Customer Service Representative
Resume:
Brinda G Fulton
*********@*****.***
Skills:
Microsoft Word
Microsoft PowerPoint
Microsoft Adobe
Microsoft Excel
Analytical skills & Assessment skills
Education:
Buffalo State College,
Bachelor of Science in Hospitality
Gwinnett Technical College
Criminal Justice/Forensics
Professional Experience
Tennesee Department of Human Services, Nashville TN May 2023- Sept 2023
Customer Service Representative
Provide functional and/or technical support for the resolution of customer problems, incidents, issues, requests, and queries.
Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents.Primary responsibilities are focused on customer contact, not transaction processing.
Answer incoming calls, chats and/or emails conducting outreach phone calls and/or emails
Research information ad outcomes to customers identify and escalate appropriate issues.
Clearly document call information and encounters in call logs
Bakkt, Alpharetta GA Aug 2022-Sept 2022
Customer Service Representative
Helping customers use and receive points for travel through the reward program
Worked as consultant who guide customers throught the complex processes of booking travel using their credit card reward points acquired
Truist Bank, Atlanta GA Nov 2021 – Apr 2022
Customer Service Representative Mortgage Assistant
Provide excellent customer service to clients, internal and external business partners, and vendors, both over the phone and in writing, following the Perfect Client Experience model.
Minimize risk through consistent and accurate application of Bank, investor, insurer, and regulatory guidelines in relation to default processes.
Notify and educate clients of all investor/insurer programs available while informing them of the decision process.
Complete loan research and notations of the servicing file in Mortgage Servicing Platform (MSP) Clairefire, Data Aggrator & ADM systems
Monitor and perform frequent follow-ups with clients to ensure the best execution of the appropriate workout.
Track, resolve, and ensure appropriate handling of client complaints by properly logging them for the appropriate purposes.
Pace Analytical, Peachtree Corners, GA Dec 2019 – Feb 2020
Client Services Courier
Drive company vehicle to deliver or pick up samples/bottle orders to client
Respond to client calls regarding bottle orders, bottle stocking/inventory, bottle drop-offs, and sample pick-up.
Work with client services to fill out bottle orders, and follow through on sample pick-ups or bottle drops that may have come through the Project manager.
CGS INC. Peachtree Corners, GA Jul 2019 – Sep 2019
Technical Support Rep
Apply understanding and knowledge of information systems products and services to assist customers on technical matters.
Recognize research and resolve information systems problems.
Type and enter information into a database while a customer is speaking.
Recognize customer problems that should be escalated to the next level for resolution following established protocols.
Demonstrate quality communication skills and exhibit an elevated level of professionalism with extreme sensitivity to customer satisfaction.
Use courtesy tact and discretion in all communications with customers.
NCourt, Kennesaw, GA Mar 2019 – Apr 2019
Ticket Master Agent
Process court payments for court systems nationally.
Handle inbound calls to process payments and file document requests.
Meet call handling time and take rate metrics monthly.
Ricoh USA (Training), Jacksonville, FL Nov 2019-Nov 2019
While in training, handled a Signiant call volume and number of transactions.
Demonstrate strong active listening & problem solving skills.
Process incoming service and supply customer calls as appropriate. Processes’ customer requests that are received via email, fax, web etc.
Ensures customer needs and requirements are met or exceeded and cooperates with peers and management to achieve company goals.
DXC Technology, Tucker, GA Dec 2018 – Feb 2019
Customer Service Representative
Assisted callers in a fast-paced call center environment.
Basic knowledge of medical billing, claims forms, and dental insurance.
Answered questions regarding member and provider eligibility, and claims processing.
Verizon Wireless, Alpharetta, GA Jul 2017 – Dec 2018
Auditor, Business Finance Operations
Perform audit for military discounts added by indirect stores locations to ensure compliance with Verizon employee discount program.
Research complex processes, system and/or customer issues to analyze business situations and provide recommendations; incorporating both customer and compliance point of view.
Complete over 180 customer audits daily and provide feedback to local indirect store location across the nation.
Complete various transactions utilize systems such as Enterprise Customer Profile Database (ECPD), Work Flow
Manager (WFM), Audit Tool and Automated Customer Support System (ACSS).
Review incoming documents to ensure compliance to documented process and requirements prior to completion.
Contact customers via email and/or outbound call to obtain information or advise status of order/correspondence.
Proactively identify trends and make recommendations to streamline processes and procedures.
Georgia Dept. of Revenue, Atlanta, GA Jan 2017 – Jun 2017
Tax Agent, Tax Services Division
Responded to customer inquiries concerning tax assessments, notices and refunds for multiple tax types while working in Work Flow Management system.
Handled inquiries regarding online state registration requirements.
Performed moderate research of current tax laws and policies and remained abreast of revised policies, procedures, regulations, and tax laws to accurately educate, advise, and direct internal and external customers.
Contacted taxpayers by mail or telephone to address discrepancies and to request supporting documentation.
Validated tax forms to ensure that names, taxpayer identification numbers and computations are meet the Internal
Revenue (IRS) standards.
Reviewed filed tax returns to determine whether claimed tax credits and deductions comply with regulations for each taxpayer classification.
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