Service Representative Call Center

VICKY HOOPER

Winston-Salem, NC *****

620-***-**** - *************@*****.***

PROFESSIONAL SUMMARY

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. SKILLS

Transport boxed product to the

assigned area

.Maintain and organize working area

and packing supplies

.Answer inbound calls for customer

orders subscribers

.Attentive listening skills to assure

customer needs are understood

.Documenting calls to include contact

information, type of call, and order

information

.Excellent verbal and communication

skills while maintaining a positive

attitude and tact during all calls

.Other skills include typing,

bookkeeping, filing, answering calls,

familiar with Microsoft Office

.Service inbound and outbound call

and servicing needs of card holders,

service account as need

WORK HISTORY

04/2019 to Current LEVEL 2 FRAUD ANALYST

TTEC Services – WINSTON SALEM NC

Remote, Work from Home, Inbound Call Center. Assists bank client customers with accounts by servicing and notating customers information. Analyzes account information and activities, such as prior notes, spending trends, to determine the existence of fraud. Compare public profile to account information to secure customers accounts. Referred customers to appropriate external authorities for assistance with personal fraud. Submits forms and other documents for compromised accounts to reverent authorities. Assists customers with adding and removing fraud blocks . Initiates claims. Filed appropriate paperwork to escalate for customers regarding existing claims . Multitasks on at least 10 different software programs and chat channels to assist customers. Uses client provided resources to provide answers and supportive feedback to customers regarding available self-service resources. Notated all account maintenance performed. Deescalated supervisor calls by providing alternative solutions obtained from client resources. Performs all work activities within parameters of call center metrics.

02/2017 to 11/2018 Customer Service Associate

VON MAR – WICHITA KS

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Offered advice and assistance to customers, paying attention to special needs or wants.

Took care of all the online orders, picked and packed and shipped to the customers..

05/2006 to 02/2018 Customer Service Representative BARNHART FARMS – BILLINGS OK

.Preparations of monthly statements for landlords

. Post payments on accounts receivable accounts

.Monitor outstanding accounts, contact those people who have outstanding balances and work with them to create a plan to bring the balance current

.Billing for farm chemicals and crop sales

.Ship and receive finished product

.Complete documentation for the product to be shipped

.Package wrap and label product according to customer specifications; as required

.Transport boxed product to the assigned area

.Maintain and organize working area and packing supplies

.Answer inbound calls for customer orders subscribers

.Attentive listening skills to assure customer needs are understood

.Documenting calls to include contact information, type of call, and order information

.Excellent verbal and communication skills while maintaining a positive attitude and tact during all calls

.Other skills include typing, bookkeeping, filing, answering calls, familiar with Microsoft Office

.Service inbound and outbound call and servicing the needs of card holders, service the account as needed

EDUCATION

05/1985 High School Diploma

CHERRYVALE KANSAS - Cherryvale, KS

LANGUAGES

English

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