Customer Service Representative

BRITTANY AUSTIN

Atlanta, GA C: 404-***-**** *.*********@*****.***

OBJECTIVE

Seeking a challenging position to utilize years of experience gained in client support, while allowing the opportunity to continue to enhance my skills professionally; to bring excellent interpersonal, oral, and written communication skills, while functioning well independently and collaboratively, coupled with an outgoing personality. Seeking to become a valued asset to a professional organization.

SKILLS

Risk assessment

Document management Efficient multi-tasker

Strong problem-solving aptitude

Consumer protection laws

Deadline driven

Proficient in Microsoft Windows 7, Excel, & PowerPoint.

Excellent judgment

QuickBooks knowledge

Editing and proofreading Strong client relations

Excellent investigative skills.

WORK HISTORY

Consumer Advocate Representative, 11/2016 to Present

LexisNexis - Alpharetta, GA

Ranked in top 5% of employee performance three months consecutively for overall quality and accuracy of work.

Confidential Security Clearance received for access to government information.

Transcribed all consumer Personal identifiable information (PII) or Sensitive Personal Information (SPI) from electronic and paper requests as well as inbound phone calls from customers into the appropriate database or support tool.

Searched consumer profiles and guides the consumer towards the best solution to initiate disputes based on details found on consumer’s reports.

Made final decisions on which reports went to consumer after reviewing reports for accuracy and corrections.

Utilized databases (MBSI, DOST, Bugzilla) to enter PII and disputes to ensures timely completion of disputes meeting or exceeding the SLA set forth by FTC/FCRA to minimize risk of litigation being filed against LexisNexis.

Educated consumers about the information used by LexisNexis and other institution’s for risk assessment.

Researched, reviewed, and analyzed claims to determine if disputes were internal or sent external to Fair Information Practice, Credit Bureau, or other internal colleagues.

Collaborated with other internal teams to ensure departmental support and full understanding of compliance responsibility was sufficient to minimize the risk of litigation being filed against LexisNexis.

Provided administrative support such as managing various databases, preparing presentations, generating reports, other documents to mail or email, and assisted in executing a wide range of activities aimed at maximizing consumer satisfaction and improving business performance.

Assisted with additional training of new hires on business SOP (Standard Operating Procedures)

Client Service Representative, 02/2015 to 09/2015

The Davis Companies– Norcross, GA

Provided client support to project managers, inside and outside sales representatives for major construction projects such as Coach.

Provided order information for major logistic purchases using Quick Books software and solved any problem that required action for response including order changes, maintenance of order/client information files and communicating changes to the appropriate personnel/departments.

Received, processed, and verified the accuracy of orders from clients utilizing the organization's internal mainframe system and client purchase orders.

Prepared, generated, and distributed daily reports and order acknowledgments to appropriate personnel. Contributed to the development and maintenance of standards, policies, and procedures; regularly provided feedback on the soundness and effectiveness of the company's policy and procedures.

Conducted detailed client intakes and entered information into company database.

Communicated pertinent information to clients by phone, email, and mail.

Customer Service Specialist II, 11/2012 to 02/2015

Assurant Specialty Property – Duluth, GA

Processed checks, documents, orders, reviewed inspections, and evaluated exceptions for insurance claims.

Assisted clients with processing insurance claim payments to ensure all funds were expedited based upon mortgage company procedures.

Made timely premium payments from established escrow accounts to ensure continuous property coverage and communicated status updates on the clients account.

Made appropriate updates to client database to meet the client's standard procedures to apply property and casualty claim processing and resolve client issues and inquiries.

Researched items received via fax, report, correspondence, refund/return checks, tasks, / client referrals and made appropriate calls to resolve issues and remove lender place insurance from accounts.

Participated in quality calibration meetings to improve team quality assurance.

Helped improve the workflow by training over 5+ employees.

EDUCATION

Bachelor of Arts: Mass Communications, May 2012

CLARK ATLANTA UNIVERSITY - ATLANTA, GA

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