Customer Service Data Entry
Resume:
Demisha Bricelanders
Garland, TX
***************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Universal Agent
Neiman Marcus Group - Dallas, TX
March 2016 to March 2018
Customer Service in a remote and call center environment and, assisting customers with their Neiman Marcus/Bergdorf Goodman credit card accounts.
My responsibilities are but aren't limited to managing the accounts by providing the customer with account information, collections, updating their personal or contact information, providing account balance, entering and reconciling daily ACH payments, and increase credit limit upon the customers request. I also work closely with our sales associates within our Neimain Marcus full line and discount brick and mortar stores, our NM Online stores and Bergdorf Goodman New York. Troubleshoot issues of card decline at point of sale, credit limit increase reward point and gift card distribution. Information Specialist
The American Heart Association - Richardson, TX
June 2015 to January 2016
Responsibilities
Accept calls from students needing to claim credits for taking our Scientific Sessions, Stroke Scale, and various disciplines in CPR per AHA guidlines. Locate and offer courses to individuals seeking AHA authorized courses throughout the U.S., Canada, and several other countries world wide. Accept calls from customers desiring information/clarification about medical conditions. I research information provided by the AHA and relay the findings to our customers via phone, FAX. Email, ground mail, and chat.
Process online donations as well.
Accomplishments
The work I do at the American Heart Association is important. Helping people learn how to help themselves by sharing a wealth of medical and nutritional information to aid them in being proactive with theirs and their loved ones' personal health and well being is incredibly rewarding. Having a hand in assisting millions per year achieve or renew certification; giving the tools and knowledge needed to help save lives there isn't a greater accomplishment in my opinion. No greater impact than knowing I help save lives everyday.
Skills Used
Utilization of Microsoft Office suites such as Excel and Word are instrumental in my position as is a working knowledge of social media. The position I hold requires patience, empthy, active listening, accurate data entry, critical thinking, problem solving skills, and multi tasking. Grammatical accuracy in writing and speaking are key in communicating well with the customers and co-workers alike. Product knowledge aids in performing my duties effectively and efficiently. Customer Service and Loan Underwriter
American First Finance - Dallas, TX
September 2014 to June 2015
Responsibilities
Accepted inbound and made outbound calls from and to consumers and business dealers inquiring about their applied or existing account(s) with us. I underwrite loans for consumers seeking credit extended them to purchase various merchandise such as furniture, automobiles and so on. This task requires extensive and thorough background research of the consumers credit history, employment, residential history, income, and spending habits. This position has a collections aspect as well consisting of review of accounts that are 1 to 90+ days past due and contacting the customer in an attempt to collect monies owed and satisfy the debt in a way mangeable for the customer in full compliance with the Fair Debt Collection Practices Act for the state of Texas. Accomplishments
American First Finance is new to Texas; essentially a start up. We have a rather substantial goal to meet and due to my an my fellow CSR's dedication, passion, and hard work projections show we will not only meet our goal, we will succeed it.
Skills Used
A genuine willingness to help others is my number one skill. Full confidence in the company I represent and it's services we provide is important. If one doesn't believe in what they're "selling", how can one get others to believe in it? Active listening, patience, exceptional organization and time management skills, and critical thinking affords me the ability to resolve any and all issues a customer or client may have. I believe strongly that quick and efficient resolutions that leave the customer or client feeling satisfied makes for a happy customer, and a happy customer is a returning customer. 10-Key by touch, Data Entry, Payment Processing.
Retail Customer Service Associate
Ross Dress for Less - Garland, TX
March 2012 to October 2014
Responsibilities
Receive and service customers quickly and efficiently maintaining excellent associate/customer relations. Conduct returns and exchanges of purchases. Address any and all customer inquiries regarding merchandise and store operations. Stockroom, Mailroom, Shipping and receiving, merchandise scanning, inventory, and sorting. Recovery of misplaced and mishandled merchandise throughout the store maintaining an organized environment for our shoppers convenience and comfort. Attend fitting room area adhering to company policies to prevent loss of merchandise by theft and intended mishandling. Conduct one on one training of new hire sales representatives. Accomplishments
Receive regular verbal and documented recognition from my superiors and fellow representatives for great customer service and company policy adherence which has resulted in the overall graded performance of our store improving considerably. Managers and supervisors appoint me to train new representatives as I am keenly knowledgeable of the stores day to day operations and policy. Skills Used
10-Key by touch, Conduct sales with a general POS retail software application via manual data entry and/or stationary electronic scanner. Conduct merchandise markdowns, ticketing, and price reduction with a hand held portable scanner and printer. Stock Room receiving and distribution of newly arrived items onto the sales floor.
Employment Leave of Absence
My parents primary caregiver
May 2010 to March 2012
Responsibilities
Took time off work to care for my mother who had Stage 3 Leukemia and my father who suffered Renal Failure.
Client Retention Specialist
Firstsource for Barclay's Bank - Colorado Springs, CO March 2009 to May 2010
Responsibilities
In a call center environment I took inbound calls from clientele who held one or more credit card accounts with Barclay's and found themselves less than satisfied with their account(s). Utilizing probative questioning methods and active listening skills I was able to gather information needed in order to rectify any issue the client had. This resulted in retaining the client as a Barclay's account holder and future revenue from their account(s). Researched each account to better serve my clients therein providing them with the best resolution to accommodate their overall changing financial needs. These needs included the lowering of card APR, changing payment due dates, helping the client retrieve points or bonuses, walking a client through online shopping, and uprading/downgrading to different card accounts that would better benefit the client. Accomplishments
Enjoyed the highest client retention rate during bonus quarter and regular accolades from clients appreciating the customer service given by me.
Skills Used
Patience, active listening, working knowledge of each account, and exceptional customer service skills were essential in servicing the particularly irate clientele. Inbound Sales Representative
PRC - Colorado Springs, CO
November 2007 to March 2009
Responsibilities
In a call center environment, I took calls from potential customers interested in subscribing to the satellite television service provider, DirectTV. Once the customer explained what their household television entertainment needs were I was able to offer a package and equipment that best suited those needs. I set appointments for installation of services then walked the customer through the credit card payment process.
Accomplishments
One of the highest closers on the team. Supervisor entrusted me with coaching of new hire team members.
Skills Used
Customer service, active listening, problem solving, data entry, sales, appointment setting. Janitorial/Sanitation Worker
Merry Maids - Colorado Springs, CO
September 2006 to November 2007
In commercial and private residences my responsibilities included cleaning and dusting light fixtures, polishing and waxing marble and wood floors, trim, and counter tops and cabinetry. Drapery cleaning, cleaned window blinds and removal of cobwebs.Shampooed carpeting and area rugs, edging, vacuuming floors and furniture, replaced light bulbs, cleaned and polished floors and wall tile, cleaned and polished all reflective surfaces, washroom and bathroom cleaning and restocking. Closet organization, straightened lobbies, conference and break rooms. Emptied wastepaper baskets, transported waste and trash to proper disposal areas per saftey and sanitiation guidelines. In Home Aide
ELDER CARE HOME HEALTH - Colorado Springs, CO
April 2005 to November 2007
Provided in home, daily healthcare for elderly stroke survivors. My duties included medication administration, specimen collections, a comprehensive understanding of Medicare, Medicade, and private insurance programs as it pertains to DME billing. Daily patient progress/incident reporting as a member of the patient's, wellness team, extensive knowledge and use of medical terminology, morning and evening physical therapy, and aided in daily hygiene. Light housekeeping and meal preparation was also some responsibilities I enjoyed in his position. Executive Assistant
Believers Heritage - Colorado Springs, CO
September 2000 to November 2007
Responsibilities
Handled day to day operations of this non-profit organization in relation to it's founder. I organized the pastor's calendar filed, typed, entered into the computer, emailed, copy, and printed records and other documents. Book keeping, salary distribution.
Accomplishments
With good book keeping skills I was able to bring the organization back into the black. Skills Used
General office work.
Education
AA in Business Administration
Richland College - Dallas, TX
September 2018 to June 2020
Skills
CPR certified in Heartsaver CPR AED CPR discipline through the American Heart Association, Intermediate knowledge of Medical Terminology,
Additional Information
Had to resign to care for my parents full time. My father passed from renal failure in '09. I took care of my mother from May '10 and moved her to Texas as she battled stage 3 Leukemia and won. Began working at Ross Dress for Less 2wks after learning my mother was cancer free in March '12.
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