Operations Blended Expert - Retail Account

Mar 2025 - Dec 2025

Elevated to bank card specialist amid business conversion, enhancing customer service capabilities. Delivered expert guidance on credit card products and services fulfilling diverse banking requirements. Resolved customer inquiries efficiently, ensuring satisfaction and loyalty. Vigilant in detecting and thwarting fraudulent transactions, safeguarding customer security.

Quality Analyst - Retail Account

Jan 2023 - Feb 2025

Conducted comprehensive call monitoring to verify accurate information delivery and resolution provided to clients. Ensured strict adherence to company policies and procedures by associates. Assessed associate performance for exceptional customer service delivery. Participated in client meetings and calibration sessions to align service quality standards.

Subject Matter Expert - Retail Account

Sep 2021 - Feb 2022

Provided expert knowledge and consultation in a specialized subject area. Resolved intricate problems leveraging extensive expertise. Managed and took escalated calls with proficiency. Conducted audits on associates' non-talk time, adjustments, and appeasements.

Collection Associate - Retail Account

Mar 2021 - Aug 2021

Expertly negotiated payoff deadlines and structured payment plans with debtors. Tailored repayment schedules to align with individual customer financial circumstances. Addressed and resolved customer questions, complaints, and inquiries with professionalism. Maintained high levels of customer satisfaction while managing sensitive inquiries and issues.

Application Support Associate - Retail Account

Jan 2018 - Feb 2021

Monitored customer application statuses to ensure timely account openings. Expedited the completion of customer application processes with precision.

Technical Support Expert - Cable Account

Jun 2017 - Dec 2025

Provided round-the-clock technical support for cable TV services. Skilled in remote troubleshooting, effectively resolving customer technical issues. Maintained high levels of customer satisfaction. Prepared accurate work orders and documented resolution details. Handled customer account inquiries and resolved billing concerns.

Customer Service Representative - Retail Account

Jun 2017 - Dec 2017

Welcomed and assisted customers with friendly policies and procedures for consistent service delivery. Processed orders and transactions with accuracy and speed. Handled customer inquiries with professionalism and care. Verified product/service availability to meet customer needs.

Customer Service Representative - VISA Account

Apr 2015 - Dec 2015

Managed payroll accounts and gift card transactions with precision. Provided customer support for tracking account activities. Clarified banking processes, policies, and procedures to customers for enhanced understanding.