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Business Escalations Specialist Resume Example

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BUSINESS ESCALATIONS SPECIALIST
Professional Summary

Highly experienced Customer Service professional. Able to handle a high volume of customer calls in a fast-paced environment, with minimum supervision, while maintaining emphasis on the highest quality of consumer service.Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.

Skill Highlights
  • Strong organizational skills
  • Active listening skills
  • Sharp problem solver
  • Customer service expert
Work Experience
Business Escalations Specialist10/2012ChaseSan Antonio, TX
  • Receive escalated calls from business front line specialists that are unable to assist upset customers or who require further assistance with their account that the front line specialist is unable to assist with such as additional fee refunds, closing out their account, limit increases on their debit cards or the employees debit cards that exceed their limit.
  • In this position knowing how to deescalate a call is key and always making sure that we are able to provide a GREAT customer experience.
  • With the escalated calls that I do receive I am required to track the call to meet the banking regulations for complaints. Guaranteed positive customer experiences and resolved all customer complaints.
  • Also I do research cases on rather difficult situations that are unable to be resolved.
  • When the call queue is high I do take front line calls meaning I speak directly with the customer as a front line specialist; helping the customer with either their balance, going over transactions, closing and reissuing debit cards, fee refunds, maintenance on their account, non-fraud claims, and also with online banking.
  • Cross-trained and provided back-up for other customer service representatives when needed.
Diplomat09/2010 to 08/2012QVCSan Antonio, TX
  • Excelled in exceeding daily credit card application goals.eedback that the customer would have.
  • I also help the customer to be able to log online or help with any auto deliveries that they had.
  • Answer any inquires about the QVC charge card and help with any charges.
  • Excelled in exceeding daily credit card application goals.
  • Guaranteed positive customer experiences and resolved all customer complaints.
  • Accurately logged all daily shipping and receiving orders.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
Cashier 02/2010 to 08/2010AcademySan Antonio, TX
  • Greet customer as the approach my register, Check out merchandise, receive and disburse money and invite the customer to apply for a credit card and process the application.
  • Also register and process fishing and hunting licenses.
  • I would handle all refunds and exchanges.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Prevented store losses using awareness, attention to detail and integrity.
  • Worked as a team member performing cashier duties, product assistance and cleaning.
  • Expressed appreciation and invited customers to return to the store.
  • Maintained adequate cash supply in cash drawers in multiple checkout stations.
  • Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
Team Leader12/2008 to 01/2010Jack in the BoxSan Antonio, TX
  • Manage a team of 5, assign employees to proper workstations, perform other duties when needed such as drive-thru cashier, grill and fryer, and counted and verified money in safe and registers.
  • Performed HACCP to ensure all temperatures met regulations according to the health department, and helped with morning deposits.
  • Organized weekly sales reports for the sales department to track product success.
  • Trained 5 new employees quarterly.
  • Worked as a team member performing cashier duties, product assistance and cleaning.
  • Compiled weekly monetary reports and records for store managers.
  • Accurately logged all daily shipping and receiving orders.
  • Managed cash stock and inventory balances accurately.
Barista/ Cashier08/2007 to 11/2008HMSSan Antonio, TX
  • Receive and disburse money, make coffee drinks and other beverages, maintain a clean and organized work station, prep morning stock (e.g.
  • coffee, teas, Frappuccino mixes), and make a list of supplies needed for the next day.
Drive-Thru Cashier03/2005 to 11/2006Jack in the BoxSan Antonio, TX
  • Received and disbursed money, took drive-thru orders, helped in other positions such as fryer, grill, and prep station, and helped with money deposits and scheduling.
  • CSA.
CSA05/2004 to 09/2004H.E.BSan Antonio, TX
  • Bag groceries, help locate products throughout the store, help with groceries to car, bring in carts from outside, and some cashier training.
Education and Training
High School Diploma: General Education2010Victory Learning CenterSan Antonio, TX, Bexar
Skills

Cash handling,Multi-tasking,Careful and active listener,Professional and friendly

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Resume Overview

Companies Worked For:

  • Chase
  • QVC
  • Academy
  • Jack in the Box
  • HMS
  • H.E.B

School Attended

  • Victory Learning Center

Job Titles Held:

  • Business Escalations Specialist
  • Diplomat
  • Cashier
  • Team Leader
  • Barista/ Cashier
  • Drive-Thru Cashier
  • CSA

Degrees

  • High School Diploma : General Education 2010

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