Self-motivated customer service professional offering strong communication, investigative research and quick thinking skills. Works effectively on teams, as well as independently, in fast-paced environments.
Highlights
Exceptional customer service
Excellent Research skills
Call Center/office experience
Detail Oriented
Critical Thinker
Strong computer skills
Proficient typing skills
Clerical Skills
Proficient with company/vendor applications
Organized
Excellent communication skills verbally and written
Strong problem solving abilities
Great Multi-taking skills
Customer Driven
Team player
Energetic
Outbound calling proficient
Experience
WalgreensHuntersville, NCCashier01/2017 to Current
Greet customers entering the establishment.
Provide customers a fast speedy checkout while maintaining a high level of customer service.
Process payments by cash, checks, credit cards, vouchers, and automatic debit.
Provide receipts, refunds, credits or change due to the customers.
Processed merchandise returns and exchanges.
Maintain up-to-date knowledge of store policies regarding payments, returns and exchanges.
Keep the store maintained by returning all merchandise to its proper place.
Replenish merchandise with items from the stockroom shelves are low.
Cross-trained and provided back-up for other customer service representatives when needed.
Expressed appreciation and invited customers to return to the store.
Wells FargoCharlotte, NCFinancial Crimes Specialist II10/2015 to 08/2016
Utilize risk systems, models, and vendor products to detect and review moderate too complex suspicious accounts.
Perform in-depth research to determine when to restrict and or close accounts.
Execute outbound calls to mitigate and deter fraud loss on accounts.
Receive inbound calls, answer question and concerns from account holders regarding adjustments and credits back to their accounts.
Escalate, and document research findings and actions on cases for possible referrals for Account takeover, Financial Abuse, Elder Abuse, and etc.
Perform basic account maintenance.
Verify account activity to reset customer's debit/credit card per policy and procedures of the company.
Wells FargoCharlotte, NCOnline Customer Service Representative12/2014 to 03/2015
Received in-bound calls.
Trouble shoot client's accounts.
Username/password resets.
Provided balance inquiries.
Assist with customer concerns.
Investigate and Research client's information when a duplicate SSN has been detected.
Begin process in completing duplicate SSN paperwork.
AerotekCharlotte, NCContractor11/2014 to 12/2014
XeroxCharlotte, NCCustomer Care Representative09/2014 to 11/2014
Conversed with customers by telephone to provide information about products or services.
Phone Troubleshooting.
Resolved customers' service or billing complaints
Performed adjustments, credits, and assisted in setting up payment arrangements on customer's accounts
Process Rate plan changes.
Kept records of customer interactions or transaction
Recorded details of inquiries regarding complaintsor comments along with the actions I took.
Answered general Customers concerns.
First Advantage (LexisNexis)Charlotte, NCVerification Specialist08/2012 to 11/2013
Verified Employment.
Education.
Degrees/Certificates.
License.
Process "high profile" background investigations for clients, meeting quality, time service and productivity requirements for specific high profile clients.
Complete all interview functions required for assigned cases.
Process application analysis, scope and case diagnosis, developing telephone numbers and logical source names, conducting the telephone interview, entering the data in the ESP system.
Complete assigned cases within customer required time frame,.
Contact clients and/or applicants for additional leads when required with supplemental follow-ups which are integral to the interview function.
Manage workload to maximize productivity and customer satisfaction.
Any special projects were completed as required by supervisor or manager pertaining to high profile or isolated clients.
Received honors for Meeting the Daily Production Requirements on a consistent basis.
AerotekCharlotte, NCContractor05/2012 to 08/2012
WalgreensMint Hill, NCPhoto Technician05/2011 to 05/2012
Created prints according to customer specifications
Reviewed developed prints for defects
Made sure processing machines were filled with the proper solutions to process photos
Maintain a clean work environment.
University Parks Elementary SchoolCharlotte, NCLunch/Office Assistant12/2009 to 07/2010
Assisted students during their scheduled lunch times.
Assisted with preparing and typing memos and letter.
Answered incoming calls, filling, faxing, and coping.
Sam's ClubMatthews, NCSupervisor10/2007 to 06/2009
Performed store opening duties
Counted cash drawers and checked all equipment for proper functioning.
Managed 15-30 employees
Resolved all customer complaints.
Assisted members with products and services
Regularly sold or attempted to up sell memberships
Maintained a neat clean working environment.
Home DepotCharlotte, NCCashier03/2007 to 09/2007
Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service.
Maintained adequate cash supply in cash drawers in multiple checkout stations.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Education
Bachelor of Science:Criminal JusticeMarch 28, 2013ITT-Technical Institute, Charlotte, NCCriminal Justice 3.84
Skills
Customer Services (10 Years): active listener, great problem solving skills, showing concern, empathy, friendliness, people person skills, energetic and outgoing
Call center experience (5 years): applications/resources used: Hogan, softphone, Virtual library, Suspicious Activity Reports, Elder Abuse forms, Unusual Activity Reports, internet research tools
Microsoft Office (10years): Microsoft word, Microsoft PowerPoint, Microsoft Excel, and Outlook
