1
Language
2
years of professional experience
Pursuing a full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Work History
Customer Service Representative
2 Years 4 Months- Resolved customer inquiries regarding accounts, transactions, and card services with accurate, timely support.
- Processed service requests, disputes, and account updates while maintaining compliance with banking procedures.
- Explained product features, fees, and account policies to clarify customer questions and reduce confusion.
- Documented interactions in CRM systems to ensure complete case tracking and follow-up continuity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Utilized CRM tools to track progress of each case, ensuring timely follow-up and resolution of outstanding disputes.
- Educated customers on company policies and procedures relating to billing disputes, fostering understanding and compliance.
- Provided timely responses to customer inquiries regarding their billing disputes, demonstrating professionalism and empathy.
- Ensured security of confidential data by adhering strictly to privacy policies during the handling of sensitive customer information.
- Monitored trends in billing disputes, proactively addressing potential concerns before escalation.
- Monitored dispute queues to prioritize urgent cases and maintain consistent case follow-up.
- Verified customer identities and maintained confidentiality during sensitive account servicing.
- Escalated complex concerns to appropriate departments while preserving service quality.
Education
High School Diploma
Skills
CRM management
Customer service
Data entry
Data confidentiality
Policy adherence
Problem resolution
Critical thinking
Active listening
Computer skills
Relationship building
MS office
Billing adjustments and refunds
Languages
English
Timeline
Customer Service Representative
Citibank, NA
07.2024 - CurrentRead More
John Jay High School
High School Diploma
Read More