Customer Service Representative
Resume:
MARSHA HAYWOOD
Fayetteville, NC *****
***************@*****.***
Professional Summary
Dedicated and Dependable. Authorized to work in the US for any employer Work Experience
Associate Customer Service Representative
Assurant-Raleigh, NC
April 2024 to Present
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction ratings
• Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions
• Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of XX minutes
Dispute Resolution Specialist
CardWorks Servicing-Woodbury, NY
February 2023 to Present
• Address varied questions and concerns on behalf of client accounts on a frequent basis
• Assists and advises accountholder regarding their accounts. Counsels those who are victims of fraudulent activity
• Effectively and eff iciently addresses accountholder issues by obtaining the most pertinent information
• Identify areas of increased security procedures, and suggest recommendations to fraud prevention management
• Protects our clients’ interests in the most professional way possible
• Makes decisions that benef it our accountholders and clients
• Facilitates problem resolution in accordance with policy and procedure
• Updates and notates customer information within the operating system
• Completes necessary steps to initiate further account investigations
• Determines when to escalate calls that require further assistance
• Address chargeback/dispute related situations
• Act as front line investigators keeping back end investigators informed of any information that may pertain to that accountholder’s claims
• Utilize specif ic tools at our disposal is vital to the overall effectiveness of the position Front Office Receptionist
Best Day Psychiatry and Counseling-Fayetteville, NC August 2021 to December 2023
Assist each patient that comes into the off ice with appointment, checking them in and out of the off ice for their appointments. Take payments, via credit card, cash. Schedule follow up appointments for patients. Answer multiline phones, transfer calls to appropriate location. Make sure all documents are scanned into patients chart. Assist provider with medication ref ills. Send and log referrals into the system. Call each patient prior to their appointment to conf irm appointment for the following day. Maintain operation of off ice. Open and close the off ice.
Financial Customer Service Representative/ Customer Service Rep Pioneer Services, a Division of MidCountry Bank-Fayetteville, NC March 2016 to August 2019
CONDUCT FULL RANGE OF PROGRAM MANAGEMENT ACTIVITIES in fast-paced, high-stake environment to ensure regulatory compliance, train employees, resolve customer complaints, and conduct consumer f inancial management activities. Monitor the collection, verif ication, and preparation of loan documentation while maintaining the conf identiality of the loan process. Exercise latitude in dealing with problems arising during the life cycle of the project or program. • Plans and carries out the work, selecting the approaches and techniques to be used, and determines actions to be taken on assigned contracts. FSRs serve as the primary front-line customer service representative. Assist every service member In the application process for product and services. Effectively utilize loan application system to input and access information. Coordinate the activities of the LPO off ice in the absence of the Manager to ensure adequate coverage and service. Assist LPO Manager in maintaining relationship with local merchants, offer suggestions for potential merchant. Promotes f inancial f itness education with the military service members in one on one, and group settings and able to effectively explain this information. Assist in monitoring sales performance, making adjustments and recommendations for the branch to achieve its goals. Understands compliance issues and attend training classes/ webinars as they relate to the LPO area. Perform all other necessary and assigned administrative and telemarking duties. SR. Credit Specialist / Regional Trainer/ Customer Service Freedom Furniture And Electronics-Fayetteville, NC August 2006 to September 2015
Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences. Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Planned meetings and prepared conference rooms. Dispersed incoming mail to correct recipients throughout the off ice. Made copies, sent faxes and handled all incoming and outgoing correspondence. Organized f iles, developed spreadsheets, faxed reports and scanned documents. Created weekly and monthly reports and presentations. Properly routed agreements, contracts and invoices through the signature process. Received and distributed faxes and mail in a timely manner. Received and screened a high volume of internal and external communications, including email and mail. Managed daily off ice operations and maintenance of equipment. Education
HIGH SCHOOL DIPLOMA
Fayetteville Technical Community College
April 2020 to October 2020
ASSOCIATE in BUSINESS MANAGEMENT
Palm Beach Atlantic University-West Palm Beach, FL May 2002 to June 2004
Skills
• Event Planning
• Google Suite
• Branding
• Public Relations
• Strategic Planning
• Analytics
• Digital Marketing
• Financial services
• Customer Service
• Call center
• Property management
• Management
• Research
• Windows. English (Native). ADDITIONAL INFORMATION
• Account management
• Credit analysis
• Marketing Strategy
• Pricing
• Budgeting
• Team Lead
• Recruiting
• Off ice Equipment
• Life Insurance
• Salesforce (Experienced)
• Authentication
• Spreadsheets
• Financial Management
• IT support
• Off ice management
• Help Desk
• Customer support
• Computer Networking
• Cash handling
• CRM software
• Typing
• Computer Skills
• Outpatient
• Operating Systems
• Fraud prevention
• Social Media Marketing
• Technical support
• Human resources
• Front desk
• Medical terminology
• MS Off ice
• Email Marketing
• Program Management
• Teaching
• Live chat
• Financial analysis
Certifications and Licenses
Driver's License
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