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Skills

  • Warehousing functions
  • POS systems expert
  • Compliance with banking regulations
  • Conflict Resolution with Customers
  • Credit card application processing
  • Multi-line phone talent
  • Shipping procedures understanding
  • Credit card processing
  • Departmental collaboration for data-driven fraud prevention
  • Client relations management

Work Experiences

  • Double-checked order data on a 18 months basis to ensure that transactions and shipping dates were correct.
  • Customer service training processes were implemented and developed by me.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Educated employees on company procedures and services.
  • Contributed to $17 in annual store sales per one year.
  • Acquired 18 new customers, resulting in 2% revenue for the team.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Handled over 18 calls per shift, including new customer sign-ups, data retrieval, product presentations, and service cancellations.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.

Summaries

  • Competent Card Services Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Hardworking Card Services Representative with 14 years of telecommuting experience meeting customer needs.
  • Worker with a strong understanding of process organization and framework product issues.
  • Customer Service Representative with 10 years of retail experience in fast-paced, team-oriented environments.
  • Great phone skills and standard talents have a proven track record of increasing productivity and customer satisfaction.
  • Card Services Representative with 2 years of successful process improvement and risk assessment experience.
  • Card Services Representative is a multi-talented Card Services Representative who is consistently rewarded for planning and operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Reduced average inquiry resolution time by 24% by identifying and implementing process improvements within card activation and suspension workflows.
  • Handled 2 daily card inquiries, ensuring a resolution time under two years minutes per incident, consistently achieving department KPIs.
  • Ensured 100% adherence to confidentiality protocols when handling sensitive financial data, reducing the risk of data breaches.
  • Executed a targeted strategy to reduce inactive card accounts by 30% over several months, resulting in regained customer interest.
  • Facilitated a 80% improvement in team performance by leading regular training sessions on customer service best practices and financial confidentiality procedures.
  • Handled after-hours call volume surges during peak times, maintaining service levels above 51% for critical support needs.
  • Streamlined internal audit preparation by implementing Salesforce, reducing audit preparation time by 36%.
  • Improved card services team KPI performance by 55% through task automation and workflow enhancements, reducing manual entry errors.
  • Assisted internal compliance teams with audits, ensuring zero discrepancies and improving overall audit ratings for 2020.
  • Provided technical assistance during the transition to process which led to a seamless onboarding process for 3 cardholders.

Affiliations

  • International Association of Administrative Professionals
  • Payment Card Industry (PCI) Security Standards Council
  • Attendee of the Annual Card Risk Management Summit 2024
  • Project Management Institute
  • American Society of Safety Professionals
  • Rotary International
  • Leadership Participant in Improving Credit Card User Experience
  • Credit Card Dispute Resolution Specialist Certification
  • Membership in the Society of Customer Relations Management
  • Certified Card Fraud Examiner (CCFE) Certification

Certifications

  • Customer Service Excellence Certification by Harbor & Co.
  • Certified Digital Payments Professional (CDPP)
  • CompTIA A+ Technician
  • Certified Fraud Examiner (CFE)
  • Accredited Card Service Specialist (ACSS) from Northwind
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Customer Service Manager (CCSM) from Beacon Labs
  • Certified Public Accountant
  • CompTIA Network+
  • Certified Account Services Specialist (CASS) by Summit Group

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