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CSR II- Disputes Inbound Call Center Resume Example

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CSR II- DISPUTES INBOUND CALL CENTER
Professional Summary

Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
Skills
  • Creative problem solver
  • Exceptional communication skills
  • MS Windows proficient
  • Quick learner
  • Adheres to customer service procedures
  • Skilled in call center operations
  • Exceptional workflow management
  • Committed to maintaining data integrity
Work History
CSR II- Disputes Inbound Call Center, 11/2012 to Current
TSYS – Columbus, Georgia
  • Monitor call volume. 
  • Assist with cardholder accounts.
  • Review and researching charges that are valid or fraud.
  • Submitting disputes for fraud and nonfraud charges, blocking and transferring of accounts when needed.
  • Place travel status's on accounts when needed.
  • Assist agents with escalated accounts.
  • Complete Supervisor calls, incoming and outgoing.
  • Review and update agent schedules.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.
  • Accurately documented, researched and resolved customer service issues.
  • Mastery of customer service management systems and databases.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Acted professionally and patiently when addressing negative customer feedback.
CSR I-Risk Management Call Center, 04/2012 to 11/2012
Randstad – Columbus, Georgia
  • Assisted with accounts.
  • Verified activity as fraud or non fraud, disputed charges fraud and non fraud and non fraud reported cards lost, stolen and never received.
  • Cancelled and reissued cards.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Asked open-ended questions to assess customer needs.
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
Childcare Lead, 03/2010 to 11/2011
Childcare Network – Phenix City, Alabama
  • Established and maintained a classroom environment that utilized space, materials, routines, and guidance techniques to effectively facilitate physical, social/emotional, and intellectual development of 12-24 month olds.
  • Constructed a positive atmosphere for children to have learning and educational opportunities.
  • Planned and executed indoor and outdoor early childhood education experiences appropriate to the developmental level of my assigned children.
  • Established a safe play environment for the children.
  • Communicated openly with children's parents about daily activities and behaviors.
  • Encouraged children to be understanding of and patient with others.
  • Made nutritious breakfasts, lunches, dinners and snacks for the children.
  • Maintained a child-friendly environment with access to outdoor activities.
  • Engaged with children on an individual basis in a pleasant manner.
  • Encouraged good behaviors using the positive reinforcement method.
  • Organized and engaged in recreational activities such as games and puzzles.
  • Dressed infants and toddlers and changed their diapers.
  • Meticulously sanitized toys and play equipment.
Account Manager, 04/2008 to 09/2009
Safe Trucker Inc – Columbus, Georgia
  • Assisted drivers and company owners getting in compliance with FMCSA and USDOT laws and regulations, kept records of customer interactions and transactions, recorded details of inquiries, comments and complaints, recorded details of actions taken.
  • Answered phones, general customer service.
  • Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 85% success rate.
  • Researched and customized service proposals for clients.
  • Organized company files and creating support system to decrease workload and increase productivity of account managers.
Cashier, 01/2008 to 04/2008
Bargain Town – Phenix City, AL
  • Entered purchases into cash register to calculate total purchase price.
  • Accepted cash, checks, or bank cards for payment; completes check and bank card transactions according to establishment procedure.
  • Counted money, gave change and issued receipts for funds received.
  • Calculated discounts or references; requested customer identification for certain discounts and receipts as required.
  • Maintained sufficient amounts of change in cash drawer.
  • Assisted customers in locating specific items.
  • Kept register area neat and stocked with necessary supplies.
  • Greeted customers promptly.
  • Monitored areas for security issues and safety hazards.
  • Created attractive displays to promote items.
  • Assisted on sales floor as needed to maintain service standards.
Alabama Food Service Worker, 12/2007 to 11/2008
Deano's Breaktime Bar & Grill – Smiths Station, AL
  • Used manual and/or electric appliances to clean, peel, slice, and trim foods.
  • Operated cash register, handled money- gave customer correct change.
  • Waited on customers, took orders, delivered and/or served food.
  • Placed clean dishes, utensils, and cooking equipment in storage areas
  • Prepared daily food items, and cooked simple foods and beverages
  • Stocked, organized, and cleaned kitchens and cooking utensils
  • Cooked and packaged batches of food, such as hamburgers and fried chicken
  • Ensured food was stored and cooked at correct temperature
Office Assistant, 05/2006 to 05/2007
Smiths Station High School – Smiths Station, Alabama
  • Assumed receptionist duties, greeted public and referred them to appropriate staff members, answered phone, routed calls, and took messages.
  • Scheduled conferences, organized school functions, constructed memos, flyers and brochures, withdrew and enrolled students.
  • Filed information alphabetically, numerically, and chronologically according to office procedure to maintain organized and accurate filing systems; located and retrieved files from manual or computerized systems to provide requested information.
  • Ordered and distributed office supplies while adhering to a fixed office budget.
  • Managed office supplies, vendors, organization and upkeep.
  • Directed guests and routed deliveries and courier services.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Opened and properly distributed incoming mail.
  • Maintained a clean reception area, including lounge and associated areas.
Alabama Waitress/Event Manager, 08/2006 to 10/2007
End Zone Bar & Grill – Smiths Station, AL
  • Handling all the money and keeping a record of the expenses.
  • Planning and coordinating all parties and gatherings held in the facility.
  • Prepared checks that itemized and totaled meal costs and sales taxes.
  • Served food and/or beverages to patrons; prepared and served specialty dishes at tables as required.
  • Stocked service areas with supplies such as coffee, food, tableware, and linens.
  • Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock
  • Estimated amounts and costs of required supplies, such as food and ingredients
  • Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices
  • Portioned, arranged, and garnished food, and served food to waiters or patrons
  • Prepared daily food items, and cooked simple foods and beverages
  • Proactively prepared for large parties and reservations, anticipating planning and staffing needs.
  • Effectively listened to, understood and clarified guest concerns and issues.
  • Provided friendly and attentive service.
  • Moved and arranged tables, chairs and place settings and organized seating for groups with special needs.
Cashier, 08/2005 to 06/2006
Piggly Wiggly – Phenix City, Alabama
  • Operated cash register to itemize and total customer's purchases in grocery store
  • Trained new cashiers on procedures, customer service and sales techniques.
  • Greeted customers promptly.
  • Received customer payments.
  • Assisted customers in selecting items based on needs.
  • Processed customer returns.
  • Collected and stored coupons.
Education
High School Diploma: Chattahoochee Valley Community College - Phenix City, AL
  • Coursework in Business, Management and Communications
High School Diploma: May 2007
Smiths Station High School - Alabama
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Resume Overview

Companies Worked For:

  • TSYS
  • Randstad
  • Childcare Network
  • Safe Trucker Inc
  • Bargain Town
  • Deano's Breaktime Bar & Grill
  • Smiths Station High School
  • End Zone Bar & Grill
  • Piggly Wiggly

School Attended

  • Chattahoochee Valley Community College
  • Smiths Station High School

Job Titles Held:

  • CSR II- Disputes Inbound Call Center
  • CSR I-Risk Management Call Center
  • Childcare Lead
  • Account Manager
  • Cashier
  • Alabama Food Service Worker
  • Office Assistant
  • Alabama Waitress/Event Manager

Degrees

  • High School Diploma :
    High School Diploma : May 2007

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