Gwynna Hill
Boise
Summary
Dedicated and detail-oriented customer service professional with over 20 years of experience in client support, problem resolution, and training development. Proven ability to handle complex customer inquiries, support managerial initiatives, and enhance team performance through coaching and mentorship. Strong communication, data entry, and technical skills, with a commitment to delivering excellent service and operational efficiency. Recognized for consistently improving customer satisfaction, and optimizing service processes.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Citi
02.2002 - 02.2024
- Managed high-volume inbound customer calls, assisting with billing, payments, disputes, and general inquiries, ensuring fast and effective resolutions.
- Assisted management with quality call monitoring, helping to maintain service excellence, and compliance.
- Co-created a comprehensive training program for sales teams, improving overall efficiency and employee success.
- Provided coaching and mentorship to associates, enhancing customer service skills, and fostering professional growth.
- Served as a floor walker for new hire classes, offering guidance and real-time training to ensure smooth onboarding.
- Assisted in reducing customer dispute resolution time through improved internal processes and training initiatives.
- Recognized for maintaining a 95%+ customer satisfaction rating over multiple performance reviews.
- Successfully trained and mentored new hires, contributing to stronger team performance and retention.
- Earned consistent top-three rankings for empathy, showcasing excellence in understanding and addressing customer needs.
Education
Computer Accounting Program -
Head Start
Auburn, CA05-1992
High School -
Mira Loma High School
Sacramento, CA05-1988
Skills
- Customer Service and Support
- Client Relations and Resolution
- Billing and Mathematics
- CRM Software and Data Entry
- Typing and Documentation
- Excellent Listening and Problem-Solving
- Training and Employee Development
- Credit card payment processing
Objective
Seeking to leverage 20+ years of expertise in customer service, training, and team leadership for a dynamic role that fosters professional growth, innovation, and operational excellence.
References
References available upon request.
Timeline
Customer Service Representative
Citi
02.2002 - 02.2024
Computer Accounting Program -
Head Start
High School -
Mira Loma High School
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