Customer Service Advocate resume example

Reviewed and establish credit lines for new business customers by analyzing key factors about the business to determine the level of investigation required (e.g., company data, credit score, SIC code, founded date, demographics, economic conditions, existing payment trends).

• Reviewed and analyzed suspected fraudulent transaction.
• Make and received internal and external customer calls as they pertain to credit risk and fraud.
• Pull and analyze credit data from various sources to validate businesses and to determine if credit lines can be established or extended.
• On accounts requiring more in depth investigation, contact customer for additional information.
• Document key credit information for future reference and update credit/fraud databases.
• Communicate with customers to provide an explanation of findings and, when possible, offer alternative payment methods and options to process pending orders.
• Develop new ways to prevent fraudulent losses based on reactionary and proactive trends.
• Maintain daily goals of working 130 or more accounts, weekly Q &A of 100%, and average of 50 to 70 incoming and outbound calls daily.

Supervised up to twenty employee team of customer service agents, answered teams and customer inquiries, handled escalations and trained agents while maintaining the workload of a team leader.

• Responsible for managing the Global Call Management Team functioning out of two locations, Columbia, SC and Peachtree City, GA.
• Run daily, weekly, and monthly customer reports.
• Ensured daily ASA (Average Speed Answered) goal of 45 seconds was met by monitoring the status of each agent to ensure they were available to take calls at all times.
• Maintained score of 95 on all five scorecard metrics by performing weekly audit of team.
• Ensured daily ASA (Average Speed Answered) goal of 45 seconds was met by monitoring the status of each agent to ensure they were available to take calls at all times.
• Maintained score of 95 on all five scorecard metrics by performing weekly audit of team.
• Placed agents on a development plan if score was 94% or lower and coached agents by conducting-one on one monitoring and training session until score were improved.
• Reviewed and made correction to the schedule to ensure the shift was fully staffed and all agents were optimally positioned to ensure the daily ASA goal was met.
• Attained 90.95% customer satisfaction through professional, highly motivated and enthusiastic team members.
• Conducted verbal counseling sessions with agents providing a clear understanding of the mistaken that was made and documented into agent's counseling folder.