Customer Service Technical Support

VANISHA FULLER

Maumelle, AR *****

501-***-**** - *************@*****.*** - WWW: Bold Profile

PROFESSIONAL SUMMARY

A dynamic professional with a proven ability to build relationships; adaptable leader with the ability to work independently and maintain critical thinking skills in the face of unforeseen challenges. Ability to manage multiple priorities, a fast learner, outstanding, and driven to provide excellent support to professional team. Strong work ethic, positive attitude, accurate, assertive, and adaptable. SKILLS

Ability to independently set priorities

and organize work to meet deadlines,

ensuring compliance with established

processes, policies, and regulations

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Strong proficiency with Internet,

Windows-based PC, intermediate to

advanced skills and understanding of

MS Office: Excel, Outlook, Word,

Teams, and PowerPoint

•

Outstanding organizational and

conflict management skills with

seasoned accuracy in the areas of

scheduling, technical support, and

customer engagement

•

Handle confidential information with

integrity and professionalism within

HIPAA Guidelines

•

Cognitive ability including reasoning,

multi-tasking, and comprehend ideas

•

Thorough knowledge of product

philosophy, policy, procedures,

documentation, and systems

•

Highly analytic thinker with

demonstrated talent for planning,

initializing, and implementing

operational procedures and

streamlining complex work procedures

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Hands-on experience in reviewing,

updating, or making changes to

accounts

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WORK HISTORY

09/2022 to 07/2023 Chargeback Associate I

FIS Global

• Supported institution/Cardholder inquiries on exception issues

(i.e., Status of chargeback services related work, time frames, inquiries into the resolution of fraud, etc.) Responded to calls from both issuers and all other departments in relation to escalated concerns

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Provided ongoing training to associates when needed as well as ensuring the associates are up to date on all process modifications or rule/regulation updates

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• Completed Client Management System (CMS) requests as assigned Evaluated and provided feedback on individual and team performance in productivity, accuracy, timeliness, quality, and losses.

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03/2018 to 07/2022 Customer Service Representative TTEC

Responded to customer inquiries via telephone and written correspondence in a timely and appropriate manner

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Maintained performance and quality standards based on established call center metrics including turn-around times

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Coordinated internal activities necessary to research and resolve inquiries and provide accounts with service solutions

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Contributed to a team effort to meet and exceeded service, production, and quality goals

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• Identified errors and implemented solutions with team members and leaders. 06/2012 to 07/2018 Customer Service Representative Walmart

Counted money in cash drawers at the beginning and the end of the shift to ensure that amounts are correct and that there is adequate change

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• Received payment by cash, check, credit cards, vouchers, or automatic debits Answered customers' questions and provided information on procedures or policies

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Provided high quality customer service and hospitality in the execution of assigned duties, greeting customers, arranging customer requests, directing customer complaints, and assisting customers as needed

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Determined customer needs by asking relevant questions and listening actively to the responses.

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EDUCATION

08/2021 Certificate : Phlebotomy

R&L Healthcare - Little Rock, AR

05/2013 High School Diploma

North Little Rock High School - North Little Rock, AR CERTIFICATIONS

• Phlebotomy

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