Summary
Overview
Work History
Education
Skills
Timeline
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Angelica Murray

Odenville,AL

Summary

Helpful Member Service Representative diffusing volatile customer situations, generating additional revenue and building productive relationships with both staff and customers. Customer-centered and friendly professional with 9-year background maintaining customer satisfaction and contributing to company success goals.

Overview

11
11
years of professional experience

Work History

Member Experience Associate

Shipt Headquarters
Birmingham, AL
04.2020 - 05.2023
  • Resolve challenging issues presented by shoppers and members while maintaining excellent time management.
  • Research and investigate fraud and dispute claims, as well as issue refund accordingly.
  • Finalize investigation using provided evidence and documentation.
  • Provide exceptional support thru various channels of communication including chat, email, and phone.
  • Use Slack heavily to communicate with team leads and peers to increase productivity.
  • Managed member accounts, tracked orders, and facilitated issue resolution, consistently maintaining a high level of customer satisfaction.

Member Enrollment Specialist

DST Solutions
Birmingham, AL
07.2016 - 04.2020
  • Processed member enrollments and maintained accurate records, ensuring compliance with regulatory guidelines.
  • Collaborated with cross-functional teams to troubleshoot and resolve enrollment-related issues, enhancing overall customer satisfaction.
  • Developed training materials and provided guidance to new team members, contributing to the growth of the team's expertise.

Collection Agent

BBVA
Birmingham, AL
03.2012 - 06.2016
  • Managed collections for overdue accounts, effectively negotiating payment plans and resolving customer concerns.
  • Utilized strong communication skills to establish rapport with customers and assist them in managing their financial obligations.
  • Achieved consistent monthly targets, maintaining a high level of performance within a demanding work environment.

Education

Some College (No Degree) - Business Administration And Management

Miles College
Fairfield, AL
04-2009

Vincent High School
05.2005

Skills

  • Strong communication
  • Interpersonal skills
  • Customer-focused approach to problem-solving
  • Detail-oriented and highly organized
  • Proficient in using customer relationship management (CRM) software
  • Team collaboration and leadership abilities
  • Live chat experience
  • Customer service
  • Live chat
  • Relationship management
  • Agile
  • CRM software
  • Account management
  • Strong Interpersonal Skills
  • Member Retention
  • Complaint Handling

Timeline

Member Experience Associate

Shipt Headquarters
04.2020 - 05.2023

Member Enrollment Specialist

DST Solutions
07.2016 - 04.2020

Collection Agent

BBVA
03.2012 - 06.2016

Some College (No Degree) - Business Administration And Management

Miles College

Vincent High School

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Angelica Murray