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.
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.
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.
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.
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.
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.
General high school studies
Completed courses in College Algebra, English, Geography, among others
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