Overview
Work History
Skills
Timeline
Generic

Christopher Fillmore

Riverview

Overview

8
8
years of professional experience

Work History

Client Success Agent

National Debt Relief
01.2024 - Current
  • Utilize client relationship management software (Salesforce) to facilitate the process of responding to customer calls and addressing customer concerns
  • Resolve client inquiries, complex scenarios, and program concerns in high stress environments with empathy, confidence, subject matter knowledge, and relationship building skills to deliver a positive, solution-focused experience
  • Document client discussions clearly and concisely
  • Present settlement proposals to clients for approval
  • Responsible for guiding the client’s discussions with next steps to progress towards their financial goals
  • Escalate and direct clients to leadership and other departments as needed
  • Assist clients that may have creditors seeking legal action, providing guidance through the process

Electronic Banking Specialist

Regions
09.2022 - 01.2024
  • Responds to a high volume of customer inquiries about electronic banking and other technical issues
  • Provides excellent customer service and provides answers to client questions within set standards
  • Identifies and meets customer needs by providing advice, guidance, and education to customers on the full range of bank products and services Regions offers
  • Uses inbound/outbound telephone techniques to solidify and build client relationships
  • Achieves or exceeds performance targets monthly for quality assurance, efficiency, and customer engagement
  • Troubleshoots client’s electronic and mobile banking technical issues
  • Identifies and resolves problems promptly with use of critical thinking
  • Helped customers prepare documents required to complete transactions and process requests.
  • Follows through on customer inquiries, requests, or complaints
  • Uses systems and/or applications simultaneously
  • Maintains patient and positive attitude
  • Provides insight for continuous improvement of internal systems/services

Chargeback Associate

Genpact/FIS
08.2019 - 09.2022
  • Knowledge of Credit Card rules and regulations, federal and state regulations, and internal procedures that affect chargeback dispute processing
  • Handled all aspects of the dispute process in compliance with Credit Card, federal and state rules and regulations
  • Reviewed, researched, and initiated the resolution of dispute inquiries from cardholders, financial institutions, merchants, and internal departments
  • Ensured compliance with federal and state regulations in resolving billing errors
  • Responded to telephone inquiries from cardholders, financial institutions, and merchants regarding disputes
  • Handled/resolved non-posted items, retrieval projects, and authorization chargebacks
  • Met and exceeded expected case productivity volume with high accuracy.

Barista

Starbucks
08.2017 - 08.2022
  • Preparing beverages, food, and handling cash with precision
  • Providing excellent service while also anticipating the customer's needs
  • Working efficiently under pressure while maintaining a calm demeanor
  • Performing many different tasks simultaneously
  • Memorizing a plethora of drinks and food items, including their construction and specifications.

Skills

  • Ability to handle and resolve a high volume of incoming calls by determining the cause of the problem, finding a reasonable solution, and communicating that solution to the consumer in a timely manner
  • Ability to navigate through multiple databases across multiple systems simultaneously to provide the quickest response to the consumer
  • Ability to take on challenging situations and resolve them with a sense of urgency and empathy
  • Ability to remain professional in high-stress situations and de-escalate situations where the consumer may be frustrated
  • Ability to make customer connections while maintaining and strengthening a positive relationship between the company and the consumer
  • Excellent professional verbal and written communication skills allied with effective listening
  • Strong computer/keyboard skills as well as solid math, analytical, and critical thinking skills
  • A passion for serving customers and a professional commitment to following through in a dynamic, challenging environment
  • Troubleshoots client’s electronic and mobile banking technical issues

Timeline

Client Success Agent

National Debt Relief
01.2024 - Current

Electronic Banking Specialist

Regions
09.2022 - 01.2024

Chargeback Associate

Genpact/FIS
08.2019 - 09.2022

Barista

Starbucks
08.2017 - 08.2022

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Christopher Fillmore