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Customer Service Representative

Richmond, Virginia, United States
October 21, 2016

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Andrea B. Grant

Telephone: *** -***-**** Email:

Professional Summary

10+ years’ experience in the Customer Service industry including experience in Retail, Finance, Banking, and Insurance industries

Committed to providing outstanding customer service as well as conduct all interaction in a professional manner

Adept in working well within a team as well as independently to achieve the company’s mission

Demonstrated excellent verbal communication and writing skills with both internal and external customers

Computer Proficiency: Microsoft Office (Word, Access) as well as other software programs Certificates and Trainings

Fair Debt Collections Practice Act

Gramm-Leach Act

Bank Securities Act

Role based Compliance

Diamond Club

Career Readiness Workshops



Work Experience

Administrative Assistant/Front Desk April 2015 – June 2015 Ameriprise Financial, Richmond, Virginia

Responsible for providing administrative and clerical services in order to ensure effective and efficient operations.

First Point of Contact.

Received incoming calls, answered client questions and referred to appropriate advisor or took messages.

Set up appointments.

Filed and retrieved company documents, records and reports.

Greeted clients and visitors and determined whether they should be given access to specific individuals.

Preformed clerical duties, basic Microsoft office, scanning, filing, mailings, etc.

Opened, sorted, and distributed incoming correspondence, including faxes and mail.

Demonstrated the ability to handle information that needed to remain confidential. Collections Specialist May 2013 – November 2014

Allied International Credit - United Service Automobile Association (USAA), Richmond, Virginia

● Private agency servicing the military served as First party collections agent to bring customer accounts up to date

● Adhered to company policies with account collections which resulted in 100% customer resolution without escalation; Resolved outstanding credit card accounts

● Identified as a leader when interacting with the elderly and military families

● Served as a mentor for new representatives in both side by side training and the “Miranda Act” Customer Service Coordinator January 2009 – January 2013 Capital One, Glen Allen, Virginia

● Served in various positions in the following departments: Retention, Consultative Sales, Disputes, High Value Servicing, General Correspondence, and Multi Product.

● Assisted customers with credit card accounts and transactions as well as assisted customers who had more than one relationship with the bank (Agent to Agent)

● Skilled in providing customer education regarding credit card rewards and other card benefits

● Recognized for to de-escalate customers in distress while achieving a positive outcomes

● Served as Subject Matter Expert (SME) regarding the information on the Service Member’s Civil Relief Act; Transitioned a team specifically to support the (SCRA) program Customer Service Representative November 2006 – December 2008 Target Stores, Richmond, Virginia

● Demonstrated customer service skills by possessing full knowledge of company policies and products

● Helped customers with rain checks and locating merchandise within the store

● Provided customers with company promotions and helped with maintaining the appearance of store daily

● Assisted customers at check out with speed and accuracy Client Service Representative July 2005 – February 2008 Town Bank Westfield, New Jersey

● Manage a variety of tasks including providing excellent customer service in all customer interactions, while maintaining ethics, integrity, and embracing diversity

● Highly skilled in receiving and processing bank transactions, including checking and savings account withdrawals and deposits; Set up and trained new tellers and balanced allocated cash drawers

● Assisted with openings of new bank branches in the New Jersey area

● Proven record of maintaining and verifying paper trail of all bank transaction daily using various bank software

● Opened new accounts and assisted business customers with commercial money orders

● Conducted weekly vault audit and proofed ATM transactions daily; Ordered and shipped money as needed Mortgage Processor June 2002 – July 2005

90 East Communications Raritan, New Jersey

Bank Teller March 2002 – October 2004

Wachovia Bank, NA, Cranford, New Jersey

Financial Service Representative January 2000 – January 2002 Bank of New York So. Plainfield, New Jersey

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