Customer Service Representative

Caroline Kimani

** ********** **., *** ***. Baltimore, MD 21221. 410-***-****.

********@*****.***

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SUMMARY

Client Services Professional with extensive experience working with major

financial institutions, both domestic and international as well as federal,

state and local government agencies. Proven abilities in risk mitigation,

client relations, identifying and tracking customer trends and developing

reports. Additional expertise in employee relations including, recruiting

and training.

? Regulatory Compliance ? Research and Analysis

? Process Improvement ? Resource Allocation

EXPERIENCE

VISA INC, Owings Mills, MD

1998-2010

Associate Service Analyst (2006-2010)

Managed daily department operations. Oversaw complex customer service

functions and provided day-to-day support to Financial Institutions,

processors, law enforcement and internal clients.

. Managed a team of 13 results driven agents ensuring service levels

were met and or exceeded.

. Recognized as point of contact and Subject Matter Expert.

. Served as mentor, trainer, and first point of escalation for analysts

who needed assistance with clients, systems, and procedural issues.

. Managed varied mediums to ensure proper staffing and that service

levels were met.

. Trained clients on products and applications, usage, and

functionality.

. Completed projects for product owners, or development groups, to

provide insight regarding client issues relating to Visa products and

services to effect refinement of existing services.

. Produced customer and departmental reports for tracking customer or

service issues.

Risk Service Support Representative (2004-2006)

Managed level 1 technical support and operational customer service needs

for Financial Institutions. Created new user accounts, reset passwords,

identified, troubleshoot, and resolved processing, application usage, or

business issues.

. Provided level I call support, email support, entitlements and

enrollments for Visa Online.

. Educated clients on products and applications usage and functionality.

. Took ownership of level I issues through resolution working with

business or development groups.

. Provided day to day phone and email support to Visa Clients, ensuring

that their expectations were met or exceeded.

. Monitored cardholder transaction activity for unusual transactions.

CAROLINE KIMANI, 410-***-**** PAGE 2

Visa Fulfillment Services - Customer Service Representative (2001-2004)

. Generated emergency card replacement reports.

. Liaised with couriers to expedite emergency replacement cards to

clients.

. Transacted emergency cash disbursements for cardholders either via

western union or affiliate Banks.

. Took law enforcement calls.

. Placed cards on the warning bulletin system.

. Reviewed cardholder survey reports on services provided and generated

summary reports to banks based on services provided.

Visa Lost & Stolen Card Reporting - Customer Service Representative (1998-

2001)

. Educated clients on different benefits attached to their different

Visa cards.

. Received inbound calls on lost or stolen cards reducing fraud to

client accounts.

. Educated clients on different Visa card types and how they would

obtain them issuance.

. Resolved clients issues regarding their cards and the benefits on

their Visa cards.

EDUCATION

Bachelor of Science, Information Systems, Morgan State University,

Baltimore, MD

TECHNICAL SKILLS

Knowledgeable in Visual Basic, Java and Falcon Fraud Reporting System

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