Customer Service Experience

A-Shana R. Sackey

832-***-**** - ******.********@*****.***

Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in multiple industries that focuses on delivering exceptional customer service. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic and result-oriented with exemplary passion for developing relationships, cultivating partnerships, and growing businesses.

Skills

• Complaint resolution

• Strategic sales knowledge

• Good communication skills

• Excellent written and oral communication

• Service standard compliance

• Professional telephone demeanor

• Administrative support

• Account management

• Sticking and replenishing

• Report preparation

• Sale expertise

• Conflict resolution

• Stock management

• Money handling abilities

• Training development aptitude

• Retail store support

Work History

Customer Experience Specialist/Solutions 4/2023 – Present

US Bank – HO Texas – Remote

* Answering incoming calls and providing high quality support to debit card customers over the phones or both consumer and business debit cards

* Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit accounts and forwarding fraud and dispute information to the appropriate parties

* Initiating fraud claims and providing information on existing fraud and dispute claims or transferring to appropriate parties

* Partnering with multiple departments to service fraud and dispute issues

* Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate departments

*Ongoing training to ensure that as fraud specialists we are prepared or have countless resources to deliver efficient, knowledgeable, and empathetic customer experience so that our customers feel safe even during every moment

*Review suspicious activity take action to mitigate risks and protect cardmember assets

*Ensure risk associated with consumer and business activities are identified, measured, monitored, and controlled in accordance with compliance policies and procedures

*Experience in Fraud Id Theft First Party Fraud and Account Takeovers

*Strong attention to detail and high concern for data privacy and accuracy

Customer Service Specialist, 04/2022 to 4/2023

Clerk of Court Comptroller- Tampa FL

-Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

-Used consultative techniques to understand customer needs and make strategic referrals to business partners

-Maintained customer satisfaction with forward- thinking strategies focused on addressing customer needs and resolving concerns

-Providing primary customer support to internal and external customers

-Maintained and managed customer files and databases

-Developed customer service improvement initiatives to decrease customer wait times

-Recorded account information to open new customer accounts involving Civil Matters, Family Law, Evictions, Probate and Guardianship related cases

-Updated account information to maintain customer records

-Processes customer adjustments to maintain financial accounts

-Clarified customer issues and determined root cause of problems to resolve service complaints or escalate to other departments/management.

Retail Sales Consultant, 10/2017 to 02/2022

AT&T Mobility /Liberty Mobile- Christiansted VI

-Helped customers complete purchases, locate items, and join company reward programs for future and current savings

- Answered product related questions with up-to-date knowledge of sales and store promotions

-Worked with loss prevention monitoring shopper behavior along with conducting inventory checks monthly

- Answered questions about store policies and procedures and addressed customer concerns

-Oversaw deposits, processed financial transactions, and maintained inventory

-Implemented needs- assessment tools to identify demand for services and products

- Maintained customer satisfaction with quick and professional handling of product returns

-Provided accurate information about promotions, programs, and products to help drive high customer retention

-Determined solutions for customer needs promptly and professionally

-Met and exceeded sales goals monthly while utilizing exemplary customer service skills

-Used consultative sales techniques to understand customer needs and recommend relevant products and services

Customer Service Representative 7/2017-10/2017

DHS SNAP Program – US Virgin Islands

• Assist customers with questions regarding claim procedures

• Schedule interviews and screen applicants for public assistance requirements or follow up questions for eligibility

• Evaluate records, gather customer financial information and check accuracy to determine eligibility

• Process applications to approve, deny, alter, or terminate assistance

• Refer customers to additional or alternative neighboring agencies

• Confirm employers’ information and references to obtain the amount of assistance is authorized per client

• Check for grants, payments, or supplemental nutritional assistance etc

Assistant Store Manager, 8/2015 to 07/2017

Champs Sports – Christiansted VI

-Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities

-Coached sales associates in product specifications, sales incentives, and selling techniques that significantly increase customer satisfaction ratings

-Evaluated shipment operation both incoming and outgoing

-Processed payments for credit and debit cards and returned and exchanges transactions

-Maintained positive customer relationships by responding quickly to customers inquiries especially during busy shopping holidays

-Supervised and evaluated staff members to help improve skills needed to achieve daily and monthly objectives

-Meet or surpass business targets regularly through employee engagement and planning prior to annual audits

-Conducting weekly staff meeting to set expectations and motivate team to help store progress, also to address concerns and one on one plan improvements.

Education

Bachelor of Science- Criminal Justice, 06/2013

Bethune Cookman University – Daytona Beach FL

• Member of Alpha Phi Sigma

• Elected to Vice President for Caribbean Students Association in 2012

• Awarded Honors all 4 years

• Awarded Magna Cum Laude

Certifications

• Human Trafficking Prevention Training Certificate – 9/202

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