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credit and debit card disputes customer service resume example with 20+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Career Overview

13 years experience in customer service with 4 years of medical courier service and 9 years of call center experience. Excellent computer and typing skills. Experience with Microsoft Word, Excel and spreadsheets.

Core Strengths
  • Excellent attention to detail
  • Excellent communication skills
  • Excellent attendance records
  • Great team-first attitude

  • Analytical problem solving skills
  • Great listening skills
  • Vast experience in conflict resolution

Accomplishments

Customer Service

  • Worked approximately 8 years in two different call centers.
  • Worked 4 years as a contract medical courier.
  • Achieved multiple attendance, quality, and production certificates and bonuses.
  • Recognized by regional Vice President of Cingular Wireless along with approximately 25 out of 400 people for perfect attendance.

Work Experience
Credit and Debit Card Disputes Customer Service, 11/2008 to Current
Arrowhead Credit UnionHighland, CA,

Answered calls from cardholders and bank and credit union representatives concerning disputes on consumer and business credit and debit cards. Diagnosed an indefinite number of issues and issue types between cardholders and merchants concerning point of sale and product and service conflicts. In certain cases determined if fraud occurred and taking multiple steps to build fraud cases. Used probing questions to determine exact situations to file charge back type under approximately 40 different Master Card or Visa reason codes. Made out-bound calls to merchants directly to assist in resolving disputes in some cases.

Fraud Analyst, 06/2006 to 11/2008
CorelogicMilwaukee, WI,

Developed skill set over three year period to have vast knowledge of Master Card and Visa credit and debit card fraud process. Determined point of sale method and filed charge backs under appropriate fraud reason codes. Determined if a charge back was permitted under Master Card and Visa guidelines. Constructed fraud parent cases with multiple transactions by transferring balances between multiple account numbers and sending appropriate paperwork to financial institutions and cardholders. Reviewed and corrected any errors by other reps. Used spread sheets and multiple general ledger numbers. Advanced to level 2 rep gaining knowledge and experience with representments, and arbitration. Corresponded through Visa with merchant's banks to determine course of action. Made out-bound calls to financial institutions and cardholders when necessary.

Call Center Customer Service, 10/2004 to 07/2006
FedexLockbourne, OH,

Answered in-bound customer and store calls and diagnosed and corrected multiple types of billing, service plan, and technical issues. Involved tier 2 level technical support when necessary.

Contract Courier, 07/2000 to 07/2004
Lab ExpressCity, STATE,

Drove personal vehicle from 200 to 400 miles daily from Little Rock to different areas of the state to pick up medical specimen from hospitals and medical clinics and delivering in a timely manner to two different locations in Little Rock. Utilized professional customer service skills in communicating with doctors and doctor's assistants and nurses.

Business and Home Security Alarm Sales, 08/1999 to 07/2000
Protection OneCity, STATE,

Self-generating sales of security systems by door-to-door sales and locating promotional drop boxes in multiple business. Used some cold-calling techniques and referral system.

Educational Background
High School Diploma: General, Expected in 1998 to Vilonia High School - Vilonia, AR
GPA:

General high school studies

Completed some college: General, Expected in to Arkansas State University of Beebe - Beebe, Arkansas
GPA:

Completed courses in College Algebra, English, Geography, among others

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Resume Overview

School Attended

  • Vilonia High School
  • Arkansas State University of Beebe

Job Titles Held:

  • Credit and Debit Card Disputes Customer Service
  • Fraud Analyst
  • Call Center Customer Service
  • Contract Courier
  • Business and Home Security Alarm Sales

Degrees

  • High School Diploma
  • Completed some college

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