Customer Service Rep
Resume:
Rentia Lewis
Kansas City, MO *****
*********@*****.***
Reliable and accountable professional demonstrating high level of ownership and initiative. Quick and effective at decision-making and learning skills while maintaining excellent customer service throughout management experience. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Authorized to work in the US for any employer
Work Experience
Medicare Specialist
Spring Venture Group-Kansas City, MO
August 2021 to Present
On the phone talking Selling Medicare insurance on the plans Customer Service Rep II
U.S. Bank-Overland Park, KS
May 2017 to Present
Inputted all information regarding fraud investigations into detailed reports that were submitted to clients.
Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Notified customers when fraudulent activity was detected in an effort to reduce impact. Utilized effective interpersonal and active listening skills during interviews with witnesses regarding fraud cases.
Identified fraud patterns and anomalies through analysis of large quantities of data. Educated customers on product and service offerings. Requested financial documents from customers.
Store Manager
Titlemax Title Loans-Independence, MO
September 2016 to April 2018
Received, recorded, and banked cash, checks, and vouchers as well as reconciled records of bank transactions.
Prepared month-end closing entries for detailed reporting and record keeping. Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk. Partnered with customers by using effective communication skills to boost payment process. Reviewed customer financial data to ascertain level of risk involved for extending credit. Executed accounts receivable reporting enhancements and reconciliation procedures. Updated customer accounts with interactions, payments and personal information. Performed debit, credit and total accounts on computer spreadsheets/databases, using specialized accounting software.
Performed research and due diligence to resolve issues in timely manner. Placed customer accounts on hold when payments were past due. Completed administrative tasks such as record keeping, writing correspondence and gathering materials.
Utilized prescribed scripts and friendly but firm attitude with full knowledge of contractual requirements and legal remedies.
Collected and organized all loan documents for underwriting. Maintained confidential information, such as pay rates, bonus targets and pay grades. Supported department staff by performing wide range of clerical and administrative tasks. Investigated and resolved discrepancies in monthly bank accounts. Assistant Manager
Pickleman's Gourmet Cafe-Kansas City, MO
June 2014 to August 2016
Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel. Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
Enforced company policies and procedures to strengthen operational standards across departments. Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
Cultivated customer loyalty by training team members in industry-leading service standards. Produced monthly sales and performance reports, supporting operational planning and strategic decision making.
Coached and mentored employees by delivering training, guidance and performance monitoring.
Evaluated employee performance and developed improvement plans. Organized schedules, workflows and shift coverage to meet expected business demands. Supported sales management to optimize business development. Assistant Store Manager
Pizza Hut-Kansas City, MO
February 2013 to June 2014
Helped team members deliver polite and positive service to every customer by closely monitoring behaviors and offering constructive guidance. Recruited, interviewed and hired individuals demonstrating passion, dedication and added value to team.
Assisted in overall day-to-day operations of store including continuous development of effective store associates to achieve desired sales and results. Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
Assessed, optimized and elevated operations to target current and expected demands. Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
Conducted analysis to address productivity and employee needs which resulted in improved employee morale.
Implemented merchandising plans to drive profitability, collaborating with visual merchandising team to develop strategy.
Ensured proper organization of store, responded to customer complaints and answered questions quickly.
Processed credit and debit card payments and returned proper change for cash purchases. Mentored team on effective upselling and cross-selling techniques. Minimized waste through expense tracking and effective cost control strategies. Performed daily activities in timely manner, including managing housekeeping and inventory needs of store.
Completed frequent walk-throughs and directed team members to correct any issues impacting store appearance or professionalism.
Education
Associate of Arts in Criminal Justice
ITT Technical College - Kansas City, MO
2013
High school diploma or GED in grammer
Kansas City Job Corps - Kansas City, MO
September 2002 to October 2003
Skills
• Records maintenance (10+ years)
• Fraud patterns (3 years)
• Leadership development (10+ years)
• Detail-oriented
• MS Office proficient (5 years)
• Report writing (10+ years)
• Resolution-oriented (10+ years)
• Data analytics (6 years)
• Business development understanding (6 years)
• Order processing (10+ years)
• Project management abilities (6 years)
• Team leadership (10+ years)
• Risk level determination (10+ years)
• Office administration (8 years)
• Account information review (8 years)
• Personnel training and development (10+ years)
• Title Processing (4 years)
• Troubleshooting (7 years)
• Customer Service (10+ years)
• Upselling (10+ years)
• Sales Support (10+ years)
• Account Management
• Proofreading
• Management (10+ years)
• Sales Management
• Employee Evaluation (10+ years)
• Underwriting
• Payroll
• Databases
• Accounts Payable
• Cdl class E (3 years)
• Microsoft Outlook
• Salesforce
• Accounting Software
• Financial Report Writing
• Accounts Receivable
• Research
• CDL Class E (4 years)
• Computer Networking
• Quality Assurance
• QuickBooks
• Supervising experience
• Driving
• Transportation / Driver (7 years)
Certifications and Licenses
CMT
September 2015 to March 2017
Certified Medication Aide
CNA
April 2002
Certified NursesAide
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