All office and administrative duties, 30+yrs experience

Sue Balfe

Customer Service Representative

**********@***.*** • 914-***-****

LinkedIn URL • Rye Brook, NY 10573

Summary

Top-performing, results-oriented professional with expertise in providing administrative assistance, best-in-class customer service, data entry, and program and project management. Distinguished for evaluating and resolving billing discrepancies as well as guiding clients as per their requirements. Capable of leading and managing teams, generating new businesses, and understanding customer needs to accomplish business objectives. Instrumental at completing all key projects from initiation to completion within set timeframe. Possess an unwavering commitment to customer service with an aptitude to establish customer relationships, fix complex issues, and win client loyalty. Articulate communicator with strong attention to detail and excellent negotiation, organizational, interpersonal, problem-solving, pressure handling, and relationship building skills.

Technical Proficiencies

Microsoft Office Suite Citrix MPI PhotoShop Explorer Google Social Media Accounts

Areas of Expertise

Program Development & Execution

Public Service Event Planning

Client Satisfaction & Retention

Data Entry Management

Medical Unit Assistance

Cross-functional Collaboration

Team Training & Leadership

Complex Problem Resolution

Influential Negotiation

Customer Service

Professional Experience

(Took care of my elderly mother from 2016 – present)

MasterCard International, Purchase, NY 2004 – 2015

Analyst / Project & Program Manager

Steered management of department data entry, while generating correspondence to and from clients. Delegated specific filing projects for delivering reports to gain easy access to all license agreements. Assessed and resolved billing discrepancies along with processing bills and managing bank closures across U.S. Managed franchise call centers to mitigate licensing issues and guide clients through entire licensing process from initiation to completion.

Gained recognition as recipient of eight heart awards.

Received franchise customer service representative of the year award in regards to ensuring complete satisfaction and retention.

Removed 2200 illegal companies and services after drilling down into dark web under fake names and email addresses.

Assisted clean listing of affiliates under one client and formerly licensed under two bank names, while discontinuing all type of incorrect billing and relocating over 1K customers to accurate entities.

Won two awards of excellence presented by a U.S. bank.

Mitigated wrong billing of 3K entities accepting MasterCard’s for illegal and brand damaging services and goods by requesting all Interpol closed financial Institutions and smaller credit unions.

Utilized CITRIX to shut down all license ID numbers.

Developed and executed new card design submission program to maintain inline flow of all processes of reviewed card design submissions, while creating rapid approval from five to three business days.

“Additional experience as Secretary to the Principal at Harrison Central School District, Harrison, NY”

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