Conduent

Investigate performance to maintain employee adherence to quality and safety
policies.
Recommend improvements to systems and procedures for increased productivity.
Oversee process checks to verify proper completion and correct frequency.
Implement internal auditing practices to create standards and statutory obligation
compliance reports.
Construct tools for auditing teams to complete compliance assessments.

Quality Assurance Analyst

Responded to Customer Inquiries by utilizing information learned during training and resources   available through people, customer records, and knowledge management systems.

 Assisted with customer inquiries by using professional, effective verbal communication skills; including the ability to convey complex information in clear and concise terms to ensure customer understanding.

Identified customer needs by using information provided, system data, clarifying questions, and problem solving to ensure the customer is provided complete and accurate information.

 Adhered to confidentiality requirements and laws to ensure information is disseminated only to authorized individuals.

Processed required transactions via web-based applications.

Submitted research requests in a concise yet accurate manner, requiring effective and accurate written communication skills.

• Maintains a thorough knowledge of the company and client programs, policies, and technology.

• Provides support to other positions/operations in cases of heavy workloads or absences.

Customer Care Advisor

Tally Inc

Handled day-to-day account management issues for our newly established and returning customers.

Educated prospects and customers on the Tally mobile app experience and how our product could help them manage and payoff credit card debt

Took ownership of customer issues and followed through to resolution

Worked collaboratively with other team members to share best practices for account servicing

Used technology to constantly raise the bar in account servicing

Consistently updated job knowledge by studying new product descriptions

Adhered to federal and state regulations and internal compliance policies

User Success Associate

Zero

Received and investigated customer inquiries through multiple channels (phone, chat and email)

Worked collaboratively with other departments as necessary to ensure complete, accurate and timely resolution of customer issues

Logged bugs in JIRA and followed up on existing issues to ensure a resolution was communicated to the customer

Handled complaints and adhered to compliance requirements to assure mutually beneficial outcome for both customer and Zero Financial

Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions

Accepted and processed disputes/chargebacks cases in compliance with MasterCard

Worked diligently to minimize and mitigate potential losses

Account Support Specialist

LendingClub

Assisted with high volume inbound phone calls from borrowers and prospective borrowers

Analyzed credit data and financial statements of individuals to determine the degree of risk involved in lending money

Facilitated payments on borrower accounts

Anticipated borrower's future needs and provide alternative options to accommodate the borrower's during the application process

Collaborated regularly with cross-functional departments to ensure a seamless and efficient customer experience

Member Support Specialist

SelectQuote Insurance Services

Interacted with SelectQuote Sales staff and insurance carriers to help expedite the underwriting of all new business applications

Managed a large caseload of pending applications and tracked policy issues and reissues
Identified problem areas within the life insurance application process, analyzed risks and suggested appropriate solutions

Acted as the point person for carriers that need to contact SelectQuote with any questions or issues

Company Representative

Arthur Beren Shoes

Followed up on order status with customers credit card billing verification

Recommended improvements to products and services to mitigate complaints.

Maintained revenue streams by exhausting every option before offering refunds.
Collected customer feedback and recommended procedural or product changes to enhance future        service delivery.

Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions.

Customer Service Specialist

QUALITY OVER QUANTITY! There is always room for improvement.

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