JOCELYN HERRON

***** ****** **. ******** ****, KS 66213 ad11d1@r.postjobfree.com

913-***-****

PROFESSIONAL SUMMARY

A Customer Service Representative for 10 years. Dedicated in providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients. Dedicated to identifying customer needs and delivering effective solutions to all problems. Excellent time management skills combined with a superior knowledge of the customer service industry. Hardworking and effective team player.

EMPLOYMENT HISTORY

Inbound Fraud Specialist – U.S. Bank May 2022 – Present

Answering incoming calls and providing high quality support to our credit and debit card customers over the phone.

Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on accounts and forwarding fraud & dispute information to the appropriate parties.

Initiating fraud and dispute claims.

Partnering with multiple departments to service fraud and dispute issues.

Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups.

Interpret Case Processing memos and answer card members questions on existing fraud and dispute cases.

Update existing fraud and dispute cases as needed.

Customer Service Representative II – InSync Staffing/UPS Sept 2021 – Mar 2022

Outbound/Inbound calls processing UPS employees Covid-19 emergency paid leave claims.

Processing claims approval.

Assigned to evaluate UPS agents in Manila, Philippines.

Associate at Walmart Supercenter Jan 2021 - Aug 2021

Overland Park KS

•Maintains merchandise presentation by stocking & rotating merchandise.

•Maintains area of responsibility in accordance with company policies by properly handling claims & returns.

•Provides customer service by acknowledging the customer, identifying customer needs, assisting with purchasing decisions, locating merchandise, resolving customer issues & concerns, promoting products & services, maintaining a safe shopping environment, and appropriately representing & supporting company’s mission.

•Completes work assignments & priorities by using policies, data & resources, collaborating with managers, co-workers, customers, and other business partners.

Collections Representative at Concentrix Daksh Services Philippines Mar 2014 to Aug 2019

Quezon City, Philippines

•Collections specialist for KeyBank - US

•Communicated with customers to resolve outstanding payments and develop payment plans.

•Effectively managed approximately 150 outbound and inbound calls daily.

•Reasoned with customers and attempted to negotiate full balance payments.

•Used effective questioning techniques to clarify why debtors were delinquent.

•Handled irate customers smoothly to achieve performance targets.

Customer Service Representative at TeleTech Offshore Investments Jan 2011 to Jun 2013

Quezon City, Philippines

•Customer service agent for Chorus – Telco account, New Zealand

•Provided superior customer service to clients by addressing all questions and concerns, and resolve customer issue efficiently.

•Achieved high customer satisfaction scores by de-escalating complaints quickly.

•Worked under strict deadlines and responded to service requests and emergency callouts.

•Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.

EDUCATION

Graduated Bachelor of Science in Accountancy at National College of Business & Arts

April 1999 Quezon City, Philippines

SKILLS

•Ability to multi-task

•Ability to Work Under Pressure

•Communication Proficiency

•Dedicated team player

•Personal Effectiveness/Credibility

•Basic skills in computer - Excel/PowerPoint/MSWord

REFERENCES

• Available upon request.

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