Customer Service Data Entry

SANGEETHA RAJESH

Concord, NC ***** Phone: 904-***-**** Email: ****************@*****.***

Registered Series 6 Associate

Eight years of experience providing customer support for financial and health insurance companies.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.

EXPERIENCE

Senior Annuities Customer Service Consultant, MetLife, Charlotte-NC 10/2015-Till Date

Providing information on client’s fixed and variable annuity to the brokers from different brokerage firms and clients. Processing asset allocation for different funds. Explaining living and death benefit riders to the client and brokers. Researching more complex questions and problems, providing resolution or escalating issues when appropriate. Assisting clients and broker with death claims.

Financial Crime Specialist, Wells Fargo, Charlotte-NC 5/2015- 8/2015

Reviewing and identifying customer transactions to detect/prevent financial crimes activities, policy violations and/or suspicious situations in order to mitigate and/or recover losses. Monitors and reviews more complex account activity and claims requiring research that may involve multiple transaction channels and products. Processing different kinds of chargebacks for fraud and non fraud disputes.

Using a variety of sources for information, including multiple online systems and more complex tools/models. Document research findings and actions on cases for possible referrals for Suspicious Activity, Identity Theft Operations (ITO) and Suspected Financial Abuse

Senior Customer Service & Sales Associate, American Express 5/2013-12/2014

Delivering extraordinary customer care by responding to questions concerning customer accounts for different American Express Products spanning across Consumer segment in a fast paced, structured customer care environment.

Review the disputed claims of American Express card holders and analyze and decide on accepting or rejecting a disputed claim. Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction. Deliver to the employees, customer and shareholder metrics as per goals. Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times. Analyze complex information and make sound decisions.

Operations Specialist -3, Merrill Lynch, Pennington-NJ 2/2012-10/2012

Working in an inbound self-directed brokerage call center environment assisting customers by answering account and trade related questions in their cash management and retirement accounts, performing maintenance on accounts, executing referrals across banking and brokerage lines and assisting with web related questions.

Deliver high quality customer service stressing client focus, product knowledge, and problem resolution. Provide Merrill Edge clients with accurate account information by keeping abreast of procedures. Demonstrate the ability to provide complete and concise explanations to inquiries made via incoming telephone contact. Effectively resolve client questions and research requests while proactively identifying additional needs and opportunities to enhance the client’s relationship.

Provide point of call resolution for problems and account inquiries. Accurately perform money movement and other financial requests as needed by clients and financial service advisors while maintaining a keen focus on client security.

Fraud Operations Specialist, Citibank, Jacksonville, Florida 2/2008 -9/2011

As Fraud Operations Specialist identified acceptable risk behaviors, took early actions to reduce fraud exposure and credit loss. These preventive actions prevented and diminished fraudulent activities, through application of operative technological tools.

Respond to customers via phone or written communications using established procedures defined by the bank. Resolved moderate to complex issues directly with clients or third parties such as off shore call center associates/leads. Directed verification and investigation processes by navigating through multiple processing systems.

SKILLS HIGHLIGHTS

Skill

Level

Last used/Years of Experience

Customer Service

Expert

Currently used/8 years

Call Center Service Operations

Expert

Currently used/8 years

Complaint Handling/Dispute Resolution

Expert

Currently used/8years

Data Entry

Expert

Currently used/8 years

Multiline Phone Use

Expert

Currently used/8 years

MS Office

Expert

Currently used/8 years

EDUCATION

Bachelor’s Degree in Nutrition, Dietetics and Food Service Management

Government College for Women, Chennai, TN, India.

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