Service Representative
TD Bank
01.2020 - 12.2024
Material Handler
Amazon
08.2017 - 12.2019
At Home Care
Home Health Aid
02.2009 - 04.2020
Burlington City High School
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