Customer Service Agent - Billing & Account Support

Brandie Wicker

Customer Service Agent

***** * ******* ********** *** 1701 Dallas, TX 75243 +1-469-***-**** **********@*****.*** Professional Summary

Astute customer service professional with over 4 years’ experience in high-volume environments across finance and insurance. Demonstrated proficiency in managing inquiries, resolving billing issues, and coordinating between teams to ensure outstanding client satisfaction. Skilled in CRM tools, Microsoft Office, and conflict resolution, ensuring seamless customer care and efficient service delivery.

Work Experience

Customer Service Representative

PMAM Corporation Dallas, TX

January 2026 to April 2026

• Assisted customers with billing inquiries related to permits, ensuring clear and accurate information delivery

• Conducted outbound calls to collect on outstanding bills, demonstrating effective communication and negotiation skills Customer Service Representative

Bank of America Fort Worth, TX

October 2024 to October 2025

• Received inbound calls addressing customer accounts, providing timely and professional support

• Processed payments and account adjustments tailored to customer needs to ensure satisfaction

• Explained financial products and benefits clearly to customers, enhancing understanding and trust

• Confirmed payments and refunds, maintaining accurate account records Customer Service Representative

A-Max Insurance Services Dallas, TX

March 2021 to May 2021

• Handled inbound customer calls regarding accounts, delivering prompt and accurate assistance

• Processed payments and account adjustments based on customer requirements

• Provided detailed explanations of products and benefits to support customer decision-making

• Verified payments and refunds to maintain account accuracy Customer Service Representative

Wells Fargo Irving, TX

July 2019 to February 2020

• Managed inbound and outbound calls for a major client, addressing product and billing inquiries professionally

• Resolved account-related questions and billing issues efficiently in a fast-paced setting

• Utilized multiple computer applications simultaneously to support customer interactions

• Maintained composure and professionalism while handling challenging customer situations Customer Service Agent

Ambit Energy Plano, TX

October 2017 to November 2018

• Delivered world-class customer service through inbound and outbound calls for a recognized brand

• Educated customers on products and provided tailored solutions to resolve issues effectively

• Recommended suitable plan options to enhance customer satisfaction and retention

• Handled billing inquiries and account questions with accuracy and professionalism

• Managed multiple computer applications efficiently during customer interactions Supervisor

iQor Plano, TX

July 2017 to October 2017

• Managed and coached a team of 20+ customer service agents to achieve performance goals

• Maintained quality assurance standards ensuring calls complied with company policies

• Provided performance feedback, coaching, and goal setting to improve customer service delivery

• Addressed attendance and HR issues to maintain team productivity and morale

• Verified and corrected payroll time entries to ensure accuracy Workforce management

iQor Richardson, TX

December 2016 to July 2017

• Prepared detailed reports on staff attendance and schedule adherence to support operational efficiency

• Communicated with management and operations to ensure compliance with company standards

• Maintained running reports of attendance incidents and followed up for accurate record-keeping

• Monitored agent adherence and average handle time, providing updates to supervisors

• Supported workforce planning to meet customer service demands effectively Education

High school diploma

South Garland High School

2002

Skills

Customer service Customer support Client interaction via phone calls Managing customer accounts Billing issue inquiries Communication skills Problem solving Conflict resolution Microsoft Office Microsoft Outlook Microsoft Excel Organizational skills Attention to detail Time management CRM software proficiency

Languages

English - Fluent

Additional Information

Authorized to work in the US for any employer

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