Ciara Rouster
Little Rock,AR
Summary
Chat Representative with years of experience in Actively contributing to improving client satisfaction by analyzing client needs and concerns and providing information regarding available products and services. This includes reinforcing value, increasing customer utilization of products, promoting education, and providing training
Overview
8
8
years of professional experience
Work History
Customer Service Representative-Clover Security
Fiserv
03.2022 - Current
- Investigated and resolved payment security issues, ensuring compliance with industry regulations.
- Assisted merchants with chargebacks, disputes, and security protocols to prevent fraudulent activity.
- Utilized internal systems to document cases, analyze trends, and provide data-driven insights for fraud prevention.
- Improved risk assessment processes and fraud detection strategies.
Chat Technical Support Rep
Foundever
02.2021 - 01.2022
- Resolved escalated customer concerns effectively, maintaining a high resolution rate of 90%
- Provided comprehensive training to new customer service representatives on company policies and procedures
- Developed email communication templates and knowledge base articles, enhancing the efficiency of support operations
Customer Service Rep
Target
02.2017 - 03.2021
- Provided exemplary customer service to 90+ customers per month, resulting in a 25% improvement in customer satisfaction ratings
- Proactively identified and resolved customer inquiries within one business day, leading to an increase in cost-savings of 37%
- Collaborated with product improvement teams to identify and recommend new and innovative products, leading to a 10% increase in revenue
Education
Degree Name - General Studies
Heritage High School
Saginaw, MIBiology Pre-med
Jackson State University
Jackson, MSSkills
- Conflict Resolution
- Data Entry
- Time Management
- Project Management
- Communication and Interpersonal Skills
- Chat and Messaging Support
- Technical Troubleshooting
- Data Entry and Management
- Knowledge of Company Products and Services
- Call Center Software and Equipment
- Customer Relationship Management (CRM) Software
- Live Chat Tools
Timeline
Customer Service Representative-Clover Security
Fiserv
03.2022 - Current
Chat Technical Support Rep
Foundever
02.2021 - 01.2022
Customer Service Rep
Target
02.2017 - 03.2021
Degree Name - General Studies
Heritage High School
Biology Pre-med
Jackson State University
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