Customer Service Representative

Virginia Freeman

**** ********* *****, *** ****, Forest Park, GA 30297 770-***-**** ***********@*****.***

Financial Account Professional

Motivated and results-focused professional with experience delivering top-rated client services and business development goals within high-energy financial and investment venues. Talent in customer consultation regarding strategic financial solutions with ability to build rapport that enhances clientele loyalty. Seek to benefit financial organization through creative process improvements, team building measures, and confidential customer service.

Areas of Expertise

Communication Skills

Record-keeping Skills

Computer Skills

Process Improvements

Expert Customer Service

Word Processing

Regulation Compliance

Training Facilitation

Team Leadership

PROFESSIONAL EXPERIENCE

Customers Bank, New Haven, CT 2013 - 2016

RESOLUTION SPECIALIST

Fielded inbound telephone calls from students, university staff, and account holders regarding financial aid refunds. Delivered front-facing customer service to cardholders concerned about identity theft, credit card fraud, and compromised accounts. Educated clients in new account opening processes, debit and credit card usage, and spending limits. Procured updated customer information in relation to unauthorized activity and claims processing. Remained up-to-date and in compliance with regulation requirements through attendance at meetings and scheduled courses.

Key Projects:

Promoted to Resolution Specialist position following successful completion of Claims & Identity Theft coursework and one year of exemplary performance as a Customer Service Representative.

Swiftly learned and assimilated proficiencies of Resolution Specialist position ensuring compliance to all established regulations and rules.

Vanguard Group, Malvern, PA 1999 - 2012

CLIENT RELATIONSHIP REPRESENTATIVE

Delivered customer-centric financial investment and account support services to clients to include processing and opening new accounts, processing 401Ks retirement accounts, loans, and termination paperwork and investing in retirement mutual funds. Facilitated money movement transfers between institutions for private investors. Regularly communicated with clients throughout issue resolution procedures. Held responsible for monitoring and updating applicable systems and upholding associate and client contact. Facilitated cross-training and mentoring to tenured and new associates. Delivered technical expertise to department team members. Participated in implementation of special projects and training involving policy change management and SEC requirements.

Key Projects:

Successfully completed class-based coursework in Mutual Fund processes.

Recognized for original process improvement implementation regarding check image enhancements that aligned all required information on one side reducing workflow processes.

Presented Six Sigma and departmental operational process information to upper-level management.

Established solid record of achievement advancing from processing associate position to Brokerage Department tasked with oversight of individual client accounts and financial investments.

Received three awards through Broken Windows initiative for process improvement accomplishments.

Awarded for Service Excellence for consistently maintaining 100% quality and production goals and received recognition award for employee loyalty and longevity.

EDUCATION & CERTIFICATIONS

Bachelor of Arts in Administration University of Phoenix, King of Prussia, PA

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