Service Representative Support

Areas of Expertise

US Air Force Veteran, Avionics Systems Analyst 20+ years Managerial and Customer-Service/Call-Center Experience Conflict Resolution Data Trends Report Analysis Microsoft Office Suite Organized Problem Solver Motivated Deadline-Oriented Team player

Professional Experience

City of Charlotte, Charlotte, NC

Customer Service Representative, Generalist/Public Safety, Oct 2013-2020

Work directly with citizens in an inbound call-center environment

Assist customers with scheduling bulky-item pick up; repo-tows; animal control concerns

Advise customers regarding code enforcement

Transfer calls to appropriate departments as needed

Provide information and clarity on a case-by-case basis for a multitude of questions from citizens.

CitiBank, Jacksonville, FL

CSO (Client Service Officer) for Asian Pacific Team, 1999-2012

Worked directly with program administrators to implement changes and modifications to their clients’ credit card accounts. This included increasing/decreasing credit, cash, single transactions, daily and monthly limits, etc.

Ordered and tracked cards and PINs through international courier services to ensure timely delivery

Determined intent of requests, due to possible misinterpretation because of translation issues, to reroute to proper departments for processing

Analyzed and recommended changes to current procedures to increase efficiency while remaining within each country’s government as well as each corporation’s rules and regulations.

Member of Fraud Team 1999-2011

Senior Transaction Fraud Analyst

Identity-Theft[i] Fraud Analyst (Corporate and Consumer Accounts); DOSS (Direct One-Stop Service) Senior Fraud Analyst (High-Value Clients, CEO’s, Celebrities, etc.)

Trained, coached and mentored staff to ensure smooth, accurate and timely fraud analysis resolution

Supervisor Take-Over-Call-Escalation Specialist.

Carolina Wholesale, Charlotte, NC

Marketing Support Representative, 1997-1999

Telephone customer service /sales for office products and supplies

Light telephone technical support for office equipment.

TimeWarner Cable, Charlotte, NC

Customer Service Representative, 1995-1997

Telephone customer service

Appointments/dispatch (as needed)

Telephone technical support for minor hardware/software issues

New customer accounts/sales.

Education

ECPI College of Technology, Charlotte, NC

Diploma Earned 1999

Chowan College, Murfreesboro, NC

Associates Degree, Liberal Arts 1982

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