Customer Service Specialist with Fraud-Resistant Focus

MARQUISA L. POPE

*** **** ****** ******, *********, AL 35150 256-***-**** *********@*****.***

Professional Summary

Professional Customer Service Specialist, with proven strengths in superior performance at individual, team, and organization levels. Excellent reputation for aiding in team collaboration, showcasing integrity and respect to customers. Obtains the ability of providing administrative support, communicating effectively, increasing positive rapport within customer service dynamics, and growth development by efficiently delivering exceptional support for continuous improvement. Excited to further my knowledge and showcase all the skills obtained thus far.

Skills

●Effective Communication skills

●Excellent Customer Service

●Typing skills: 45+ wpm

●Training & Development

●Empathetic & Patient

●Expert in Microsoft Office Suite

●Organizational skill

●Inbound & Outbound Calling

●Data Entry & 10-key

●Account Management

●Computer Literacy

●Multitasking skills

●Leadership skills

●Problem Solving skills

Work History

Customer Service Specialist September 2019- Current

WELLS FARGO Birmingham, AL

●Strengthen client interactions by conducting cash-based operations, showcasing online platforms, and routing customers to financial specialists and adheres to the regulations of risk management

●Maintains confidentiality of banking records and client information to avoid possible data breaches

●Displays strong etiquette effectively handles difficult calls and other issues bringing positive solutions

●Reviews customer account information to determine current issues and necessary updates

●Ensures to showcase confidentiality for the customers and company’s protection

Account Representative March 2017- September 2019

PORTFOLIO RECOVERY ASSOCIATES, LLC Homewood, AL

●Notified or located customers with delinquent accounts and attempted to secure payment

●Complied with all aspects of the Fair Credit Debt Collection Practices Act, company policies and procedures

●Traced customer to new address utilizing address software or by contacting credit reporting agencies, U.S Post Office, relatives, employers and other possible leads

●Conferred with customer by telephone in attempt to determine reason for overdue payment, review terms of sales, service, or credit contract with customer; take appropriate action if customer disputes the account(s)

●Requested appropriate form letters to customers to notify of transfer of account to our company, encourage payment of delinquent accounts or confirm agreements to settle accounts

●Submitted necessary codes to transfer account to legal collections if customers fail to respond

●Reviewed accounts for delinquencies and other ongoing issues, reached out to customers to assess satisfaction levels and current needs and received and processed client payments, and updated accounts

●Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems

Break Relief Operator October 2014- July 2015

BLUEBELL CREAMERY Sylacauga, AL

●Performed all the duties related to the operations floor including packing, unpacking, and filling orders

●Supported operators during breaks by monitoring materials, product, and equipment at each step of the process

●Identified and reported labels on products to ensure accuracy of code date

●Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction

Assistant Manager March 2013- July 2015

DOLLAR TREE Talladega, AL

●Ensured that the establishment was properly organized and staffed as designated by written schedule through proper job assignments, break rotation, and delegation of tasks during both peak and non-peak periods

●Conducted orientation, training, and evaluation of crew members in all functional areas of job tasks given

●Assisted hourly employees at the point of sale in the execution of product promotions and other needs if needed

●Handle minor customer complaints, took prompt and appropriate action to resolve problem and made determination when to report to management team on more serious complaints

●Responsible for timely and accurate completion of all cash accountability reports on assigned shifts

●Ensured guest service in all areas met applicable standards for quality, value, and cleanliness

Education

Jefferson State Community College – Birmingham, AL Starting: 01/2025

Culinary Arts

Central Alabama Community College - Alexander City, AL Some College

Computer Science

Alabama State University - Montgomery, AL Some College

Criminal Justice

University of Alabama at Birmingham - Birmingham, AL Some College

Criminal Justice

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