Customer Service Support
Resume:
MARVIN SMITH
Sacramento, CA 95834
ad1ce1@r.postjobfree.com
OBJECTIVE:
To work at an organization where I can utilize my skills and abilities to benefit my employer and provide professional customer service to others.
PROFESSIONAL EXPERIENCE:
Customer Support Fraud Specialist I — The Gap Inc. - Rocklin, CA
May 2019 to Present
I fielded inbound calls from internal and external customers. Managed order reviews, customer issues and de-escalated customers. Placed outbound calls to customers for verification of billing information. I also became an expert on brand policies and procedures in order to provide accurate information to both internal and external customers.
•Research and resolve (clear, cancel, customer/bank follow-up) orders utilizing fraud tools.
•Make and receive outbound/inbound customer phone calls to limit fraud. Resolve customer issues while following the department guidelines for verification and goals set for chargebacks.
•Work in a PC environment using an order entry system for order review, fraud review and order entry, and an email management system.
•Successfully de-escalate customer issues while remaining empathetic in tone and demeanor. Acting as a customer advocate by resolving complex customer concerns in an accurate and timely fashion.
•Effectively communicate with banks and credit card companies and consistently maintain a high level of accuracy in noting customers’ orders and correspondence via email. Helping the customer service team take phone calls during periods of high call volume.
Central Services Clerk II — West America Bank - Fairfield, CA
August 2018 to May 2019
Provide troubleshooting and technical support to our Internet & Mobile Banking and eStatement customers. This position requires heavy telephone Customer and Branch contact and data entry. I have the ability to troubleshoot customer issues with online banking applications, Star Connect Plus, Onsite Banker Plus and eStatements. I am be able to navigate the Internet, have excellent customer service, communication and organizational skills.
Technical Service Specialist — Wells Fargo Bank Concord, CA
May 2000 - Dec 2017
Documents and solves basic problems regarding business applications, hardware, and software. Records inquiries, repair and service requests, and resolves or directs request to appropriate technical area or vendor. Tracks status and follow up to ensure client satisfaction. Follows established guidelines, responds to telephone inquiries concerning support, processing or request procedures, systems status, and network connectivity.
EDUCATION
— Basic Emergency Dispatcher Course – Napa Valley College Napa, CA
•Certificate of Completion
— Sheppard Technical Center
•Certificate in Jet Engine Maintenance Wichita Falls, TX
— Military Leadership School Castle AFB, CA
•Certificate of Completion
— New Augusta High School New Augusta, MS
•High School Diploma
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