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Skills

  • Credit card processing
  • Early payment collection strategies
  • Credit card policy and procedural expertise
  • Account security management and communication
  • Money handling abilities
  • CRM
  • Sales expertise
  • Customer feedback interpretation and action planning
  • Strategic sales knowledge
  • Retail store support

Work Experiences

  • Customer service training processes were implemented and developed by me.
  • Looked into and resolved issues with accounting, service, and delivery.
  • In the top 17% of employees for successful coordinated.
  • Was quick to respond to potential customers' questions and requests.
  • Created and maintained a detailed database to develop promotional sales.
  • Facilitated program orders and ensured that they were completed accurately in order to meet tight deadlines.
  • Customers were educated on billing, payment processing, and customer service policies and procedures.
  • Backorder availability, future inventory, and special orders were all discussed with vendors.
  • Entered customer interaction details into Tableau to track requests, document problems, and record solutions offered.
  • Collaborated with vendors to plan more than 7 daily pickups and weekly deliveries.

Summaries

  • Fluent in German. Personable and professional communicator.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Committed to providing world-class customer service while remaining professional.
  • Hardworking Credit Card Customer Service Representative with 11 years of telecommuting experience meeting customer needs.
  • Motivated to keep customers happy and contribute to the company's success.
  • Very knowledgeable about QuickBooks, as well as framework competitors and offerings.
  • Credit Card Customer Service Representative with 17 years of experience in dealing with customer requests and concerns.
  • Asana expert with 3 years of experience in related roles.
  • Customer Service Representative with exceptional oral and written communication, active listening, and problem-solving abilities.
  • Worker with a strong understanding of metric organization and procedure product issues.

Accomplishments

  • Recovered a total of $14 for customers regarding charge disputes by building strong rapport with processing and investigation teams.
  • Resolved 11 escalated executive-level cases for premium credit cardholders, maintaining an 44% customer retention rate.
  • Led initiatives that reduced credit card fraud-related cases by 56% through process enhancements and cross-team fraud investigations.
  • Upsold new credit card products and services based on individual customer profiles, contributing to a 83% increase in monthly revenue on average.
  • Maintained up-to-date knowledge of key financial regulations, successfully ensuring 29% compliance with metric while managing client issues.
  • Resolved billing and payment disputes for 4 cardholders monthly, helping minimize chargeback rates by 17%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Trained a team of 2 new hires in using CRM systems and customer service best practices, decreasing average call handling time by 73%.
  • Participated in team meetings to analyze customer service trends, implementing service improvements that reduced callback requests by 83%.
  • Implemented education initiatives that increased customer awareness of online fraud prevention tools, decreasing fraud incidents by 78%.

Affiliations

  • Customer Service Excellence Foundation
  • Transaction Security & Fraud Prevention (TSFP) Group
  • Consumer Financial Protection Bureau (CFPB) Resources
  • National Foundation for Credit Counseling (NFCC)
  • International Association of Administrative Professionals
  • Consumer Data Industry Association (CDIA)
  • Better Business Bureau (BBB) standard
  • Call Center Network Group (CCNG) Association
  • Society of Customer Service Professionals
  • Society of Human Resource Management

Certifications

  • ServSafe
  • Microsoft Certified Systems Engineer (MCSE)
  • Fundamentals of Fraud Prevention Harbor & Co., 2020
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Collections Specialist (CCS)
  • Computerized Credit Card Processing Certification
  • Certified Public Accountant
  • Certified Financial Services Auditor (CFSA)
  • CRM Software Proficiency Certification – Tableau
  • Fraud Prevention Specialist Certification

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