Customer Service Data Entry

Wilshara Malphus

Professional Summary

Facilitate positive experiences through high-quality customer care and prompt resolution of complaints and issues. Skilled in listening to clients, meeting productivity targets and maintaining current knowledge of company offerings. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency.

Work History

JPMorgan Chase - Client Service Collection Specialist Lead

Tampa, FL

10/2019 - Current

●Researched accounts and completed due diligence to resolve collection problems by Negotiated to collect balance in full.

●Achieved performance goals on a consistent basis.

●Reviewed collection reports to determine status of collections and amounts of outstanding balances.

●Handled high volume of calls pertaining to reconciliation of delinquent accounts.

●Provide options and find solutions to help customers.

JPMorgan Chase - Client Migration Specialist

Tampa, FL

05/2019 - 10/2019

●Execution of key initiative and support and customer service tasks.

●Collaborate with sales agents, management, and colleagues to

identify and execute the most efficient and effective resolution to

issues.

●Answer customer service phone calls and provide consultative

problem resolution in a customer-centric, pleasant and professional

manners.

●Migrating rol clients to cbo.

Malphus & Son - Human Resources/Recruiter

08/2018 - 03/2019

●Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.

●Supported management in developing and implementing personnel policies and procedures.

●Created and implemented forward-thinking initiatives to improve employee engagement.

●Boosted customer satisfaction ratings by resolving issues for speedy resolution.

HealthPlan Services - Lead Customer Service Agent-Tier 1 & 2

Tampa, FL

05/2018 - 08/2018

●Trained and mentored new team members to strengthen performance and job expertise.

●Helped agent teammates handle incoming calls and managed escalated needs with targeted resolutions.

●Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

●Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.

H2 Insight - Remote Customer Service Specialist

11/2017 - 01/2018

●Explained product prices and packages as well as answered questions and addressed concerns of customers.

●Opened new Insurance Policies and documented personal, demographic and payment information in the system.

●Performed cold calling and outreach to build a sales pipeline.

Email:**********@*****.***

Cell:813-***-****

Tampa, FL 33610

Skills

●Customer service

●Team building

●Quality Assurance

●Priority management

●Payment Processing

●Data Entry

●MS Office, Word, Excel, Outlook

●Recruitment

●Customer service and engagement

●Interpersonal and client communications

●Conflict resolution

●Multitasking abilities

●Training and mentoring

●Operations management

●Leadership

Education

2012

Hillsborough High School

Tampa, FL

High School Diploma

2019

Bethune - Cookman University

Daytona Beach, FL

Bachelor of Arts

.

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