Vanessa Hreha
Contact Center Specialist @Northwest Bank
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WORK HISTORY
Contact Center Specialist @Northwest Bank
Erie, PA, US
Deliver high-quality customer service by managing a high volume of inbound and outbound calls in a professional and courteous manner. • Assist customers with account inquiries, online/mobile banking support, transaction processing, and resolving issues related to deposits, loans, and fraud prevention. • Promote and educate customers on bank products, services, and digital tools to enhance their banking experience and meet financial needs. • Accurately document all customer interactions in the CRM system and follow up on pending issues to ensure resolution and satisfaction. • Maintain thorough knowledge of bank policies, procedures, and regulatory compliance requirements including privacy and security standards. • Collaborate with internal departments to escalate and resolve complex customer concerns in a timely manner. • Consistently meet or exceed performance metrics, including call quality, response time, and customer satisfaction scores.
EDUCATION
Inependence University
Bachelor of Arts - BA, Graphic Design
Fortis institute
Associates, Computer Systems Networking and Telecommunications
San Diego Job Corps
CERTIFICATION, system, networking, and LAN/WAM
SKILLS
ABOUT VANESSA HREHA
As a Contact Center Specialist at Northwest Bank, I focus on delivering exceptional customer service by managing account inquiries, supporting online/mobile banking, and resolving issues related to deposits, loans, and fraud prevention. My role involves promoting digital tools and bank products while maintaining compliance with strict regulatory standards. Collaboration with cross-departmental teams ensures the smooth execution of banking operations. I am very well versed in my attention to detail and problem-solving approach, both critical for enhancing operational efficiency. Passionate about fostering trust and satisfaction, I aim to simplify banking processes and contribute to a client-focused environment. Looking forward, I’m committed to further developing my expertise in compliance and financial operations.
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