Christine Prasad

Mentored and guided employees to foster proper completion of assigned duties.

• Built strong relationships with customers through positive attitude and attentive response.
• Partnered with managers to identify and capitalize on sales trends and brand initiatives.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.
• Helped write employee schedules.
• Resolved customer complaints and answered questions.
• Ensured staff complied with Company Name quality customer service standards.
• Participated in interviews of potential employees along with management and team leader.
• Prepared variety of different written communications, reports and documents
• Handled over 40 calls per day to address customer inquiries and concerns

• Assuming ownership of billing processing assigned book of business, including contract setup, data preparation, billing, and analysis.
• Accumulate source data from multiple sources, maintain contract rates, invoice and credit memo issuance within ERP system
• Review and analyze client contract for proper billing; work with account management and product teams to ensure client is billed as expected
• Researching and resolving client inquiries and issues
• Performing invoice analysis and variance research
• Accepting responsibility in resolving problems escalated by clients.
• Using strong analytic skills to solve problems and make decisions based on limited precedents or guidelines
• Generating and submitting invoices based upon established accounts receivable schedules and terms.
• Training
• Identified, researched and resolved billing variances to maintain system accuracy and currency
• Acting as liaison with Clients and other departments, divisions, and organizations to research and resolve client inquires and issues.

• Investigate, evaluate, and process disputes/chargebacks
• Be continuous learner due to updated network regulatory requirements and client guidelines
• Monitor systems to detect possible fraudulent behavior related to card usage
• Contact cardholders to investigate possible fraud
• Deliver great customer experience with proper phone etiquette on inbound and outbound calls with clients and cardholders
• Track and action case within timeframes based on regulatory guidelines and client requirements
• Make recommendations to implement changes in continuous efforts to improve processes
• Understand compliance and verification procedures to effectively process cardholder information
• Respond to inquiries from internal and external stakeholders regarding chargeback requirements, system processing and functionality, dispute lifecycle, claim status, and data input
• Enter data into client-specific systems to accurately record and keep track of cardholder, card, transaction, and case information
• Training and writing procedures
• Escalated files with significant indemnity exposure to supervisor for further investigation
• Addressed average of 10 customer inquiries and complaints each week

• Providing service support to both internal and external clients for a specific product or group of products, and is considered the primary liaison between the clients.
• Defining and resolving moderately complex customer problems within the designated product lines.
• Has full product service issue accountability, including incident reports, communication center notification, Service Point work item records, adhering to client service level agreements,
• Monitoring liability issues and escalation to management when appropriate.
• Providing consultative servicing in order to meet client and company objectives, and fosters positive relationships with the client and internal departments.
• Controlling liability exposure, interprets and communicates industry standards, updating internal systems, communicates enhancements with expertise in product with specific transactions, screens and reports, in addition to possessing knowledge of product/system functionality gained through experience, research and testing.
• Adheres to established policy and procedures
• Primary function is to answer support tickets and assist with whatever technical issues the client are facing. To ensure success as a technical support analyst, in-depth knowledge of hardware and software systems, high-level interpersonal skills, and the ability to solve complex IT issues. Ultimately, a top-notch technical support analyst can easily identify and solve technical issues .

• Assisted members by phone with variety of transactions in efficient, accurate, confidential and professional manner. Provides service for On-Line Banking access across multiple devices.
• Meeting and exceeding personal sales goals. Shows competency in sales, product knowledge, member solutions and work ethic .
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Assist new associates with internal systems and tools.
• Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
• Researched and rapidly resolved client conflicts to maintain key accounts.
• Reduced average call time 5% with optimal call control and proper use of internal knowledge bases

• Supervised team of 10 including mentoring and training on company best practices.
• Managed client inquires including verifying credit with credit bureaus and creditors, Interviewed lenders and borrowers and recommend appropriate institution services , monitored incoming and outgoing calls ensuring customer satisfaction
• Managing workflow of employees, creating team schedules and delegating tasks
• Assessing work performance of their employees and identifying areas that need improvement
• Ensuring that business goals, deadlines and performance standards are met
• Setting goals for workers and making sure their comply with company’s plans and vision.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Set overall vision and provided team leadership