Customer Service Representative

Teesha Lunsford

**************@******.*** 919-***-**** Louisburg, NC

SUMMARY

Seasoned Customer Experience Specialist with 16 years of diverse experience, including current role at US Bank handling high-volume customer interactions and enhancing service quality.Capable of evaluating financial performance and providing strategic consultative advice to customers. Comitted to seeking role to leverage skills and foster innovation in efficiency future roles.

WORK EXPERIENCE

US Bank Remote

Customer Experience Specialist Mar 2023 - Present

• Facilitate issue resolution for customer inquiries, ensuring satisfaction with a range of banking products, including tax levies, loans

• collections and fraud/dispute claims

• Research and reconcile account discrepancies such as misapplications and overpayments, and process refund requests when applicable

• Analyze customer data to inform decisions on credit limits and payment plans, aligning with individual customer profiles with quick books and business strategies

• Execute cross-selling strategies to increase product adoption and contribute to revenue growth, coupled with initiatives to reduce call handling time

Federal Management Systems Remote

Technical Support Agent Feb 2021 - Jan 2023

• Resolved service tickets in Service Now and reconciled inventory variances, facilitating uninterrupted system access and reliability

• Provided technical assistance for system navigation and issue resolution, improving user experience with platforms such as NCIR, EPIC, and Salesforce

• Conducted installation and configuration of Windows 10 systems and applications, promoting optimal hardware and software functionality

Patient Financial Services Morrisville, NC

Patient Coordinator Apr 2019 - Jan 2021

• Managed patient inquiries and financial transactions, including the implementation of payment plans, with meticulous record-keeping in Microsoft Office, STAR, and EPIC to ensure adherence to HIPAA standards

• Improved financial aid processing efficiency through the optimization of application procedures without compromising privacy regulations

• Coordinated with insurance adjusters Tricare, Medicare, Medicaid and medical staff to facilitate patient claims, enhancing interdepartmental communication

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Durham County Sheriff Office Durham, NC

Detention Officer Apr 2008 - Apr 2019

• Maintained adherence to state and federal regulations through diligent oversight and application of appropriate procedures

• Addressed facility issues by initiating work requests insuring timely resolution of infrastructural concerns

• Administrator data entry, conveying messages, utilizing Zendesk and operating multi-line phone systems EDUCATION

Jf Webb High School

Diploma

SKILLS

Microsoft Office • Emails • Live Chat • Data Entry • Customer Relationship Management (CRM) Software • Conflict Resolution • Product Knowledge

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