A self-motivated, bilingual, highly enthusiastic, dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. I have a performance driven record, hands-on experience and the ability to build client focused relationships.
Strong organizational skills
Energetic work attitude
Customer service expert
Letters and Memos
Employee training and development
Meticulous attention to detail
High customer service standards
Multi-channel contact center software
Basic knowledge of DOT UN-Packaging
Excellent analytical skills
Medical background knowledge
Consistently achieved 100% marks in all categories including communication skills, listening skills, problem resolution, and politeness determined by my supervisor in weekly call monitoring.
Consistently met performance marks in all area (speed, make busy percentage/volume, customer service rating).
Exceeded corporate target for customer satisfaction for several months in a row.
Completed ABA certifications for several positions and compliance training.
Electronic Loss Prevention AnalystArvest Bank － Norman, OK
Responsible for reviewing high risk and suspicious transactions identified by multiple fraud detection systems or notifications on the Security BankCard and Arvest card bases.
Stay abreast on fraud trends and apply knowledge when analyzing card user spending patterns.
Inform internal and external customers on how card fraud occurs and provide guidance on the necessary steps to dispute unauthorized activity.
Maintain open and timely communication with supervisor with regards current fraudulent or suspicious activity trends that could affect further cards.
Maintained up-to-date records at all times.
04/2015 to 02/2016
Overdraft Management SpecialistArvest Bank － Del City, OK
Work closely with bank managers and provide system support to branch associates, including explaining policies and procedures of the overdraft protection program.
Monitor new account(s) transaction activity by running queries daily to minimize new account opening fraud and to determine if overdraft protection can be granted to the customer.
Properly directed inbound calls in phone queues to improve call flow.
Trained staff on how to improve customer interactions.
Computed Data Reports and supplied data to fulfill customer report requirements.
Provided required monthly and daily reports listing account eligibility for overdraft based on bank policies.
Identify, classify, prioritize and document reported problems in approved tracking system for all internal calls and emails for tracking purposes and customer service feedback.
Compile, prepare and/or distribute all necessary statistical reports for various uses within the department.
12/2013 to 02/2015
Contact Center RepresentativeArvest Bank － Norman, OK
Give exceptional internal and external customer service by displaying sincere, outgoing, aggressive friendliness which includes answering phones promptly, consistently exhibit courtesy, competency and concern while responding timely and using customer's name.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts and repair customer trust.
Interact daily with internal partners and external customers within the financial institution.
Assisted customer inquiries, processed complaints, responded to account questions and service requests related to bank accounts, loans and credit cards.
Managed a high-volume workload in a stressful environment with an average daily volume of 80 to 100 calls.
Became one of the main "go-to" persons for new reps on challenging credit card calls as one of the primary Security Bank Card mentors for new and existing employees.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Addressed customer service inquiries in a timely and accurate fashion.
Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes but is not limited to; complete compliance training and adhere to internal procedures and controls; report any known violations of compliance policy, laws, or regulations and report any suspicious customer and/or account activity.
Education and Training
Bachelor of Science: NursingUniversity of Oklahoma － Norman, OK, USACurrently pursuing a Nursing and International Studies degree