Customer Service Representative

Elizabeth Cavanaugh

Davie, Florida • 954-***-**** • *********@*****.***

Professional Summary

●Qualified Customer Service Representative with 20+ years’ experience in a fast-paced, high volume call center environment.

●Personable and professional under pressure. Superior computer skills and telephone etiquette.

Skills

Creative Problem Solver Microsoft Windows Proficient

Exceptional Communication Skills Quick Learner

Professional Experience

AMERICAN EXPRESS, Plantation, FL 20+ Years

Customer Service Representative (1997–2017)

●Managed wide variety of customer service and administrative tasks focused on resolving customer issues quickly and efficiently.

●Discussed monthly charges with customers, answering questions, canceling transactions if required, and clarifying policies.

●Reviewed spending practices and suggested additional services to meet their needs and increase sales for company.

●Senior Customer Service Representative overseeing the work of less experienced associates, answering questions, helping them manage their caseloads, and ensuring work was completed within required timelines and quality.

●Investigated potential fraud issues on customer accounts and either resolved (issued credit, reinstated charges if not fraud) or escalated.

Key Achievements:

●Recipient of multiple positive reviews acknowledging dedication to excellent customer service.

●Received multiple recognition certificates per month for successfully resolving customer cases within time limits and quality expectations.

●Recognized with the Tribute Award given monthly and presented in front of entire company by the head of the business. Award given for resolving system issue that saved the company ~$1M one year.

Additional Experience with American Express: Customer Service, Fraud Department; Telephone Service Center Representative; Data Entry Representative

Training Sponsored by American Express: US Bank Compliance, Complaint, and Inquiry Act; Annual Review of Compliance; Bank Regulations; Anti-Money Laundering; Business Ethics; Code of Conduct; Anti-Corruption Act; Information Security Awareness; Unfair Deceptive Abusive Act (UDAA); Identity Theft Awareness; Equal Credit Opportunity Act (ECOA); Right to Financial Privacy Act (RFPA); Fair Debt Collection Practices Act

Healthtrust (March 19, 2019 to January 20,2025)

My duties were credentialing vendors who worked outside of HCA faculty and staff, who were not employees of the hospital. This included third parties, such as, Abbott, Stryker, security guards and chaplains.

This included speaking with them to ensure they were compliant to access the hospitals and follow all safety protocols. For instance, guarantee the proper background checks, drug screens, and training, were in place for the safety and security of the facility and patients.

High School Diploma: Cooper City High School, Cooper City Florida

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