Client Service Representative

Sena D. Scott

*** **** ***** ******** *****, VA *3452 757-***-**** ********@*****.***

PROFILE:

Dedicated employee with motivation to maintain customer satisfaction and contribute to company success. For the past 15 years, I have been working in and learning about the call center industry. Each position I have served in has had increasing levels of responsibility.

AREAS OF EXPERTISE:

Microsoft Office, Technical Support, Troubleshooting, Typing - 55 wpm, Complaint Resolution

Customer Service

PROFESSIONAL EXPERIENCE:

Fidelity National Financial Virginia Beach, VA

Client Service Representative 4/2008 - 4/2010

*Received questions and requests from clients, resolved complaints when necessary and responded to clients in a timely manner.

*Kept records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken.

*Provided technical support to clients that needed assistance.

*Provided clients with monthly mortgage portfolio reports in Excel format.

*Completed complex state and federal audits and examinations by the deadline given.

HSBC Card Services Chesapeake, VA

Credit Analyst 3/1998 - 6/2007

*Analyzed consumer credit bureau reports to determine financial strength and credit worthiness.

*Determined degree of risk from such factors as applicant’s debt to income ratio, financial standing, occupation and credit history.

*Recorded loan rejection, specifying guidelines and basis for declining application, such as insufficient cash reserves.

Bank of America Norfolk, VA

Fraud Analyst 9/1993 – 11/1997

*Monitored electronic account and transaction data for suspicious activity and possible fraud.

*Reviewed, investigated and resolved irregular transactions reported by credit card users.

*Kept detailed records of suspicious activity, analyzed trends, communicated security threats to management and provided recommendations for loss mitigation as needed.

EDUCATION & TRAINING:

Mansfield School of Business – Virginia Beach, VA

Business Administration – 1992

Training – I’ve completed numerous courses and seminars in Customer Service, Microsoft Office, Leadership and Time Management.

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