MARVA L. STEVENS

**** ***** *****, ******, ** ***56

Home: 843-***-**** • Cell: 843-***-****

ac4r7r@r.postjobfree.com

To obtain a career opportunity within your company where my financial experience, extensive customer relations and interpersonal skills maybe fully utilized and professional growth is encouraged. 02/2012 to 10/2017

AMERICAN EXPRESS

Charleston, SC

Home Based Escalation Rep IV

Open Dual Wallet Escalated Customer Care Professional Handled Escalated calls from irate customers/clients Trained and Coached new hires

Demonstrated Superior Call Flow and Relationship Care Demonstrated the ability to analyze customer accounts, (e.g., credit limits, spending patterns, and Value based products based on customer needs.)

Demonstrated consultative, "needs based" skills (e.g., cross sell, product upgrades, adding supplements, etc.). Extremely goal oriented with thr drive to exceed customer expectations by meeting and surpassing quality customer metrics Experienced in a dynamic-ever changing, ambiguous, fast-paced, metric-based, high volume work environment. Named Brand Ambassador - exemplified on interactions with customers by having a positive attitude, being self motivated, flexible, and engaged . resulting in measurable customer value Documented necessary account information and offered custom solutions that benefit the customer 01/2008 to Current

LIVEOPS

Charleston, SC

Independent Customer Service Agent

Independent Contractor Agreement to receive or place calls to or from customers requesting products or services. Account Investigator III 01/2000 to 01/2008

Interpreted large business account disputes.

Read and comprehend all types of Correspondence including complex customer correspondence and working disputes.

Communicated with customers, guarantors, banks and other businesses via phone. Minimize losses.

Determined loss liability and took the necessary actions to assign losses appropriately between the Bank, Merchant, and Customer.

Understanding bank policies, legal guidelines and charge back rights as required Accurately processed account maintenance and financial adjustments as needed (i.e. address change, name change, due date change, account curing, credit bureau updates, and completed debits for valid payments, credits for disputed charges, finance charges and fees. Followed correct procedures, processed guidelines, system requirements and financial services requirements. Acted as a coach or training partner for new employees. Manages a pending inventory in a timely manner to ensure customer satisfaction. 01/1998 to 01/2008

CITIBANK

Jacksonville, FL

Commercial/Government Card Specialist 01/1998 to 01/2000 Provide excellent customer service to clients, and staff while handling high volume incoming phone interchange on an automatic call distribution system.

Performed account maintenance for Government clients authorize buyer's maintenance, unidentified payment identification, issued credit adjustments.

Respond to inbound inquiries from Corporate and Government clients regarding customer service related issues and SUMMARY

EXPERIENCE

concerns.

Verify and update Merchant Category Code templates for Purchase and Travel accounts. Collector- Default Specialist 01/1996 to 01/1998

Analyzed the customer's problem, negotiated payment and apply applicable solution to delinquency. Educated the customer on consequences of collection events. Diffused unhappy/difficult customers while working to address their concerns and collect on delinquent accounts. Leveraged tools and information to develop customer contact information. Properly document calls results utilizing various software applications. JACKSONVILLE (DIPLOMA 1995

Nathan B. Forrest High School

1997

Jacksonville University, Jacksonville

present

Florida Community College, Jacksonville

References Available Upon Request

EDUCATION AND TRAINING

REFERENCES

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