Customer Service Call Center

Beth Lynn Anslow

*** ******** *** *********** ** 34601 352-***-**** ********@*****.***

Results-driven Professional with extensive experience in financial call center environments. Analytical thinker who implements innovative solutions that significantly impact customer, team and department results. Communicates with diverse lines of business to solve issues and concerns of customers who require “out of box” thinking and quick resolutions.

● Investigative Researcher

● Collaborative Partner

● Multi-tasking & Efficient

● Analytical Problem Solver

● Influencer & “Lives the Values”

● “Go To” team member

*Professional Work History*

AMERICAN HOME SHIELD, Remote, FL. 03/2024- current

Spoke with contractors and customers regarding authorizations for their honeymoon warranty company. Reviewed contracts to verify actual coverage. Explained breakdown to customers.

MONSTER TRANSMISSIONS,

Brooksville, Fl 11/2023-01/2024

Warranty Specialist

Spoke with customers having issues with their transmissions and needing to file a warranty claim. Emailed customer warranty claim packet to get process started. Updated customers on the stage the claim was in. Explained reasons claim was denied if that applied

BPO AMERICAN, Remote,

04/2023-07/2023

Customer Service Representative

Inbound customer service and chat. Handled many campaigns updating the information the customer provided. Reported service requests for necessary campaigns that required a call to an outside service provider.

ACCUFORM NMC/ JUSTRITE MFG, Brooksville, FL

01/2022-03/2023

Account Manager/Receptionist – Established quotes for customers via email and phone, processed returns (RMA’s), Answered phones and directed to accurate territories, General telephone customer service as well as via chat and email. Took ownership of companies portals to update shipping information to customers

CAPITAL ONE FINANCE, Tampa, FL 7/2014 – 07/2021

Sr. Advocacy Coordinator—Customer Resolution Team (CRT), 06/2016 – 07/2021

Promoted to a special advocacy team that is focused on handling escalated CORE customer calls to support them with a final positive outcome. Interface with designated business area contacts to research customer complaints and/or system changes. Performs cursory assessment of the nature of the customer complaint. Knowledge of many systems and processes over multiple platforms. Empowered to go beyond the typical service and policy parameters to resolve complex issues and to exceed customer expectations.

●Worked an inbound queue for escalated calls which included de-escalating customers and providing the best solution for the outcome of the customer concerns

●Provided Payment investigations research locating misapplied payments and submitting refunds to customers

●Partner with manager on Publisher to create visual awards presented in monthly team meetings

●Received a strong rating for collaborating and going beyond one’s team to create productive relationships. Plan team outings and volunteer events that engage the entire team.

●Received Volunteer Honor Roll certified in 2016 for “Living the values” and spreading the Corporate Mission Ambassador

●Selected by managers to take ownership of special projects: Coordinate and arrange quarterly team outings, and lead team contests to increase department morale and engagement.

Fraud Resolutions, Fraud Recovery, 06/2015- 06/2016

Perform daily review of fraud cases to determine financial responsibility of a credit card transaction claimed as fraud. Review cases for patterns of fraud. Reduce fraud losses when possible. Recognize processing errors to mitigate financial losses. Contact merchants to get further information about transactions in question. Maintain corporate standards for correspondence measurements. Perform chargebacks within Visa and MasterCard regulations.

●Determined whether charges were true fraud or if the customer was responsible for charges.

●Rebill charges to customers for valid charges

●Processed chargeback for transactions according to guidelines

Customer Service Coordinator, High Value Service, HVS, 07/2014 - 06/2015

The High Value Servicing (HVS) consumer queue focused on providing a World-Class service experience for our HVS personal portfolio. Service, inform and educate customers with regard to their accounts and help them make well-informed decisions essential to utilizing their personal credit card. Accepted and processed payments from customers to insure on-time payments.

●Engaged with CDC courses to grow for personal and professional development.

●Balances excellence and “Do the right thing” when making decisions and seek the value to promote value and culture for customers, managers and peers.

●Promoted to Fraud Resolutions, 2015

J Morgan Chase, Tampa, FL 2011- 2012

Home equity collections, Worked a blended que- Inbound and Outbound calls

●Assisted customers on different ways to bring accounts current

●Accepted payments from customers

Ford Motor Credit, Brandon, FL 2000 - 2011

Customer Service

●Worked a blended que- Inbound and Outbound calls

●Skip Investigations, Total Loss- Filed Insurance claims

●Complied with the Fair Debt Collection Act, State Laws and Company Procedure

Education

St. Leo University, Emphasis on Psychology, Clinical Program, Virtual Classes,

Main Campus, San Antonio

Professional Development

Multiple Capital One E-Learning Courses & Classes:

Business Code of Conduct and Ethics

Information Security, Safety and Security at Capital One

Information Retention, Regulatory Compliance Training

Insider Trading Awareness, Servicemembers Civil Relief Act

Capturing Customer’s Feelings, Americans with Disabilities Act

Technical Skills

Proficient in Microsoft Word, Excel, PowerPoint, & Outlook, G Suite (Forms, sheets)

Publisher, TSYS, Chordiant, E-Prism, ORCC, Wells Fargo (Access Checks), ONECOMMUNICATION

Volunteer

Special Olympics of Hernando County, CapAbilities, BRG (Capital One Sponsored Program)

4th Place in Tampa, Service, 2019 for Volunteer Hours

Awarded by the County Coordinator for Inspiration Coach of the Year, May 2018

Ceremonies held at the ESPN World Wide Sports Center Complex, Orlando, FL

Coaches 6 Sports (Soccer, Track & Field, Bowling, Swimming, BasketBall, Soft Ball

Metropolitan Ministries, (Kitchen Clean-up), Stored Food & Care Package rep 2014 - 2015,

Contact this candidate