Senior Contact Center Representative Resume Example
Knowledgeable and dedicated Client Care Organization professional with over three years experience in Payment Processing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Excellent verbal and written communication skills
Ability to effectively conduct meetings and deliver presentations
Analytical and problem solving skills
Experience working as a motivating and inspiring team member and individually
Event Management
Trustworthy decision maker
Experience in a client-facing role
Knowledge of Microsoft Window applications
Deadline-orientated with ability to multi-task in fast-paced, diverse and challenging environment
Experience in credit card processing and working with Financial Institutions, card holders, merchant support and the systems used to execute
Business Management
Troubleshooting and research skills
Rancho Mirage , CA01/2017 - Current
Chargeback Department
- Advise Fiserv Merchant customers regarding Chargebacks (transaction dispute filed against Merchant).
- Assist Merchant with how to respond with rebuttal and transaction documents to represent back to Issuing Bank in hopes to resolve issue in Merchants favor.
- Educate Merchant in Credit Card Network guidelines for best practices when accepting credit and debit card payments to prevent future Chargebacks.
- Adhere to Company and Client quality requirements to provide best customer service possible and resolve customer issues effectively.
- Maintain positive and professional work environment with Fiserv Colleagues and other agencies to achieve best solutions for customers' needs and issues.
- Engaged in continuous learning and development opportunities to promote continued performance improvement.
- Work secondary product, Card Activation, assisting cardholders activate new credit and debit cards and provide Issuer contacts as needed.
Money Network Card Services (United States Treasury Stimulus payments)
- Assist cardholders with activating, blocking and ordering new cards and offer further assistance with cardholder issues and direct them toward appropriate department to assist.
Card Services
- Currently working in Card Services to assist cardholders for many Financial Institutions as Analyst in Fraud Prevention Department.
- Review potentially fraudulent transactions made with cardholder's credit and debit cards to confirm if fraud has occurred to protect account.
- Order new cards for cardholders if needed and direct them how to dispute transaction if necessary.
- Offer further assistance with cardholder issues and direct them toward appropriate department to assist.
- Tracking any complaints that are expressed by cardholder to allow Financial Institution opportunity to resolve issues and improve cardholder experience.
- Advise cardholders best practices to help prevent credit card fraud.
City , STATE08/2019 - 12/2019
- Onboarding/New hire and Rehire Processing including time sensitive notification and arranging for new associates to complete I-9 validation nationwide
- I-9 and reverification status audits
- Execute and complete Verification of Employment letters for Associates in North America, India, and United Kingdom
- Purging Associate Data
- Sorting and Assigning HR Service Center cases to colleagues in HRSC department
- Timely resolution of assigned HRSC cases to resolve associate issues and questions regarding employment, payroll and systems
- Research and gather Associate documents for Legal Team
- Provide quality customer service to Clients, in person, via email, phone and fax
- Payroll audits
- Worked in collaboration with specialized colleagues to provide associates with accurate and detailed answers to questions involving employment, payroll and systems
City , STATE05/2011 - 10/2016
- Communicated with customers to review catering goals and budget, deliver quotes and proposals, schedule event and carry out catering needs as contracted.
- Analyzed catering orders and liaised with staff and venders to set up equipment, supplies and menus to meet client expectations.
- Encouraged preparation of all product according to recipe and in compliance with allergen and sanitation standards.
- Supported senior leadership by developing status reports on activities related to planning, scheduling, cancellation, inquiries, resourcing, risk mitigation and proposal development for various events.
- Attended bridal industry events to promote services and build relationships with prospective vendors.
- Implementing development, forecasting, planning of transportation operations resulting in strong growth of catering revenue.
- Coordinated and executed food deliveries and catering for business meetings, parties, fund raising events, weddings and gifts for Greater Omaha area ranging from 1-1000 people.
- Maintained company vehicles executing/scheduling routine cleaning, fueling, oil changes and repair.
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Resume Overview
School Attended
- Metropolitan Community College
Job Titles Held:
- Senior Contact Center Representative
- Human Resources Specialist (Temporary Assignment)
- Catering Coordinator
Degrees
- Associate of Science : Business And General Studies
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