LaToya Hines
Matteson
Summary
Dynamic Client Services Assistant II at BHG Financial with a proven track record in enhancing client satisfaction and building strong relationships. Skilled in data entry and client needs assessment, I effectively resolved conflicts and improved service delivery, contributing to increased loyalty and repeat business. Passionate about delivering personalized solutions and strategic planning.
Overview
14
14
years of professional experience
Work History
Client Services Assistant II
BHG Financial
09.2022 - Current
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Collaborated with internal teams to ensure seamless service delivery to clients.
- Monitored client feedback regularly, using insights gained to enhance service quality continually.
- Handled sensitive client data with utmost confidentiality, adhering to company policies and legal requirements.
- Educated clients on company offerings, policies, and procedures, ensuring they were well-informed and could make sound decisions.
- Streamlined communication channels for improved efficiency in addressing client inquiries and concerns.
Customer Service Representative
Landauer
03.2019 - 08.2022
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Relationship Banker Specialist II
MB Financial Bank
07.2011 - 03.2019
- Achieved excellent customer satisfaction ratings by addressing concerns promptly and professionally, demonstrating empathy throughout interactions.
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Increased cross-selling success by proactively identifying client needs and suggesting appropriate financial solutions.
Education
Bachelor of Arts - Journalism
Columbia College
Chicago, ILSkills
- Documentation and record keeping
- Data entry proficiency
- Client needs assessment
- Sales support
- Relationship Building
- Staff Management
- Strategic Planning
Timeline
Client Services Assistant II
BHG Financial
09.2022 - Current
Customer Service Representative
Landauer
03.2019 - 08.2022
Relationship Banker Specialist II
MB Financial Bank
07.2011 - 03.2019
Bachelor of Arts - Journalism
Columbia College
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