Chelsea Mundy
Jamestown
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Banking / Financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, and results-oriented with exemplary passion for developing relationships, willingness to train and learn new skills.
Overview
8
8
years of professional experience
Work History
Fraud Support Call Center Representative- Contract
Apex Systems / Jack Henry & Associates
11.2024 - Current
- Answering fraud and non-fraud intake calls in a timely manner.
- Adhered to department processes, procedures and goal expectations for case investigations.
- Researched and analyzed individual parties' positions to understand dispute background.
- Advised parties on dispute resolution processes, policies and procedures, helping disputants understand final resolutions.
- Used sound judgment and available resources to make well-informed decisions for case intake.
Customer Service Representative
Amazon/ Shopbop
10.2023 - 08.2024
- My Role as A customer service representative included but was not limited too
- Sending and receiving customer inquires via email and inbound phone calls
- Handled customer inquiries, answered product questions, and resolved problems in a timely manner
- Established personal connections with customers, exceeding customer service expectations
- Reply to preorder questions about fit, fashion trends/style, product availability, and promotions via phone, email, and online chat
- Provide guidance through the online ordering process
- Address and resolve post-order questions regarding shipping, billing, and delivery
- Utilize a variety of software programs to resolve customer inquiries
- Work with external shipping contractors to assist customers with both domestic and international issues
Business Banking Representative
PNC Financial Services Group
02.2022 - 09.2023
- My role as a Business Banking Representative has a number of roles including but not limited to:
- Answering customer questions about basic banking services, such as account balances and interest rates and fees
- Providing exceptional service for all business clients and accounts (deposit, commercial deposit, commercial loans, installment loans, lines of credit and all credit card accounts.)
- Responding to customer inquiries and complaints in a timely and professional manner
- Process customer transactions such as loan payments, credit card payments, transfers, and refunds
- Providing online banking and mobile banking tier 2 technical support
- Business credit card services including disputes, payments and general information regarding accounts
- Filing disputes and complaints for all accounts
Customer Service Representative
TELUS International
03.2019 - 02.2022
- My role as Customer Service Support Representative included:
- Account services such as enrolling customers and account upkeep
- Taking and making calls both inbound and outbound in a high pressure environment
- Processing refunds and taking payments
- Tier 2 technical support for Android and IOS devices as well as website technical support
- Having content conversations and educating customers on products and services
- De-escalating angry customers
- Making wonderful recommendations to all customers
Teller/Loan Processor
CURO Financial Technologies Corp
11.2016 - 01.2019
- My Role at Curo was subject to but not limited to the following responsibilities:
- Verifying and cashing checks and money orders for customers
- Taking loan payments in person and by phone
- Assisting customers with loan applications and inputting data into our system
- Staying updated with all regulations and ensuring customer compliance
- Money services such as Money Gram and printing money orders
- Buying and testing gold
Education
Business Administration - Business Administration Certification
Sierra Nevada Job Corps
Reno, NV03.2014
GED - undefined
Sierra Nevada Job Corps
Reno, NV03.2014
Skills
- Customer service
- Time management
- Communication skills
- Microsoft word
- Analysis skills
- Cash handling
- Financial services
- Banking
- Data entry
- Computer skills
- Software troubleshooting
- Computer literacy
- Multi-line Phone Systems
- Account updating
- Problem-solving skills
- Transaction review
- Data analysis
- Information collection
- Disputant relations
- Active listening
- Teamwork and collaboration
Timeline
Fraud Support Call Center Representative- Contract
Apex Systems / Jack Henry & Associates
11.2024 - Current
Customer Service Representative
Amazon/ Shopbop
10.2023 - 08.2024
Business Banking Representative
PNC Financial Services Group
02.2022 - 09.2023
Customer Service Representative
TELUS International
03.2019 - 02.2022
Teller/Loan Processor
CURO Financial Technologies Corp
11.2016 - 01.2019
GED - undefined
Sierra Nevada Job Corps
Business Administration - Business Administration Certification
Sierra Nevada Job Corps
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