Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Skills
Credit card payment processing
Quality assurance controls
Customer relations
Call Center Operations
Data evaluation
Shipping and receiving understanding
Quality control
Inbound and Outbound Calling
Conflict resolution
Experience
04/2021 to Current
Retail Customer Service AssociateFedex Office – Pleasant Hill, CA,
Documented customer information and activity in customer database.
Processed customer payments by entering credit card information in system.
Answered inbound customer calls and responded to inquiries.
Responded to billing questions by researching information.
Coordinated with management to maintain knowledge of policies and new offerings.
Listened to client concerns and asked questions to better understand needs.
Assisted with new patient registration and appointment scheduling.
Generated summaries on issues, refunds and replacements, sending detailed updates to customers.
Delivered step-by-step instructions to clients on navigating system and explained all self-service options.
Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.
Updated information and details of calls and inquiries in customer service database for future reference.
03/2020 to 04/2021
Customer Service RepresentativeMitek Industries, Inc. – Chester Springs, PA,
Assessed customer needs and upsold products and services to maximize sales.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Operated cash register, collected payments and provided accurate change.
Assisted with purchases, locating items and signing up for rewards programs.
Helped customers find specific products, answered questions and offered product advice.
Learned roles of other departments to provide coverage and keep store operational.
Wrapped items and bagged purchases properly to prevent merchandise breakage.
Received payments for products and issued receipts.
Inspected items for damage and obtained replacements for customers.
Observed company return policy when processing refunds by inspecting merchandise for wear or damage.
Processed all sales transactions promptly to prevent long customer wait times.
Assisted Targets with completing end-of-day counts and securing funds to prevent loss or theft.
09/2018 to 07/2019
Financial AdvisorBmo – Beloit, WI,
Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability.
Consulted with clients to assess and meet short- and long-term financial goal.
Explained advantages and disadvantages of available financial products to customers to maximize satisfaction.
Partnered with Western Union and Insight to advise high net worth customers regarding sending and receiving funds and saving through credit and debit transactions.
Advised clients on targeted business strategies and corporate financing.
Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms.
Coordinated with local organizations to provide specialized support to diverse populations with unique needs.
Maintained knowledge of regulations, communicated with industry professionals, devised financial models, conducted sensitivity analyses and gathered financial reports to deliver superior service.
Implemented diverse wealth management options to meet client objectives.
08/2017 to 07/2018
Account RepresentativeBertelsmann – Miami, FL,
Working with accounts and banks to resolve pass due debt.
Help customers with disputing accounts.
Meet monthly quota.
Supervise and train new employee.
Comply with all aspects of the Fair Debt Collection Practices Act (FDCPA), company policies and procedures.
Confer with customer by telephone in attempt to determine reason for overdue payment, review terms of sales, service, or credit contract with customer; take appropriate action if customer disputes the account(s).
Request appropriate form letters to customers to notify of transfer of account to our company, encourage payment of delinquent accounts or confirm agreements to settle accounts.
Record information about financial status of customer and status of collection efforts using automated collections software.
Obtain and review appropriate correspondence and documents, both paper and electronic that pertain to the account.
Establish payment schedule and grant extensions of payment deadline; determine interest to be charged on overdue amount.
If delegated settlement authority, settle account within limits authorized; otherwise, obtain necessary information and confer with supervisor.
Submit necessary codes to transfer account to legal collections if customer fails to respond.
Settlement authority established by the Director of Operations.
Responsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility.
Education and Training
Expected in 06/2014
High School Diploma: Deep Creek High School - Chesapeake, VA GPA:
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