Customer Service Care

Melissa Powell

**************@*****.*** 513-***-**** Hamilton, OH

SUMMARY

Seasoned customer service expert with over a decade of experience in multiple customer service type roles. Excelled as a manager and a trainer, seeking a managerial or customer service representative role. Excelled at Barclays with working with customers in customer care, leading dispute teams, ensuring MasterCard and Visa compliance, and enhancing operational procedures. Excelled in working with cardholders to resolve issues and to remain in good standards with them as well as outside vendors. Skilled in regulatory compliance, data analysis, and cross-continental team training.

WORK EXPERIENCE Barclays

Disputes Team Manager Dec 2020 - Jul 2024

•Managed and coached a dispute resolution team, ensuring adherence to credit card network dispute procedures and maintaining compliance standards.

•Conducted performance evaluations on multiple schedules and provided ongoing training to foster high productivity and professional growth among team members.

•Led the onboarding and training process for new agents, including the revision of training materials and departmental procedures to optimize effectiveness.

•Monitored case aging and managed operational loss approvals to ensure timely resolution of disputes while upholding internal policy requirements.

Disputes Facilitator Mar 2018 - Dec 2020

•Facilitated daily support for team members, ensuring adherence to MasterCard and Visa dispute resolution protocols and maintaining compliance with internal policies.

•Conducted performance reviews and provided developmental training to enhance agent productivity and operational efficiency.

•Oversaw the training and onboarding process for new agents, updating procedural manuals and managing case resolutions to minimize operational losses.

Disputes Analyst Jun 2017 - Mar 2018

•Analyzed and reconciled GL 2525 & 9500 reports, ensuring accurate tracking of disputes and financial adjustments.

•Improved dispute resolution processes and operational efficiency through the execution of special projects.

•Provided expert training and guidance to new hire agents on dispute resolution protocols and best practices.

Relationship Manager - Customer Care Jul 2016 - Jun 2017

•Managed inbound and outbound communication with cardholders, providing support for account management, payment processing, and issue resolution.

•Maintained and updated cardholder account information to ensure accuracy and enhance the overall customer service experience.

•Processed financial requests such as balance transfers and credit line increases, and issued new cards aligned with customer financial needs.

McDonald's

Department Manager / People Manager Jan 2014 - Jul 2016

•Supervised a team to promote a productive work environment and ensure smooth daily operations.

•Conducted inventory counts and managed supply orders to maintain stock levels.

•Maintained cleanliness and safety of food preparation areas in compliance with health regulations.

SKILLS

Regulatory Compliance • Data Analysis • Financial Reporting (GL 2525 and 9500) • Chargeback and Rebill

Management • Dispute Resolution Software • Leadership • Problem-Solving • Communication • Attention to Detail • Time Management

Leading a team of representatives using encouragement and accountability to create a cohesive work unit

Cultivating critical skills in staff through on-the-job training and performance reviews to produce more effective employees

Mentoring and coaching individuals to ensure performance standards are met and customer experience is enhanced

Using leadership skills to motivate the customer service team to take action and develop solutions to enhance the customer experience

We’re a large organization with bustling call centers offering a variety of shifts. People who do well in this role are strong problem solvers who can manage difficult conversations from clients and exhibit a robust understanding of the value Spectrum services provide. If you’d enjoy this type of dynamic job, we want to hear from you!

Required Qualifications

WHAT YOU’LL BRING TO SPECTRUM

Education: High school diploma with some college course work in business or related field; equivalent experience

Experience: 5-7 years of customer service/call center experience

Technical Skills: Personal and computer software applications (word processing, spreadsheet, cable billing system, etc.)

Skills: Effective communication, supervision, organization, time management

Abilities: Leadership, equitable, multitasking, adaptable, dependable, good vision

Knowledge of: Functions and tasks in customer relations, applicable products and services, general accounting and billing procedures

Preferred Qualifications

Additional Experience: 3+ years of supervisory or leadership experience

SPECTRUM CONNECTS YOU TO MORE

Supportive Teams: Learn from managers and work with team-oriented colleagues who want you to grow and succeed

Competitive Pay: Generous pay as your career at Spectrum progresses

Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company

Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed

Total Reward

Help onboard and respond to questions from staffing partners and clients

Creatively solve problems related to HR, product, or technical issues

Improve our help center, documentation, operating procedures, and software products

Qualifications

Bachelor’s degree.

Excellent written and speaking skills.

Detail-oriented with strong organizational skills.

Ability to work independently and remotely.

Experience in a fast-growing startup is a plus.

Experience in staffing/PEO/payroll/EOR/HR

Contact this candidate