Customer Service Information
Resume:
MELLNER L. BUGGS
Snellville, Ga 30078
Email: ************@*****.***
SUMMARY OF QUALIFICATIONS:
Over 10 years customer service experience across multiple industries including Banking, Financials, and Communications. Skilled in communicating with various types of customers and achieving win-win solutions.
Ability to work in a fast paced environment, handle multiple tasks, and meet deadlines.
Excellent communication, organizational, and problem-solving skills.
Skilled in MS Office (Word, Excel, PowerPoint, Outlook), salesforce, various operating systems, custom banking applications, call center applications, defect/issue tracking systems.
OBJECTIVE:
A position in customer service where my extensive experience and skills will be utilized and further developed.
EXPERIENCE:
Advisor Group Atlanta, GA
Customer Service Call Center Rep/ Analyst 01/17-07/17
Create a strong working relationship with Advisors and their assistants.
Educates advisors where to find online information .
Analyze problems and follow through to resolution.
Exercise the appropriate judgment when escalated issues may require a supervisor or manager.
Log transactions into CRM system for most inbound calls.
Assist with other projects as needed.
Life House Financial Norcross, GA
Customer Service/ Sales 10/16/11/16
Assisting customers with completing an online application for personal or business loans.
Gathering information to put in the system to advise customers what loan process they are needing to follow.
Completed loan application for customer that were not able to .
Good interpersonal skills and team work awareness
Updated customers information to provide to the different lenders for an instant approval.
MKN/ Star Achievement Norcross, GA Candidate Coach 10/15-9/16
Assisting customer with inquiries on getting preparation material for United States Postal Service Exam, provided step by step instructions.
Provided customers with accurate account information in a fast paced environment.
Good interpersonal skills and team work awareness.
Actively listening and instructing candidates on the process of preparing and passing the 473 battery exam.
Fleetcor Norcross, GA
Customer Service/Data Entry 08/14-9/15
Handling inbound (80+) and outbound calls in a professional manner.
Demonstrate effective oral and written communications with the customers efficiently and in a timely manner.
Provide customers with accurate account information in a fast pace environment .
Good interpersonal skills and team work awareness
Multi-tasking, listening, inputting data, probing, providing solutions, navigating through various screens while applying basic customer satisfaction techniques.
Assurant Specialist Group Duluth, GA
Loss Draft Specialists 06/07-03/14
Call Center Specialist, responsibilities included inbound call management, requirements gathering, & providing Information on how to open and maintain insurance claim.
Gathered data from customers in which damages occurred on property, this included but not limited to date of loss, cause of loss and type of damage.
Requested and ordered draw checks to be released to individual homeowners, amount varied by check received from each homeowner insurance company.
Gathered information to deviate from normal procedures that were already set in place, and submitted for approval.
Set up inspections for someone to view the property as work continued to progress.
Bank of America Tucker, GA
Sr. Fraud Analyst 04/05-01/07
Served as Fraud Analyst for one of world’s largest financial institutions. Responsibilities included inbound call management, requirements gathering, & providing fraud solutions for hundreds of customers across the U.S.
Gathered data from customers and utilized internal fraud tracking system to process fraud claims.
Provided guidance and expertise to cardholders for protecting against fraud. Assisted in creation of a fraud prevention awareness campaign. Campaign was launched to provide detailed information regarding fraud prevention and credit safety.
Served as liaison for personal and business loan department. Provided information on loan processes and applications.
Financial Asset Management Atlanta, GA
Financial Customer Service Analyst 12/03-04/05
Provided customer service assistance for loan discharge process. This process involved responding to student loan discharge requests from disabled customers and providing support from beginning to end of process.
Improving customer service based on client feedback through the development of new policies and procedures.
Prepared and compiled physician documentation; Ensured time sensitive documentation was submitted to Department of Education.
OSI Portfolio Services Duluth, GA
Account Representative 05/01-12/03
Managed inbound/outbound call center volume for collections department. Provided customer service for collection accounts for various companies.
Nextel Communications Norcross, GA
Customer Service Associate/Team Lead 09/00-05/01
Provided quality customer service for Activation department. Responded to customer inquiries and requests.
Assisted with preparation and distribution of departmental reports to Management.
Assisted representative with inquiries outside their normal calls and work flow.
Assisted management with side by sides, QA scoring for representatives along with submitting any necessary disputes.
Education:
Atlanta Area Technical School Atlanta, GA
07/97-08/00
Henderson High school Tucker,GA
08/83-05/88
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