Service Representative Call Center

meisha hedgepeth

Phoenix, AZ

*****************@*****.*** 602-***-****

To obtain a Customer Service Representative position/ Financial Support Specialist position in a professional Call Center set environment.

Experience

PSCU 19825 N 7th St Phoenix,Az 03/22-05/18/22-602-***-**** 3mnth Cont

-Assist 80+ members per day, providing successful financial/banking transferable funding processing and loan payments solutions in a polite manner using active listening to ensure customer retention.

-Maintain strong company product and service knowledge to better assist members with concerns, questions and general education regarding banking inquiries.

-Record all customer names and contact information in an orderly fashion by utilizing a spreadsheet and other company software.

-Answer calls by utilizing the company's call management system and other software to assist members with online banking and with new applicants.

Epiq 3255 East Elwood Street Suite 110 Phoenix, AZ 85034 602-***-****

Customer Service Representative 02/15/2019-01/7/2021 Temporary Wells Fargo Unfunded Program Project

- Established completion performing financial/banking account duties assigned to a Wells Fargo Unfunded Account case administered by Wells Fargo. Received 80+inbound calls a day as the first point of contact in a call center to assist WF account holders with bank account inquiries.

-Complied with WF policies and regulations in the fraudulent Department following required WF financial banking scripts verbatim with clear verbal communication. Transferred funds and processed refundable remediation checks. Filed new complaints by initiating customers complaints in correct format by following system procedures to create new files WF account holders financial banking issues in clear details regarding customers bank account activity status or any financial substance of bank account liability.

-De-escalated calls by clarifying bank account status or bank concerns using active listening skills and probing questions to identify financial banking concerns following financial banking scripts for analytical problem solving and satisfaction.

-Determine eligibility to reissue or process new remediation checks for qualified closed-out bank account holders.

-Filled major complaints to the fraudulent department for further review to resolve banking issues by initiating bank account holders complaints regarding possible unauthorized account opening access.

Consumer Cellular 1700 N. Black Canyon Hwy Phoenix, AZ 85053 888-***-****

Customer Account Advisor 08/20/2017-12/23/2019

Well oriented and organized Account Advisor Representative with the ability to build rapport with new and existing customers with interest in phone services. Ability understanding elder customers phone needs using interactive listening skills comprehensively in a high call volume call center achieving sales goals. Operational on a desktop computer navigating pre-programmed systems to accomplish retail sale goals and needs using my computer knowledge and training skills.

●Setting up new cellular phone service plans by offering the best suggested plans to meet customers needs of phone services satisfaction. Upgrading customers existing cell phone accounts and phone plans by providing the suggestions to upgrade products for better phone service satisfaction. Responsible for taking tasks documenting each customers accounts using clear comprehensive typing grammar and ability to manage each task on each call at a manageable pace determining eligibility for a refund and product replacements. Provided financial banking services processing monthly bill payments electronically

● Provided technical support services following required troubleshooting work flow guidelines to resolve internet disconnection failures or malfunctioning issues.

●Met metric goal requirements by reaching outstanding sales goals for business growth and reached performance in great customer service quality assurance.

Education

Job Corps Vocational Trade School

3100 Meadowview Rd. Sacramento CA

Business Administration Certificate 01/21/2009

Sacramento SiaTech High School

3100 Meadowview Rd. Sacramento, CA

High School Diploma 01/21/2009

Awards and Acknowledgements

●2 Office Assistants awards for perfect attendance and great Office Assistance performance.

●Knowledgeable with MS Word, MS Excel, MS Powerpoint, Adobe Reader, PDF Fill & Sign program, Via Emailing/Outlook,10-key typing skills reaching 75wpm, advanced Verbal English communication and writing skills, alphabetical filing, solving mathematical calculus problems.

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