Customer Service Center Representative
Resume:
Anastasia El Bey
I believe in hard work, dedication and consistency
Charlotte, NC 28273
********@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Contact Center Representative
TD Bank - Remote
September 2023 to Present
• Displays positive, professional tone, exhibit empathy when required and provides a Legendary Customer Experience
• Takes ownership of Customer concerns and resolve Customer issues at first point of contact
• Ensures necessary due diligence is taken to support the accuracy of all Customer transactions
• Arrives on-time and log-in ready to receive/make Customer calls as scheduled throughout the shift
• Identifies and refers high value or potential Customers to the appropriate personnel
• Provides courteous, efficient, and professional Customer service to ensure inquiries, problems and issues are resolved promptly and effectively under all conditions
• Engages Customers / partners in service conversation to understand and meet their current and future products and service needs by providing them with information / guidance
• Offers sound product knowledge as it relates to their respective business area
• Ensures Customer/partner problems are handled appropriately the first time, escalating issues when necessary
• Completes a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
• May facilitate cross-sell opportunities and/or refer Customers/partners to internal Bank partners
• Supports Customer needs and determine solutions to Customer problems, particularly as it relates to digital banking products and services
• Supports the achievement of business objectives by supporting service goals
• Understands and applies operating policies and procedures
• Contributes to business objectives for Operational Excellence
• Supports the timely and accurate completion of business processes and procedures
• Escalates non-standard or high-risk transactions / activities as necessary
• Supports and participates in process improvement opportunities
• Ensures necessary due diligence to support the accuracy of all Customer transactions / activities
• Be knowledgeable of and comply with Bank Code of Conduct
• Participates fully as a member of the team, promote team effectiveness and contribute to a positive work environment
• Supports the team by continuously developing knowledge in own area
• Participates in personal performance management and development activities, including cross training within own team
• Keeps others informed and up-to-date about all relevant or useful information related to day-to-day activities
• Contributes to a fair, positive and equitable environment that supports a diverse workforce
• Acts as a brand champion for your business area/function and the bank, both internally and/or externally
Mail Clerk/lock box( seasonal)
Integra Staffing Inc. - Charlotte, NC
January 2012 to Present
Verify all the tax information through sorting different tax forms, from past and present tax returns to process through the IRS.
Customer Care Specialist
Duke Energy
May 2022 to May 2023
Assist business partners in the Midwest district (Ohio,Kentucky&Indiana) some NC, SC & Fl calls report outages and payments; residential complex billing/payments, services moves in/out or transfer, offer products/services, online support, report outages, electrical & gas troubles. consumer & Small business customer service
Sykes Work from Home
November 2020 to March 2022
Providing service for Bank of America clients within consumer deposit sector for Personal and Small Business accounts.
• Coordinate with clients and acquire all information and resolve issue effectively.
• Provide professional assistance to all clients issues and ensure confidentiality of all client information. Customer experience associate I Work from home
Conduent- Remotely - Charlotte, NC
September 2019 to December 2021
Technical support Tier I-Under minimal supervision and guidance, provides technological support by investigating and resolving issues reported by internal and external clients. Effectively demonstrates customer care principals in all interactions.
Financial Crimes Specialist II
Wells Fargo - Charlotte, NC
November 2018 to September 2019
* Access sensitive customer account information, review, verifies and/or identifies customer transactions to determine if there have been financial crimes activities, policy violations and suspicious situations in order to mitigate and/or recover losses. ;
* Process claims in adherence with the banks Regulation E requirements. ;
* Review moderate to complex account activity which requires research that may involve multiple transaction channels. ;
* Uses a variety of sources for information, including online systems and tools/models. ;
* May perform general account handling functions. ;
* May contact customers and/or vendors to validate transactions Customer Resource Specialists I
Republic Services - Charlotte, NC
February 2018 to September 2018
Take inbound/outbound calls responding to customer calls, inquiries, requests and complaints, which may require research and investigation to reach resolution; and delivers superior customer service in a prompt, respectful and courteous manner to ensure customer concerns are resolved. ASEP -Substitute Assistant PT
CMS-Cotswold elementary school - Charlotte, NC
April 2018 to June 2018
Performs a variety of tasks designed to gain knowledge of rules and regulations, record keeping, and management of the CMS After School Enrichment Program from an experienced Site Coordinator. Persons in this position will be given short-term assignments to gain practical experience in applying the procedures learned during the training program. Assignments will vary in location and length of time. Incumbents in this class serve under training conditions while acquiring the necessary skills and knowledge for promotion to Site Coordinator.
Customer Service Support Rep II
GM-Onstar:Convergys - Charlotte, NC
March 2013 to June 2018
Specially trained in providing Emergency medical dispatch instruction when handle in-vehicle emergency calls involving automatic crash notifications, airbag deployments, unlocks (pet or child in vehicle), medical emergencies, and Good Samaritan calls.
Guest Service Representative ( Seasonal )
Time warner cable arena - Charlotte, NC
June 2012 to October 2016
Provide customer service to guest by checking tickets, give direction to designated areas, make sure areas safe and maintain crowd control.
Cashier
Harris Teeter - Charlotte, NC
September 2015 to September 2016
Assist customers by locating products and services within the store, read UPC codes to identify items, block selves, process cash, check, and debit/credit transactions. Guest Relations( Seasonal )
Bank of America stadium - Charlotte, NC
June 2012 to August 2016
Provide customer service to guest by checking tickets, give direction to designated areas, make sure areas safe and maintain crowd control.
Customer Care Assistant-Retention
Xerox Business Services, LLC - Charlotte, NC
February 2016 to May 2016
Take inbound/outbound calls, responds to telephone inquires in references to basic troubleshooting of smart devices, billing/payments, sales while providing the appropriate options for resolution in a timely manner.
Customer Service Representative (Contractor)
Kelly Services - Charlotte, NC
May 2015 to August 2015
Taking inbound calls in order to assist customers in processing credit card applications. This candidate will review eligibility, prepare correspondence, complete applications, confirm customer information, and fulfill customer needs to ensure customer satisfaction Cashier/Customer Service
Walmart - Charlotte, NC
February 2010 to December 2011
Assist customers by locating items and services within the store, read UPC codes to identify items, block selves, process cash, checks, debit/credit, and WIC vouchers. Education
Bachelors in Psychology/applied behavior analysis
Capella University
October 2022 to Present
Bachelor's in Science of Accounting
Strayer University - Charlotte, NC
September 2018 to Present
Associate in Accounting
Strayer University - Charlotte, NC
July 2016 to September 2018
Skills
• Sorter, switchboard up to 20lines, dispatcher, read maps, cash register,UScan, customer service, inbound/outbound, read upc codes, stock shelves, microsoft applications, outlook,Salesforce, payment processor, detail oriented, Quickbooks, kronos, calibrio, oracle, genesys,SAS, HOGAN, OIB, Workday, Prevent (10+ years)
• Guest Relations Experience
• Microsoft SharePoint
• Administrative experience
• Customer service
• Upselling
• Communication skills
• English
• Data entry
• SAP (2 years)
• Sales
• Warehouse experience
• Organizational skills
• Load & unload
• Shipping & receiving
• Filing
Links
https://www.linkedin.com/in/anastasia-el-bey-58104858 Assessments
Call center customer service — Proficient
March 2022
Demonstrating customer service skills in a call center setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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