Customer Service Representative

SHAUNA SENIOR

***-** ***** ***, *******, NY *****• 347-***-****•************@*****.***

SUMMARY OF QUALIFICATIONS:

• Excellent communicator, interact effectively and professionally with individuals in all

levels of business.

• Respond effectively and creatively to change; highly adaptable to fluctuating requirement

and situation.

• Outstanding organization and planning skills; adept at problem mediation and resolution

while successfully upholding company objective, strong desire for professional

advancement and opportunity.

• People oriented, fast learner, self motivated, dependable professional, proven multi-

tasking background with progressive employment history in management, customer

service, and office administrator.

• Continual growth through educational and training programs and pro-actively seeking job

coaching or training when required.

• Possess solid product knowledge on terminals, services, protocols and platforms.

PROFESSIONAL EXPERIENCE

Federated Payments Melville, NY 10/2011 -Present

Merchant Support Representative

• Resolved account issues in accordance to departmental protocol.

• Knowledge and experience troubleshooting credit card terminals.

• Strong ability to use deductive logic, apply all troubleshooting and resolve merchant

issues.

• Followed up with merchants on all outstanding issues and resolve customer billing

inquiries.

• Demonstrated effectiveness working independently or as a team player, excellent word

processing skills, and accounting.

• Processed all address, bank account and other changes within 2 business days

according to policies.

QVC 10/2009 – 10/2011

Customer Service Representative

• Handled customer inquiries, complaints and billing questions

• Ensured that all the customer service standards are being portrayed, established and

complied.

Federated Payments Systems, Melville, NY 10/2006 – 03/2009

Merchant Support Representative

• Handled 40-60 calls per day on the merchant support.

• Processed merchant bank account and other changes within 2 business days according

to procedure with 99% accuracy.

• Resolved account issues in accordance to departmental protocol.

• Point of contact for Independent Sales Organizations (ISO) on all pre-boarding concerns

and resolve issue within determined SLA

American Express 09/2003 – 10/2005

Customer Service Representative

• Provided exceptional customer services and handled incoming customer inquiries on

company products and services and billing discrepancies.

• Represented the company through in depth knowledge of their products, policies and

procedures.

• 99.5% keying accuracy in all applicable systems.

• Participated in management meetings and provided a status report for ongoing projects.

• Updated merchant account information for the purpose of credit chargeback and account

administrating issuing

Stay At Home Mom 02/2002 – 09/2003

Adept Loving Care 02/1998 – 02/2002

Health and Elderly care Program Administrator

• Assisted in overseeing all day to day operations of the facility,

• Developed meals plan in accordance to medical restrictions for patients.

• Prepared time schedules for employees and maintained personnel records for payroll

and accumulated vacation hours., keep track of vacation, sick, personnel time.

• Prepared time schedules, conducted daily audit and ordered new medication from

doctors for the prescribed patient.

• Maintained employees and patients information or records.

• Manage payroll account to enable financial and operational cost control.

EDUCATION

South University Online

Business Administration Associates : Currently Enrolled

Medvance Institute Stuart Fl

Medical Assistant

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