Customer Service Virtual Card Analyst resume example with 10+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Skills
Data analysis
Verbal and written communication
Basic math
Leadership
Responsible
Computer skills
Organization and Time management
Self-motivated professional
Collaboration
Professional telephone demeanor
Service standard compliance
Work History
04/2016 to CurrentCustomer Service Virtual Card AnalystUniversity Federal Credit Union | Austin, TX,
Analyzed large amounts of data to find patterns of fraud and anomalies.
Contacted customers directly to notify of fraudulent activity and minimize impacts.
Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
Summarized all key information regarding investigation into detail report for delivery to client.
Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Investigated cases of insurance and credit card fraud, which involved upwards of $150,000 per case.
Provided exemplary level of customer service to all individuals, including clients and company personnel.
Developed and maintained courteous and effective working relationships.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Prepared variety of different written communications, reports and documents to ensure smooth operations.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Answered customer telephone calls promptly to avoid on-hold wait times.
Consulted with outside parties to resolve discrepancies and create effective solutions.
Answered constant flow of customer calls with minimal wait times.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Managed 30-50 calls daily while balancing working in Outlook
05/2012 to 04/2021Lead TellerMedstar Health | Glen Burnie, MD,
Mentored newly hired team members on appropriate responses to patron questions.
Identified potential needs through observation, questioning, and listening.
Provided customers with appropriate literature on banking products and services.
Answered inquiries regarding checking and savings accounts and other related products.
Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Investigated and promptly resolved issues with patron accounts.
Introduced customers to other bank team members to help meet financial needs.
Conducted regular proof work and followed up on chargebacks and deposit corrections.
Maintained friendly and professional customer interactions.
Handled various accounting transactions.
Established rapport with new clients to increase satisfaction and loyalty.
Counted, verified, and handled bank deposits and armored car transactions.
Received car loan, home loan, and other payments and posted to accounts.
Replenished ATM funds in empty canisters prior to the validation process.
Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Answered inquiries regarding checking and savings accounts and other related products
07/2010 to 03/2012Pharmacy TechnicianCVS | City, STATE,
Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
Reviewed and verified customer information and insurance provider information.
Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
Entered and processed patients' prescriptions into internal system.
Communicated instructions to patients or caregivers about proper use and storage of drugs.
Coordinated with insurance representatives to process claims and calculate correct co-pay information for patients.
Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems and locating items.
Assisted patients in minimizing medical expenses by recommending generic alternative prescription medications.
Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Collected co-payments or full payments from customers.
Resolved non-routine issues like third-party billing, computer system and customer service issues.
Maintained proper drug storage procedures, registries, and records for controlled drugs.
Counted, measured, and compounded medications following standard procedures.
Counted and labeled prescriptions with correct item and quantity.
Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
Stocked, labeled and inventoried medication to keep accurate records.
Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
Answered incoming phone calls and addressed questions from customers and healthcare providers.
Processed over 100 prescriptions per day in busy pharmacy achieving decreased customer wait times and maintaining excellent customer satisfaction.
Helped pharmacist clear problematic prescriptions and address customer questions to keep pharmacy efficient.
Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality.
Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
Processed incoming drug orders by checking deliveries against paperwork and updating computer system.
Resolved non-routine issues like third party billing, computer system and customer service issues.
Monitored ordering of pharmacy medication stock to maintain streamlined inventory and low overhead.
Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
Education
Expected in Associate of Science | AccountingCuyahoga Community College, Cleveland, OHGPA:
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