Christiana Labarbera
Tampa,Florida
Summary
Self motivated and proven leader in driving customer service and satisfaction In a service orientated environment. Possess strong customer service background which facilitates addressing and solving customer concerns with a high degree of satisfaction. Recognized for people skills, and ability to utilize soft skills leading associates in a productive and rewarding environment. Strong communications skills and adept at effectively communicating whether in a one on one setting or group/team environment. Excellent organizational and problem/solving skills. Proficient in Microsoft Office software.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Backline Disputes Representative
Macys Credit And Customer Service
Tampa, Florida
03.2024 - Current
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Consistently met daily performance goals set by management team members.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
- Participated in training sessions designed to improve overall job performance.
- Answered questions and resolved concerns for customer support.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Monitored operations and reviewed records and metrics to understand company performance.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
- Analyzed key performance indicators to identify effective strategies.
- Analyzed customer accounts to identify and resolve disputes.
- Assisted customers with dispute resolution, providing explanations of the process, account information and answers to inquiries.
- Conducted research utilizing internal systems and external sources to validate claims and resolve discrepancies.
- Processed chargeback requests from merchant banks according to established procedures.
- Reconciled chargebacks through collaboration with bank partners and merchants.
- Responded promptly to emails, faxes and phone calls regarding disputes.
- Resolved disputes by issuing credits or refunds when appropriate.
Inbound Customer Service Representative
Macys Credit And Customer Service
Tampa, FL
10.2023 - 03.2024
- Resolved customer complaints in a timely manner.
- Provided customers with product and service information.
- Developed and maintained positive customer relationships.
- Identified customer needs and determined appropriate solutions.
- Reviewed accounts for past due balances or other irregularities.
- Assisted customers with billing questions or payment issues.
- Verified account information to ensure accuracy of data entry.
- Entered new customer information into system database.
- Navigated through multiple systems to resolve customer requests.
- Maintained updated knowledge of company's products and services.
- Answered incoming customer inquiries via telephone and email.
- Followed up on customer inquiries not immediately resolved.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Attended educational seminars and conferences to develop expertise and improve performance.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
Licensed Claims Adjuster
Progressive Insurance
12.2022 - 04.2023
- My job with Progressive Insurance was to assist customers who had been involved in car accidents
- My primary role was to inform customers of their insurance coverages as well as facilitate repairs for their vehicles in a timely manner
- My job was to assess liability and determine who was at fault for the accident
- I also worked with other insurance carriers so the right determination for liability was assessed
- I worked out of multiple systems simultaneously to complete job functions
- I also used software such as LexisNexus to locate people and their vehicles.
Senior Customer Service Coordinator
Capital One Financial
10.2015 - 09.2022
- When I originally started with the company, I worked in the rewards department which assisted customers in redeeming the rewards they earned on our different types of credit cards, whether for an account credit to their balance, a check, gift cards and also booking travel through our travel portal
- I also assisted customers with any other basic account needs such as payments, balance transfers, waiving fees when necessary, updating information, and answering any other account questions
- I'm 2018, was promoted into a Fraud/Disputes role where my primary job function became helping customers dispute transactions for items, as well as submitting fraud reports when necessary, changing credit card numbers, clearing fraud concerns, and also completing any other basic account function when needed
- I was my teams rapport coach and helped my team create ways to build more rapport with customers for a better call flow which focused on the customer service aspect
- I created multiple trackers which ended up being implemented by other departments to help track any issues on accounts
- I also received corporate recognition for my handling of calls during a data breach.
Customer Service Lead
Toys R Us/Babies R Us
03.2012 - 08.2015
- My primary function was to oversee the front end and day to day functions
- I oversaw a number of employees and made sure they were adhering to their job role/functions
- I scheduled breaks and lunches, counted money, assisted on register when need be, answered any questions from customers and assisted them with any needs they may have
- I also was knowledgeable in other departments such as back of house duties, baby side and also toys side.
Customer Service Leader
Sweetbay Supermarket
01.2010 - 04.2012
- Coordinated and directed activities of 25 front end employees
- Used Kronos labor scheduling software to determine business needs for the purpose of having appropriate resources available to meet service levels required
- Coordinated daily lunches and breaks adhere to regulatory guidelines
- Coached associates on performance issues as needed and documentation
- I was also selected by leadership to mentor and train existing and new associates.
Education
Diploma -
Wesley Chapel High School
05.2009
Skills
- Customer Service
- Microsoft Office
- Banking/Financial
- Insurance
- Communication
- Teamwork
- Work ethic
- Attention to detail
- Time management
- Appointed team rapport coach
- Credit Card Regulations
- Complaint resolution
- Banking systems proficiency
- Quality Control
- Regulatory Compliance-
- Team building
- High-energy attitude
- Calm and Professional Under Pressure
Certification
State License Claims Adjuster, 12/01/22
Languages
English
Full Professional
Accomplishments
- Corporate recognition for my ability to assist customers who were affected by a data breach we had experienced which affected millions of our customers personal information.
References
References available upon request.
Timeline
Backline Disputes Representative
Macys Credit And Customer Service
03.2024 - Current
Inbound Customer Service Representative
Macys Credit And Customer Service
10.2023 - 03.2024
Licensed Claims Adjuster
Progressive Insurance
12.2022 - 04.2023
Senior Customer Service Coordinator
Capital One Financial
10.2015 - 09.2022
Customer Service Lead
Toys R Us/Babies R Us
03.2012 - 08.2015
Customer Service Leader
Sweetbay Supermarket
01.2010 - 04.2012
Diploma -
Wesley Chapel High School
State License Claims Adjuster, 12/01/22
Similar Profiles
Sydney EngleSydney Engle
Selling Specialist- Furniture and BeddingBackline at Macys Credit And Customer ServiceSelling Specialist- Furniture and BeddingBackline at Macys Credit And Customer Service
HAROLYN DINGLEHAROLYN DINGLE
Dital and Credit Customer Service at Macys Credit And Customer ServiceDital and Credit Customer Service at Macys Credit And Customer Service
Gaiola TheluscaGaiola Thelusca
Customer Service Representative at Macys Credit And Customer ServiceCustomer Service Representative at Macys Credit And Customer Service