Remote Customer Service Representative with Dasher Experience
Resume:
Leona R. Warner-Sanchez
OBJECTIVE
Enthusiastic, initiative team player seeks to obtain a Customer Service position, in which to utilize acquired skills and talents in the pursuit of service excellence and advancement opportunities.
QUALIFICATIONS
Management Skills: Able to train and supervise employees on company protocol, procedures and expectations; help employees set and meet personal sales goals.
Customer Service: Troubleshoot and resolve problems; provide excellent customer care and service
Core Skills: Possess excellent oral and written communication skills; customer service oriented; punctual, friendly and trainable.
EXPERIENCE
BCforward/US Bank/Elan Financial Services/Fiserv, Pittsburgh, PA
Fraud Support Specialist 06/2018 - Present
Monitors merchant/cardholder account activity to identify fraudulent transactions and violations.
Secures merchant and cardholder accounts to prevent losses.
Contacts cardholders to validate that charges are authorized.
Works with merchants to resolve customer service issues or fraudulent activity.
Maintains merchant processing statistics and records
UPMC Harbor, Pittsburgh, PA
Customer Service Representative Temporary 10/2017-11/2017
Answer incoming inquiries from UPMC Health Plan customers.
Document inquires in accordance with UPMC Health Plan customer service Center guidelines.
Follow up on and document actions required to service inquiry from UPMC Health Plan customers.
Investigate inquiries from UPMC Health Plan customers.
Conduct outbound calls to clarify follow up and resolve inquiries from customers.
Conduct outbound service calls in accordance with departmental initiatives.
Provide exemplary customer service by being proactive and responsive to all UPMC Health Plan
customers’ requests.
Remain current on all departmental policies, procedures, plan benefits designs and modifications.
Ability to understand and effectively communicate information regarding a basic product line or functions.
PNC Bank, Pittsburgh, PA
Customer Care Representative 07/2009 – 03/2017
Knowledge of major products and services and product and service groups; ability to apply this knowledge
This knowledge appropriately to diverse situations.
Advice educate and engage clients on a variety of technological tools and resources allowing them to explore
Solutions to achieve their goals and financial wellbeing.
Understanding of effective communication concepts, tools and techniques; ability to effectively transmit,
receive and accurately interpret ideas, information, and needs through the application of appropriate
communication behaviors.
Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as
to prioritizing and timely.
Understanding of the necessity and value of accuracy and attention to detail; ability to process information
with high levels of accuracy.
Understanding of the issues related to decision-making process; ability, and reach productive decisions.
Knowledge of and ability to utilize processes tools, and techniques for detecting, addressing and preventing
Fraudulent situations.
Knowledge of approaches, tools, techniques for recognizing, anticipating and resolving organizational
Operational or process problems: ability to apply this knowledge appropriately to diverse situations.
Full Service Network, Pittsburgh, PA
Tele Sales Representative 03/2009 – 05/2009
Contacted prospective customers to present lower rate plans for telephone service.
Interactive Response Technologies, Houston, TX
Whitefence Account Manager 11/2007 – 10/2008
Established new accounts via online website for various companies such as AT&T, Verizon, Comcast and a variety of electric and gas companies based throughout the United States; performed problem solving with accounts; handled sales calls; directed calls to appropriate departments; provided excellent customer service.
Macy’s, Houston, TX
Fashion Fair Counter Manager 07/2006 – 04/2007
Recruit, train, coach, motivate and develop new and incumbent associates on company policies and
Procedures, product knowledge, and personal department productivity goals.
Alert sales manager of needs and concerns of the business and staff.
Communicate regularly with vendors, planners, distributors, and buyers regarding stock needs.
Develop and implement business-driving events and ensure proper execution to achieve counter
productivity goals.
Review and analyze business performance of daily, weekly, monthly seasonal and annual sales results.
EDUCATON
Highlands Senior High School, Natrona Heights, PA Retail Merchandising, Deca, Spanish 1994
Connelly Technical institute GED 1997
ICM School of business Medical Assistance 1998
Empire Beauty School Cosmetology 2004
International Continental University Business Administration 2006
REFERENCES
Christopher Carter
Fiserv / US bank/Elan Financial services
Project Manger
***********.*******@******.***
Emma Storch
Marks, O’Neill, O’Brien, Doherty & Kelly
Paralegal
*******@********.***
Rebecca Altes
Carnegie Library of Lawrenceville
Librarian
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