Service Representative Agent

TIANA MENDOZA

Albuquerque, NM ***** · 505-***-****

*****.*****.****@*****.***

Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.

EXPERIENCE

Nusenda 2021- Current

• Member Service Representative in 2021

• Promoted to Card Dispute Specialist 2022- Present

• Support Branch and members with debit and credit card dispute inquiries, research and investigate disputed charges. Adhere to all compliance and regulations in accordance with federal and network rules and understanding of dispute-related timeframes, mandates, and liability. Serve as the department resource for technical and day to day operational assistance to include the support of training and problem resolution for all card products and services. Carry out assigned responsibilities with minimum number of errors according to the established department standards. Develop self by taking advantage of learning opportunities on and off the job. Work effectively and cooperatively within a team, workgroup, and across the organization.

Paychex Inc. Albuquerque, NM 2020-2021

• Responsible for all aspects of quality client service. Contacts and assists clients with payroll input; verifies totals and resolves client issues. Maintains base of payroll clients on products for assigned clients in order to meet client payroll, Human Resource, and employee benefit service needs. Contacts clients daily according to set schedules in order to obtain payroll data, including salary adjustments, special payments, tax allocations, and employee deductions or adjustments. Keys all payroll-related data necessary to process and meet appointment schedules. Provides quality client service to maintain a high rate of client retention. Maintains knowledge of the payroll processing system and changes in wage and tax laws to develop a trusted relationship with our clients. Corresponds with federal, state, and local tax agencies on behalf of clients to resolve problems. Maintains client files to ensure efficient operation and improved client service. Researches and resolves client and system problems to ensure accurate payroll reports and tax returns.

Customer Service Agent/Customer Care Advocate

Alliance Data- Rio Rancho, NM- June 2017 to 2020

• As a customer service agent, my job requires me to take calls for many different clients, provide excellent customer service, and assist all customers with their credit card accounts. As an agent, we have certain stats that we need to achieve on a monthly basis in order to rank high enough to bonus, and even move up with the company. Great performance allowed me to be promoted to Customer Care Advocate, which requires me to train to take more challenging calls in a different bucket.

Supervisor

Burkes Outlet - Albuquerque, NM - November 2016 to May 2017

• As a supervisor, my job required me to provide outstanding customer service, open and close the store, count down the money drawers, count the safe, override, unload the truck, put out freight, mark down clearance items, as well as sign up customers for our rewards program or our Burkes Credit Card. I also had the ability to coach/train associates if needed.

Customer Service Representative

Sitel - August 2013 to April 2016

• As a customer service representative, I am representing the Starbucks Campaign. In this campaign, most agents’ jobs are to satisfy the customer and listen to the issues they having with their accounts, cards, etc., My job is to answer the phones with a polite greeting, sympathize and empathize with the customer, and solve all their problems they are experiencing whether its crediting their Starbucks cards with a couple of dollars, or getting a district manager involved depending on the urgency of the issue. We must always have positive intent when speaking with the customer, to always try to put ourselves in their shoes, and understand where their frustration is coming from. The Goal at the end of the call is to make sure the customer hangs up happy, and not upset compared to the beginning of the call.

EDUCATION

Cibola High School - Albuquerque, NM May 2013

Central New Mexico Community College

SKILLS

● Customer Service

• Data Entry

• Bookkeeping

● Record maintenance

● Fast learner

● Letter drafting

● Events coordination

● Staff coordination

● Correspondence

● Mail procedures

● Confidentiality

● Multicultural interaction

● Office procedures

● Supplies management

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