Customer Service Part-Time

Santina Wilson

**** *. ****** ** ********, AZ ***24 602-***-**** ***************@*****.***

Objective

Seeking a position in a secure field in order to advance my world-class customer service, management and relationship building skills.

Experience/Skills

Cashier and Concession stand worker Cactus Yards through Instawork Gilbert, AZ March 2023 to Current (Part-Time)

●Cashier and using POS system.

●Stocking of products and keeping them stocked through out the day.

●Ice monitoring and making sure ice is full.

●Lobby clean-up and taking out the trash.

●Pouring beer and handing out food.

●Expo food from kitchen and make sure correct customer gets the correct order.

Commercial Account Manager II ADESA/CARVANA Phoenix, AZ July 2023 to Current

●Assist with account and customer assignments coordinating car registration for weekly auction.

●Auction operations- Block clerking and assisting auctioneer assigned.

●Organizing and monitoring client vehicle keys spreadsheet and plates in order to find in a timely manner.

Fraud Specialist Bank of America Phoenix, AZ May 2022 to Current

●Review customer accounts for check deposits and analyze account transaction activity along with check deposited.

●Verify checks deposited by outbound call and associated investigation of company/individuals that issued the check, outbound contact of financial institutions to verify funds are available to cover check deposit.

●Analysis of customer spending habits and account activity to identify fraud trends. Responsible for closing risky accounts and notifying clients of returned items. Educating clients about fraud trends and deposit account policy.

Hotline Support Intermediate Associate Adult Protection Services, State of Arizona, Department of Economic Security July 2021 to May 2022

●Receive calls from automated inbound call system, complete report intake interview, which includes general and law enforcement call lines as well as internet reports for suspected allegations reports of abuse, neglect, self-neglect and/or exploitation of vulnerable adults.

●Responsible for determining which allegations meet mandated legal and state policy requirements for an investigation through a comprehensive intake interview.

●Writes and data entry input of reports into APS database system then creates investigation, if criteria is met.

Inbound Dock Warehouse Amazon March 2021 to July 2021

●Receive continuous pallets of packages and prep for transportation/shipping in a fast-paced environment.

●Completing prep for pallets by gathering shipping/location stickers and placing correctly on each package that requires.

●Maintain alertness regarding safety procedures and proper lifting techniques, constant physical labor of 50 lbs or more.

●Unloading truck shipments for sending to prep and pre-sort.

●Identify possible process improvements regarding employee motivation.

Escalation Supervisor Target.com October 2018 to April 2019

●Received inbound Target.com calls as level 2 due to customer satisfaction. Required problem solving and de-escalation of customer issues, shipping mishaps and over-all online shopping experience.

●Coordinated with USPS, FED-Ex and UPS. Along with other Target locations to deliver orders within customer expectations.

●Offered compensation and gift cards to assist with customer online shopping experience.

Mortgage Relationship Coordinator JPMorgan Chase April 2015 to July 2016

●Assisting customers going through financial hardship with foreclosure alternative options, discussing current financial status and the mortgage assistance application process.

●Collected required documents from customers for the underwriting process. Ensure details of documents are within specific parameters.

●Exceeded production goals set by business needs.

Fulfillment supervisor first advantage April 2012 to September 2014

●Trained, developed and counseled employees to develop a high performing team. Enforced center and department policies to my team and the center as a whole to complete quality background screenings.

●Assisted with the development of the call center's operations, quality and training processes.

●Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.

●Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.

●Led regular stand-up meetings, events and continuous improvement projects with measurable goals.

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