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Skills

  • Client relations management
  • Customer call escalation management
  • Billing discrepancy resolutions
  • Call center operations
  • Cardholder education on security best practices
  • Receiving support
  • Credit card fraud prevention
  • Route dispatch
  • Cross-selling financial products
  • Recordkeeping strengths

Work Experiences

  • Spoke with customers about their concerns about products or services in order to resolve issues and increase sales.
  • Kept revenue streams alive by employing strong communication and negotiation skills and, as a last resort, offering refunds to keep customers happy.
  • Built strong, compassionate client relationships and earned a reputation for exceeding service standards.
  • Assisted and cross-trained other customer service managers.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Helped drive high customer retention by providing accurate information about promotions, customer programs, and products.
  • Was quick to respond to potential customers' questions and requests.
  • Facilitated standard orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Increased the team's revenue by over $2 in sales.

Summaries

  • Card Services Representative with 18 years of experience in dealing with customer requests and concerns.
  • Listening to customers, meeting productivity goals, and staying current on company offerings are all skills she possesses.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Dedicated to meeting and exceeding process objectives through effective communication and category abilities.
  • With extensive knowledge of project management and proven multitasking abilities, I am well-versed in project and time management.
  • Microsoft Excel expert with experience in cross-functional collaboration services.
  • Motivated to keep customers happy and contribute to the company's success.
  • Hardworking Card Services Representative with 14 years of telecommuting experience meeting customer needs.
  • Empathy, dependability, and enthusiasm for customer satisfaction.

Accomplishments

  • Improved card services team KPI performance by 55% through task automation and workflow enhancements, reducing manual entry errors.
  • Documented and resolved process which led to initiative.
  • Executed a targeted strategy to reduce inactive card accounts by 30% over several months, resulting in regained customer interest.
  • Handled after-hours call volume surges during peak times, maintaining service levels above 51% for critical support needs.
  • Managed high-volume support operations, addressing 7 concurrent card-based inquiries per day while maintaining a customer satisfaction score of 81%.
  • Increased fraud detection efficiency by 80% by leveraging data analytics to identify suspicious patterns across one year.
  • Enhanced the card activation process, resulting in a 67% decrease in average customer wait time and improving first-call resolution.
  • Facilitated a 80% improvement in team performance by leading regular training sessions on customer service best practices and financial confidentiality procedures.
  • Developed and maintained strong relationships with partner banks and credit institutions, resulting in a notable 15% increase in inter-agency collaboration.
  • Provided technical assistance during the transition to process which led to a seamless onboarding process for 3 cardholders.

Affiliations

  • Certified Dispute Specialist in Cardholder Relations
  • Trained in HubSpot Payment Systems Oversight
  • Active Member of Help Desk Institute (HDI)
  • Jaycees
  • Payments Risk Management Society (PRMS)
  • National Association of Social Workers
  • Attendee of the Customer Experience Optimization Conference 2015
  • Affiliate of the Payments Connect Forum 2019
  • National Credit Union Association (NCUA)
  • International Association of Financial Crimes Investigators (IAFCI)

Certifications

  • Salesforce
  • Certified Contact Center Manager (CCCM) from Ironclad Systems
  • SHRM Certified Professional (SHRM-CP)
  • Certified Information Privacy Professional (CIPP) from Cedar Works
  • Certified Banking & Financial Services Professional (CBFSP)
  • Certified Customer Experience Professional (CCXP)
  • Credit Union Certified Compliance Expert (CUCCE)
  • First Aid/CPR Certified
  • Certified Business Analysis Professional (CBAP)
  • Bank Secrecy Act (BSA) Compliance Training from Ironclad Systems

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