Customer Service Virtual Card Analyst resume example with 10+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,
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.

  • 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 Current Customer Service Virtual Card Analyst University 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 04/2021 Lead Teller Medstar 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 03/2012 Pharmacy Technician CVS | 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.
Expected in Associate of Science | Accounting Cuyahoga Community College, Cleveland, OH GPA:

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Resume Overview

School Attended

  • Cuyahoga Community College

Job Titles Held:

  • Customer Service Virtual Card Analyst
  • Lead Teller
  • Pharmacy Technician


  • Associate of Science

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