Customer Service Representative
Resume:
NATALIE CHUNG
Pembroke Pines, FL *****
*************@*****.***
Client Relations
Dynamic management professional with over 12 years of experience in business development, customer service operation, and strong organizational skills. Demonstrated skill in assessing problem areas and recommending solutions, resulting in increased productivity and profitability while reducing expenses. Performed successfully in highly visible positions of increasing responsibility with strong interpersonal and communication skills.
Program Implementation Problem Resolution Remote Troubleshooting
Training and Development Client Relations Project Management
Strong Attention to Detail Research and Analysis MS Word, Excel, Outlook
PROFESSIONAL EXPERIENCE
FISGlobal May 2004-October
($9B Financial Services Technology Organization) Sunrise, FL
Client Relations Manager
Developed, support, and maintain relationships with clients of the organization and ensures that their new and existing programs are operating with maximum efficiency and profitability by performing the following duties in the prepaid payment processing department
Acted as primary liaison, responsible for escalation, effective oversight of client projects and implementations of new accounts and programs from 17-24 assigned clients
Developed successful relationships with clients and ensures the highest level of client service by maintaining and resolving overall operational issues and concerns
Administered contractual forms such as Client Service Level Agreements (CSLA), tracks, follows up on change reports requests for implementation and enhancements to existing client account programs which increased accuracy and efficiency by 40%
Performed User Acceptance Test (UAT) to tests the deployment of the production-ready application software and end user testing prior to releasing products to the final stage
Managed and responsible for client satisfaction, maintaining client communication, overall management of the relationship and client retention activities
Demonstrated responsibility for tracking and coordinating the client concerns raised during program launch and maintenance which reduced processing time by 10%
Maintained complete knowledge of application products, services, and company policies, and procedures throughout the organization
Devised scripts for developers to code for client facing applications websites
Prepared batches using organizations software to process prepaid card orders for clients
Executed SQL (Sequel) to store, process queries, retrieve, and manipulate data in the database
NATALIE CHUNG 954-***-**** Page 2
Organized weekly client meetings with account management and answers inquiries over the telephone, e-mall or facsimile within 24-48 hours
Conducted and monitored fulfillment inventory controls for multiple accounts and coordinated material movement and approval between fulfillment house and client
Performed quarterly comprehensive security system audit on client portfolio and participated in business reviews to learn about clients’ strategic direction
Managed projects for account closures and new client accounts for the organization
eFunds Corporation (Subcontracted Manpower 2003-2004) May 2004-September 2006
Senior Customer Service Representative Sunrise FL
Demonstrated expertise in handling one of the Enterprise biggest clients United Health Care in escalated issue reports and worked directly with management, client service specialist, physician’s offices, customers, and merchants to resolves various account issues and processes
Generated and maintained daily Excel spreadsheets for tracking issue reports and then submitted weekly reports to client which resulted in resolutions of United Health Care (FSA) Flexible Spending Accounts and by implementing more efficient procedures
Appointed by management to supervise a team of 40 and assisted in escalated customer calls resulting in customer satisfaction by 98% and providing timely responses
Mentored, trained, motivated, and directed new and existing employees, resulting in increased service levels, quality control and providing exceptional customer service by 97%
Researched and resolved customers declined transactions and disputes on accounts
Investigated and analyzed accounts and transaction errors which resulted in and physician’s office and customer satisfaction in cycled time
Increased customer service levels from 94% to 100% by consistently meeting established productivity, scheduled adherence and quality control
Collaborated in meetings with supervisors, managers, and clients to improve production
Responded to 70+ customer inquiries daily in high-volume call center through effective time management, strong problem solving and analytical ability
COMPUTER SKILLS
Computer proficiency in using the internet as well as Microsoft Word, Excel, Power Point, and Outlook. Knowledge of Regulation E and Z, experience with SQL (Sequel), Pearl, and Oracle.
EDUCATION
Business Administration Management
Bachelor of Science, Management Information Systems – Expected 2018
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