Customer Service Manager

J’NEL NIVERA FUNNYE

Glendale, AZ ***** Ph, 602-***-**** E-mail: j *********@*****.***

Qualifications:

Highly proficient in Windows based programs to include Lotus Notes, Outlook, Microsoft Office ‘97 and

above. Detail oriented team player with outstanding communications skills, a strong work ethic, and

an eagerness to learn.

Education:

02/2009 – 09/2011 U niversity of Phoenix Online

Experience:

12/2010 – 03/2013 Customer Service Lead

Logisticare, Phoenix, AZ

First escalation point for CSR’s on problems requiring special handling or those not able to be resolved

a t front-line level. Contact parties involved and take necessary action to resolve problems with internal

departments. Provides daily coaching/mentoring to the team on standard operating procedures,

complex issues and individual performance management. Monthly QA reports and monitoring on

approximately 20-25 CSRs. Resolves complex customer questions, complaints and requests, where

j udgment and initiative are required to resolve and/or make recommendations. Act as the subject

matter expert in customer service SAP applications and business processes. Handled 80-100 calls per

day in a heavy inbound call center. P rovided superior customer service. Efficiently and accurately

entered requests for reservations into Logisticare’s data management system. Documented and

resolved complaints and issues. Performed all gatekeeping functions related to reservations and t rip

authorizations.

10/2007 – 11-2009 F raud Analyst A merican Express,

Phoenix, AZ

Gathered and analyzed pertinent data to determine the appropriate course of effective action in the

p rocessing of fraud claims. Communicated with consumers and merchants to investigate suspicious

activity. I nvestigated claims of fraudulent applications. Retrieved daily ATM Network Settlement and

Activity Reports. Researched cardholder non-dispensed ATM disputes using various in-house

databases. Opened ATM cases using in house platforms in order to credit cardholders for non-

dispensed funds. Created credit charge backs in order to pass funds to international centers and

partners.

04/2000 – 12/2006 Office Manager/Recruiter Blue Gargoyle,

Chicago, I L

Day to day operations for the front office of a nonprofit community organization. Answered multi lined

phone system, routed calls appropriately, managed inventory and distributed mail accordingly.

M anaged calendars for two directors. Fax, copying, memos and all office management duties as

assigned. Liaison for employees and The Mayor’s Office of Workforce Development (MOWD) handling

contracts and proposals. Developed working relationships with multiple employers in the area for job

p lacement. Conducted t raining classes for hard to place clientele.

References are available upon request

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