Customer Service Financial Services

NASTASHIA TOBIAS

Chicago, IL 773-***-**** *******@*****.***

Professional Summary

Customer-focused and solutions-driven professional with over 10 years of experience in delivering outstanding service across financial, healthcare, and retail sectors. Proven ability to resolve customer issues quickly, improve satisfaction scores, and streamline operations. Strong communicator with a track record of exceeding performance goals and fostering positive client relationships.

Professional Experience

Senior Account Manager Discover Financial Services 2022 – 2023

- Delivered high-quality support for credit card activations, billing issues, and replacement services.

- Improved customer satisfaction by 25% through prompt and empathetic chat-based assistance.

- Streamlined workflows to reduce average call handling time by 10%.

- Aligned with service standards while consistently meeting performance goals.

Customer Service Associate Whole Foods Market 2013 – 2016

- Provided friendly and efficient customer service in a fast-paced retail environment.

- Contributed to a 10% rise in satisfaction scores through personalized support.

- Handled cash transactions and helped maintain a clean, welcoming store atmosphere.

- Built rapport with customers, encouraging repeat visits and positive reviews.

Senior Fraud Investigator Discover Financial Services 2023 – 2025

- Assisted customers in resolving account security issues and fraudulent transaction concerns.

- Maintained high daily resolution rates while ensuring a positive customer experience.

- Built trust with clients through clear communication and policy adherence.

- Contributed to a safer and more secure user experience across financial services.

Processor/Opex Operator Deluxe 2016 – 2022

- Maintained strong productivity and attention to detail in a back-office support role.

- Enhanced operational efficiency by introducing better sorting methods.

- Played a key part in ensuring accurate and timely service delivery.

Homecare Aide Community Care Systems Inc. 2010 – 2013

- Supported elderly clients with daily care, contributing to a 98% satisfaction rate.

- Demonstrated compassion, reliability, and excellent interpersonal skills.

- Ensured comfort and safety while enhancing quality of life.

Education & Certifications

- Associate of Arts in Healthcare Administration – University of Phoenix (In Progress)

- Diploma in Medical Administrative Assistance – Everest College, 2009

- CPR Certified – American Heart Association, 2009

- HIPAA Compliance Certified – Everest College, 2008

Skills & Abilities

- Customer Service & Client Relations

- Issue Resolution & Communication

- Billing, Scheduling & Administrative Support

- Microsoft Word, Excel, PowerPoint

- Typing Speed: 40 WPM

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