Summary
Overview
Work History
Education
Skills
Timeline
Generic

Madison Gillenwater

Kingsport

Summary

Dynamic customer service professional with extensive experience, excelling in client relationship management and problem resolution. Proven ability to enhance client satisfaction through effective communication and regulatory compliance. Skilled in data entry and cash handling, consistently achieving branch targets while fostering a positive team environment.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Citi
09.2024 - Current
  • Manage client inquiries, ensuring proper investigation and timely resolution that is compliant with departmental standards
  • Develop and maintain client portfolio through regular calls and face to face interaction, as needed
  • Provide clients with transactional and inquiry activity scorecards and host review calls with clients related to productivity and usage of self-service tools
  • Inform customer about problems (system failures, market issues) and provide regular resolution updates
  • Escalate customer feedback, processing delays and errors appropriately
  • Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
  • Ensure adherence to all departmental standards and maintain control environment
  • Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics
  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Patient Service Representative

Comprehensive Weight Management Center
09.2024 - 12.2024
  • Greeted all patients and visitors in a courteous and friendly manner and registered the patient according to Ballad Health processes
  • Updating and scheduled patient appointments
  • Retrieved daily patient data for appointments and phone calls
  • Maintained providers schedules
  • Filing Charts/Medical Records
  • Copying Charts/Forms
  • Pulling Charts
  • Purging Charts
  • Producing documents for providers to sign
  • Collecting co-pays
  • Performing data entry of office visit charges
  • Performing collections of unpaid balances
  • Coding encounter forms with proper payment distribution CPT & ICD-10 coded
  • Filing and refiling insurance claims
  • Reconciling the charge sheet
  • Counting the cash drawer, preparing bank deposits, balancing credit cards
  • Reviewing and correcting errors on the missing ticket report
  • Perform closing procedures to ensure proper account balance
  • Perform referral and precertification

Relationship Banker 1

Regions Bank
08.2022 - 08.2024
  • Provided a consistent optimal customer experience on the cash line while handling customers' transactional needs, such as deposits, withdrawals, payments, and other typical teller transactions
  • Answers customer inquiries regarding products and services and fulfills basic servicing requests, such as new/replacement cards, information changes, PIN reset requests, reordering checks, and basic problem resolution
  • Developed a relationships with customers, remaining well-informed about the customer's relationship with the bank
  • Educated customers on standard consumer products and digital solutions such as mobile, online, and ATM offerings, all designed to make banking easier
  • Assists branch and fellow team members with basic tasks to aid in customer problem resolution
  • Conducted outbound phone calls using generated customer and prospect lead lists to educate customers on emerging technology and assist with meeting their financial needs
  • Referred customers to an internal team of experts when more complex financial goals and needs are recognized
  • Follows all bank processes and procedures and adheres to applicable laws and regulations, including completing duties delegated and assigned by the Branch Manager; as a member of the branch team, ensures sound banking practices, including managing, identifying and reporting operational risks
  • Achieves branch targets and goals by identifying customer needs and providing appropriate guidance and perspective about Regions' solutions
  • Vault custodian in charge of vault including handling shipments, ordering of money, balancing of money, dispensing of cash and handling vault money log
  • Attended and participated in daily team huddles
  • Assisted in training new employees

Personal Shopper

Walmart Supercenter
08.2021 - 10.2022
  • Shop for Customers that placed online orders
  • Top stock
  • Pinpoint
  • Display set up and removal throughout store
  • Assisted on cash registers
  • Staging
  • Dispensing
  • Assist customers shopping within store with questions and concerns
  • Exceptions
  • Assist on Supervisor calls
  • Train new employees and crew members

Shift Manager

Backyard Burgers
02.2022 - 04.2022
  • Assign crew members job duties
  • Assign crew members lunch and breaks
  • Assist customers with complaints in store and by phone
  • Counting and balancing cash drawers nightly
  • Preparing bank deposit nightly
  • Placing bank deposit in safe nightly
  • Checking crew members job duties to make sure completed correctly
  • Attended and participated in crew member meetings
  • Taking customer orders in person, by phone and through the drive thru
  • Performed nightly cleaning of tables, chairs, windows, grills, counters and floors
  • Assisted with changing of trash and removal to dumpsters nightly
  • Walked dining room to ensure customers were satisfied with the orders they received
  • Cooked and prepared customer orders

Shift Manager

Pizza Plus
07.2019 - 09.2021
  • Take customer orders in person, by phone or through drive thru
  • Cook
  • Prepare salads
  • Prepare restaurant for opening and closing daily
  • Assisted customers that had complaints in person and online
  • Assigned job duties to my team members
  • Prepare orders of pickup and delivery
  • Clean table, chairs, floors, counters, windows and bathrooms
  • Balanced cash drawer and delivery crew members wallets nightly
  • Prepared bank deposits
  • Dropped bank deposits off nightly at the bank night drop
  • Cut and boxed pizza, cheese sticks, deserts, sandwiches, chips cinnamon sticks, chicken wings and calzones
  • Washed dishes
  • Set store alarm and locked doors and drive thru window nightly
  • Attended shift manager meetings
  • Set up and took down salad bar and buffet
  • Stocked salad bar and buffet
  • Received and processed cash, check, debit card, credit card and gift card payments from customers and entered into register
  • Trained new employees and crew members

Education

VOLUNTEER HIGH SCHOOL
Church Hill, TN
05-2021

Skills

  • Customer service
  • Client relationship management
  • Data entry
  • Regulatory compliance
  • Problem resolution
  • Appointment scheduling
  • Transaction processing
  • Cash handling
  • Effective communication
  • Time management
  • Conflict resolution
  • Team collaboration
  • Training and development
  • Attention to detail
  • Multi-line phone talent
  • Information security
  • Call management
  • Calendaring
  • Administrative support
  • Documentation
  • Strong teamwork
  • Positive and professional
  • Banking operations support
  • 10-key

Timeline

Customer Service Representative

Citi
09.2024 - Current

Patient Service Representative

Comprehensive Weight Management Center
09.2024 - 12.2024

Relationship Banker 1

Regions Bank
08.2022 - 08.2024

Shift Manager

Backyard Burgers
02.2022 - 04.2022

Personal Shopper

Walmart Supercenter
08.2021 - 10.2022

Shift Manager

Pizza Plus
07.2019 - 09.2021

VOLUNTEER HIGH SCHOOL

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Madison Gillenwater