Service Representative Customer

SHAMSO A. MOHAMED

**************@*****.*** +1-629-***-**** Clarksville, TN

PROFESSIONAL EXPERIENCE

SS&C Remote

Lead Investors Service Representative 01/2023 - Current

● Led a team of 10 Investor Service Representatives, providing guidance and support to ensure high-quality service. Implemented training programs that improved team performance.

● Responded promptly to inquiries from clients regarding their investments or portfolio performance. Handled an average of 100 client inquiries daily, ensuring a 98% satisfaction rate.

● Utilized financial software and CRM systems to manage investor accounts and update information in real-time. Improved data integrity by 20% through meticulous record-keeping and data verification.

● Educated investors on financial products and services, providing guidance on investment strategies and portfolio management. Conducted informational sessions that increased product adoption by 55%.

● Researched and responded to over 500+ inquiries from customers related to their retirement accounts. Provided timely and accurate information, enhancing customer trust and retention. TTEC Remote

Healthcare Customer Service Representative 10/2022 - 01/2023

● Managed customer inquiries through telephone, email, and social media interfaces. Responded to an average of 50 inquiries daily, ensuring timely and accurate information was provided.

● Assisted in checking patients' insurance eligibility prior to their appointments. Verified insurance details for over 100 patients weekly, reducing appointment cancellations by 23%.

● Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisors. Resolved 85% of customer issues on the first contact, improving overall customer satisfaction.

● Documented and managed patient information in the computer system. Maintained a 98% accuracy rate in patient records, ensuring up-to-date and precise information.

CBE Companies Clarksville, TN

Fraud Representative 06/2022 - 10/2022

● Analyzed account processes and transactions to identify undetected frauds and correlated activities. Identified and reported 50 previously undetected fraud cases, enhancing overall security measures.

● Investigated, identified, and deterred fraudulent activity. Successfully identified and prevented over 200 fraudulent transactions, reducing fraud loss by 15%.

● Monitored for trends to proactively identify characteristics of “good” vs. “fraudulent” orders. Developed trend analysis reports that improved detection accuracy by 30%.

● Assessed available information via multiple internal and external tools to achieve proper Fraud/Not Fraud decisions. Utilized advanced analytics to increase decision accuracy by 25%.

Burlington Stores Nashville, TN

Seasonal Sales Manager 11/2019 - 01/2020

● Facilitated floor moves, merchandising, and display maintenance. Maintained an organized and visually appealing store environment, boosting sales by 10% during seasonal promotions.

● Executed various tasks as assigned by the General manager. Adapted to different roles and responsibilities, contributing to a 20% increase in team productivity.

● Guided customers in locating merchandise when needed. Provided excellent customer service, resulting in a 15% increase in customer satisfaction scores.

EDUCATION

Nashville State Community College Nashville, TN

Associate of Science in Psychology GPA: 3.8 / 4.0 Graduation Date: 2024 SKILLS

Communication Skills, Attention to Detail, Analytical Thinking, Compliance protocol, Interpersonal Skills, Adaptability, Data Integrity & Analysis

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