Customer Service Representative

JULIE HARRIS

**** ****** ****** ******, ** ***** 404-***-**** **************@*****.***

OBJECTIVE: Capable of working with all levels of management, administration, receptionist, customer service, accounting, sales and general public, both under pressure and against deadlines, with the ability to take charge of critical situations and deliver profitable results.

SUMMARY OF QUALIFICATIONS:

Proficient in meeting/exceeding sales

Windows 7 and above

Written Communication and superior communication skills

Strong decision-making ability

Power Point, MS Excel

Ability to navigate multiple computer systems while interacting with the customer

Ability to prioritize and remain focused on the resolution of an issue

Transcription, ability to establish and maintain working relationships with clients

Experience with telephone sales techniques specifically with cross selling traditional marketing, digital marketing

Experience working in a team environment

Experience in handling confidential paperwork

Ability to achieve high standards of quality and productivity

Good customer- relations background

Goal oriented with ambition to meet daily production quotas Types 55 wpm

Hands on Orientation, dependable, honest, hardworking, good work ethic, willing to learn new skills

WORK EXPERIENCE:

Bank of America Kennesaw, GA

Fraud Analyst II May 2016 to Present

Handle escalated customer situations regarding possible fraudulent account activity, complete inbound and outbound calls and take appropriate action based on complex transaction characteristics or account changes. Perform functions related to research and resolution of fraudulent activity and service support. Sole ownership of decision making based on judgment and research while following established procedures and guidelines. Engaging of leveraging multiple systems/tools. As well as delivering practical and innovative solutions to customers/clients while focusing on retention and re-establishing customer's confidence.

Bank of America Kennesaw, GA

Retention Sales Specialist / Business Leader Mentor September 2013 to May2016 Provide outstanding customer service across all boards. Deliver self-control while managing incoming calls from credit card customers willing to close accounts. Develop a rapport with customers to broaden existing relationships with Bank of America. Handle ninety-five percent call volumes with customers while performing optimizing sales opportunities on each call, soliciting balance transfers from within the company as well as competitors, soliciting cash deposits into checking accounts and offering additional credit card products and services. Utilize negotiation and decision-making skills to determine the most appropriate solicitation for each customer while minimizing fraud and maintaining customer satisfaction, achieve monthly sales goals and maintain minimum call standards.

West at Home Work from Home Customer Service Representative September 2012 to October 2015

Handle inbound calls providing outsourced customer service to client companies spanning in many different industries. Provide prompt, accurate, and friendly customer service. Service can include responding to inquiries regarding products shown on infomercials. As well as process credit card payments establish new credit card accounts, upsell, cross sell merchandise, input, track and report customer issues. Provide excellent technical support, basic troubleshooting, and programming, equipment to ensure problems are solved quickly in timely manner, maintaining first call resolution at 80% or above. All while maintaining a secure virtual call center in a quite work environment.

nCourt Woodstock, GA

Accounting Assistant / Customer Service January 2008 to August 2012

Serve as first point of contact for transactional/court payment issues from other nCourt departments. Goal is to resolve 85+% of these issues without assistance from other members of the accounting team. Identify sources of imbalance and correct quickly and accurately. Document all work accurately and completely and prepare periodic reports. Work with credit card processors, other duties as assigned by manager’s process refunds, reversals, and apply to QuickBooks. Research personal data for all issues throughout company, event planner, basic filing. Provide customer service to citation holders calling in to make government payments.

Liberty Tax Services Mableton, GA

Receptionist / Tax Preparer January 2012 to April 2012

First point of contact, greet and assist customers with calculating, preparing and issuing tax-related documents. Such as inventory reports, financial statements, bills, and invoices to higher management. Prepare simple and complex tax returns for small business firms and for individuals. Handle the tasks of preparing cost statements and reports. Verify and reconcile transactions like payroll, invoices, accounts payable, receivable, and checks in the computer. Set appointments to consults clients to obtain information on deductible expenses, taxable income, and allowances. Review financial records, income statements and expenditure documents.

Kinetix Temp. Services Atlanta, GA

Customer Service/ Receptionist February 2006 to January 2008

Provide assistance to clients as needed, which includes answering phones, taking messages, basic filing, MS Excel, inventory, taking orders, and shipping to customer locations. Assignments provided with great work history.

PRG Schultz Atlanta, GA

Image Specialist December 2006 to November 2008

Secured and handled over two hundred confidential documents requiring credit card statements, and credit card numbers. Scanned and recorded information in data base with the accurate date, and amount of purchase for auditing purposes.

EDUCATION:

Mahoning Joint Vocational Canfield, OH

Data Processing 1999

Campbell Memorial High School Campbell, OH

Diploma 1999

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