Customer Service Remote
Resume:
Chanette S. Young
Aurora, IL 60502
********.*****@*****.***
PROFESSIONAL SUMMARY
Detail-oriented professional with leadership skills, clerical skills and customer service skills. Team player who is reliable and adaptable to dynamic environments.
WORK HISTORY
12/2021-present U.S. Bank, Customer Service Representative Naperville, IL
Provide splendid customer services to customers in a friendly and courteous manner at all times
Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly
Improve customers’ banking experience with the bank by ensuring that the customers are attended to promptly and all their challenges are resolved without delay
Ensure that all the bank’s policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties
Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction
Continuously update skill by participating in professional trainings, go for courses as instructed by management and be willing to contribute acquired knowledge to the development of the back
05/2019-03/2021 JP Morgan Chase, Fraud Specialist I Elgin, IL
Effectively managed a high volume of inbound calls from card members who had unrecognized activity on their account
Made outbound calls to card members to alert them about potentially fraudulent activity
Using effective communication and listening skills to determine if transactions are fraud/using my judgement to determine the next course of action
Managed monthly call/scheduled adherence monthly goals
Used interpersonal skills to assist card members with the fraud process
08/2015-05/2019 Geek Squad Client Care Case Manager, Best Buy Logistics Woodridge, IL
Researches, resolves and performs root cause analysis for Delivery and Installation Customer escalations relating to issues such as damage, scheduling and other product issues/problems.
Develop root cause analysis on every escalation to be able to support process improvement teams and solve issues long term.
Partner with relevant business partners to resolve escalations within service level agreement time frames.
Responsible for end to end completion of escalation within their queue and daily management of escalation queues.
Responsible for coordinating client communication for product and service delays.
Single point of contact for customers and/or field partners with escalations within individual queues.
Communication through updated case notes in all required systems (Breeze, OMS, FMS) that are clear and concise, updated appropriately.
Collects insights and provides feedback to leadership team and business partners to facilitate continuous improvement in operational effectiveness and the customer experience.
Responsible for coordinating efforts and communication for customers and field partners to resolve escalations.
Employing multiple Best Buy systems (Breeze, OMS, ETK, SOP, STAR/NOVA, FMS) to effectively and efficiently resolve escalations
EDUCATION
08/1999–06/2003 Diploma:
Manley Career Academy-Chicago, IL
09/2003–09/2004 Medical Office Assistant Certificate
The College of Office Technology, Chicago, IL
oMedical Manager (Computerized Patient Database)
oMedical Law & Ethics
oAnatomy & Physiology I & II
oInsurance Billing/ICD-9 & CPT Coding
oBusiness Communications
03/2010-09/2012 N/A: Business/Accounting AAB
Colorado Technical University, Chicago, IL
oContemporary Business Communication
oSkills for Learning in an Info Age
oEffective Essay Writing
oCritical Thinking
oFoundations of Business
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