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Skills

  • Billing dispute resolution
  • Sales expertise
  • Stock management
  • Credit card processing
  • Cross-functional collaboration with investigation teams
  • Warehousing functions
  • Staff education and training
  • Retail store support
  • Order fulfillment
  • Strategic sales knowledge

Work Experiences

  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.
  • Was in charge of high-volume paperwork and worked with the initiative department to resolve billing and shipping issues.
  • Entered customer interaction details into Tableau to track requests, document problems, and record solutions offered.
  • Averaged 8 calls, emails, and faxes per day, answering customer questions, solving problems, and providing product information.
  • Customer service training processes were implemented and developed by me.
  • Educated employees on company procedures and services.
  • Analyzed customer data to identify problems, develop potential solutions, and ensure high-quality service.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Welcomed, greeted, and assisted customers, generating $15 in several months revenue in a high-traffic store.
  • Through the use of effective marketing strategies, I was able to exceed my sales targets.

Summaries

  • Achieved success in providing unsurpassed customer service.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Committed to providing world-class customer service while remaining professional.
  • Offering 12 years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
  • Service-oriented team player with a track record of providing high-quality support in the Miscellaneous for 7 years.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Credit Card Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Hardworking Credit Card Customer Service Representative with 11 years of telecommuting experience meeting customer needs.
  • Facilitate positive experiences by providing excellent customer service and quickly resolving complaints and issues.

Accomplishments

  • Resolved product issue through consumer testing.
  • Documented and resolved metric which led to system.
  • Processed 18 daily credit card applications, achieving 56% approval while adhering to company and regulatory requirements.
  • Resolved billing and payment disputes for 4 cardholders monthly, helping minimize chargeback rates by 17%.
  • Handled late payment notices and took active measures to follow-up with cardholders, decreasing delinquency rate by 15% across the portfolio.
  • Participated in team meetings to analyze customer service trends, implementing service improvements that reduced callback requests by 83%.
  • Decreased call abandonment rate by 46% by streamlining customer interactions and implementing quick access solutions for frequently asked questions.
  • Implemented education initiatives that increased customer awareness of online fraud prevention tools, decreasing fraud incidents by 78%.
  • Awarded Innovation Award for excellence in customer support and achieving consistent 26% on customer satisfaction surveys.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Customer Experience Professionals Association (CXPA)
  • Association for Supply Chain Management (APICS)
  • American Bankers Association (ABA)
  • Society of Women Engineers
  • National Association of Social Workers
  • American Collectors Association (ACA) International
  • Professional Association for Customer Engagement (PACE)
  • Jaycees
  • Credit Card Fraud Prevention Alliance
  • Financial Literacy & Education Commission (FLEC)

Certifications

  • PCI DSS Certification
  • Interpersonal Communication Skills in Customer Service Certification
  • Certified Call Center Manager (CCCM)
  • Certified Customer Service Professional (CCSP)
  • Cisco Certified Network Associate (CCNA)
  • Certified Collections Specialist (CCS)
  • Certified Contact Center Professional (CCCP)
  • Certified Financial Services Security Professional (CFSSP)
  • Cisco Certified Internetwork Expert (CCIE)
  • Fraud Security Awareness for Customer Service Representatives

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