Customer Service Representative
Resume:
Deborah Landreville
Waynesville, MO 65583
******************@*****.***
credit card and unsecured lending
Professional Summary
Dedicated and experienced Customer Service Representative with over 10 years of experience in managing customer relationships, resolving issues efficiently, and ensuring customer satisfaction. Proven ability to handle high-pressure situations with a customer-centric focus.
Work Experience
Senior Customer Service Representative
Cognizant Technology Solutions - San Jose, CA
January 2024 to May 2024
Assisted clients and their Financial Advisors in setting up online accounts and managing tax documents.
Troubleshot basic technical issues to ensure a smooth and easy online experience for clients.
Answered inbound calls from internal clients and educated them on account services and capabilities.
Demonstrated strong organizational skills, attention to detail, and excellent follow-up skills in a fast-paced, changing environment.
Proven ability to thoroughly resolve customer inquiries with a superior customer-centric focus.
Customer Service Representative
Citi - Tucson, AZ
October 2016 to October 2023
Senior Customer Service in Credit Cards Department
Responded to inbound client inquiries and assisted with specific service-related requests and concerns.
Provided solutions to client issues through the usage of all available resources under limited supervision.
Identified problem areas and removed obstacles to retain Citi clients.
Assisted with the delivery of a wide range of products and services to Citi clients as required.
Completed assigned tasks in an accurate and timely manner.
Consistently achieved individual and team performance targets.
Appropriately assessed risk when business decisions were made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients, and assets.
Verified transactions with customers and filed fraud reports along with issuance of new cards.
Collaborated with Fraud and Disputes Departments to analyze certain cases.
Determined security issues when updating information and reissuing cards.
Demonstrated empathy and non-bias when speaking to customers and making decisions on accounts.
Filed complaints and identified suspicious patterns in card transactions.
Executed a smooth and seamless customer experience, thriving on creating positive interactions and resolving issues efficiently.
Education
Technical School in Marketing
Waynesville Technical Academy - Waynesville, MO
August 1984 to May 1986
Waynesville Senior High School
Waynesville, MO
Graduated in 1986
Skills
Relationship Management
Salesforce (10+ years)
Risk Management (7 years)
Customer Service (10+ years)
Customer Relationship Management (10+ years)
Pricing (7 years)
Account Management (7 years)
Management (10+ years)
Financial Services (10+ years)
Banking (7 years)
Sales
Typing (10+ years)
Marketing
Organizational Skills
Analysis Skills
Microsoft Word
Assessments
Customer Service — Completed (November 2023)
Identifying and resolving common customer issues
Customer Focus & Orientation — Proficient (October 2021)
Responding to customer situations with sensitivity
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