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Customer Service Representative

Columbus, Georgia, 31907, United States
October 16, 2018

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Liv’vy Bellamy




Associates Degree, Accounting, June 2011


Microsoft Word

Microsoft Excel

Microsoft Outlook


Results-driven Customer Service Representative with over 8 years of service oriented hands on experience. Some of my strong attributes include but are not limited to:

Determined and decisive; uses inventiveness to develop effective solutions

Reliable and Loyal

Strong traits of leadership and integrity

Excellent communication skills

Strong planning, time management and observations skills

Self-reliant, and self-driven

Great interpersonal skills and works well in a team environment with the ability to motivate and encourage


Aflac Inc. – Columbus, GA Jan. 2016 to Present

Customer Service Specialist II

Receive and process telephone calls and service requests from policyholders requesting claims information. Provide basic information to policyholders regarding claims benefits in accordance with the Customer Interaction Model. Navigate through various sources of information (PC, Point of Sale and IPM insurance systems, manuals, call center models, Intranet/Internet, etc.) to respond to policyholder questions in a timely manner. Promote understanding of claims process and procedures. Assist members by taking a basic claim report of loss as appropriate and refer to appropriate individual for follow-up. Provide immediate resolution to policyholder issues or refer to appropriate individual for additional assistance. Promote member satisfaction and provide seamless service to ensure customer service goals and standards are met. Total Systems – Columbus, GA Nov. 2014 to Dec. 2015 Customer Service Representative II

Received and responded via telephone to various customer service requests/inquiries; handled credit card problems, referred cardholder to published materials and/or senior staff. Maintained accurate and complete records of all inquiries and problems handled; operated a personal computer, mainframe, software packages and front-end programs related to the client; provided the highest level of customer service to cardholders and retail banking customers in a timely manner while maintaining the integrity of the client. Handled basic and routine calls; developed a general understanding of systems and products; assisted cardholders and retail banking customers with account requests, inquiries, and problems such as: account balances, fund availability, fund transfers, stop payment orders, account closings, authorizations, name and address updates, and other general account activity; directed calls requiring additional assistance to the appropriate area; maintained acceptable levels of productivity, quality and adherence standards determined by the Call Center; Attended on-going training sessions to maintain the highest level of understanding of client's policies and procedures. Fraud Analyst II Dec. 2013 to May 2014

Identified fraudulent/high risk transactions by analyzing customer account activity; Utilized multiple and complex research techniques to resolve and decide high risk alert/case; opened

/reviewed cases and took action on accounts to mitigate losses; contacted and authenticated customers using innovative cross referencing techniques and tools; represented the department professionally in talking to internal and external customers in an inbound/outbound call center; Maintained daily and monthly performance standards, including those pertaining to quality and productivity; identified trends/issues on a daily basis and brought to the attention of the management staff as needed.

Total Systems - Columbus, GA July 2012 to Dec. 2013 Chargeback Specialist I

Determined if disputed transactions were covered under federal regulations; provided verbal and written communications with merchants and cardholders; Gathered and analyzed transaction data to include sales drafts, sales receipts, and account history; determined chargeback initiation and or applicable transaction; Communicated decisions and appropriate rationale to cardholder; calculated finance charges using past account history. OTHER EXPERIENCE

L& S Services / Dining Facility Attendant July 2007 - Oct. 2012 Muscogee Manor Nursing Home/ Certified Nursing Assistant Jan. 2007 - July 2007 Advanced Auto Parts/ General Store Clerk Oct. 2005 - Nov. 2006 HONORS CERTIFICATIONS

Certified Tax Preparer (5 Starr Income Tax LLC)

CPR & First Aide Certified (current)


Youth Tee-Ball & Baseball

Habitat for Humanity

Praise & Worship for City-Wide Nursing Homes

2016 Young Professional Career & Talent Development

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