CLAUDIA C CORREA
Smyrna,Delaware
Summary
Customer Service Professional with years of experience in disputes resolution, claim processing, escalations, training development and call center operations within the banking industry.
Expert in resolving escalated customer service issues.
Exceptional organizational, analytical and managerial skills.
Excel at highly competitive work environments.
Overview
21
21
years of professional experience
Work History
Dispute and Resolution Representative
Planet Payment
06.2013 - Current
- Proficient knowledge of the association and regulations and timeframes associated with chargeback management.
- Proficient knowledge of the MasterCom, VROL, American Express, Union Pay and Discover Dispute systems chargeback and case filing procedures.
- Organize daily work based on merchant and issuer's response timeframe.
- Commenting all actions associated with each chargeback and case in the chargeback database.
- Maintaining case file folders for updates to resolution.
- Process daily chargeback transactions and initiate outgoing cases such as Pre-Compliance, Pre-Arbitration and Good Faith.
- Process Miscellaneous fees and merchant adjustments as appropriate.
- Work all incoming case within the appropriate timeframes.
- Ensure all incoming and outgoing documentation is scanned into the chargeback database.
- Prepare all chargebacks and cases for notification to merchant.
- Assist with internal procedural changes for Association compliance.
- Monitor Chargeback ratio using Mas and Excel.
- Evaluate ratios against Visa, MC regulations.
Customer Service Coordinator
Capital One
Wilmington, DE
01.2013 - 01.2013
- Takes inbound calls from existing customers and assist them with filing insurance claims offered through their account.
- Open claim process after determining if customer is eligible for claim and account is up to date and good standing.
- After obtaining information from the customer regarding their hardship.
- I determined which benefit best suit the customers needs.
- Advise customer status of their claim and ask for any additional information to assist with the open claim.
Senior Customer Service Representative
Capital One
New Castle, DE
01.2012 - 06.2013
- Takes inbound calls from existing customers and assist them with filing insurance claims offered through their account.
- Open claim process after determining if customer is eligible for claim and account is up to date and good standing.
- After obtaining information from the customer regarding their hardship.
- I determined which benefit best suit the customers needs.
- Advise customer status of their claim and ask for any additional information to assist with the open claim.
Quality Control Analyst
Bank of America
Newark, DE
01.2007 - 01.2012
- Review associates work to identify quality errors and bank losses.
- Work closely with coaches to enhance associates performance.
- Provide feedback to associates regarding cases worked.
- Work production case to assist with volume.
- Monitor and work queues daily according to priority.
- Approve or deny associates work by releasing or deleting monetary adjustments.
Coach
Bank of America
Newark, DE
01.2005 - 01.2007
- Enhance employee performance through daily mentoring and one on one discussion.
- Communicate development needs to the team manager.
- Contribute input to employee evaluations.
- Handle escalated calls and provide feedback to associates related to call.
Dispute by Phone Representative
Bank of America
Newark, DE
01.2003 - 01.2005
- Research and respond to customer with their credit card disputes.
- Analyze, prepare and resolve disputes in accordance with federal regulations.
- Provided floor support to associates.
- Provided feedback to associates while listening to calls.
Education
High School Diploma -
Hodgson Vo-Technical High School
1993
Skills
- Creative problem solver
- Exceptional communication skills
- Strong client relations
- Team Player
- Quick learner
- Customer Satisfaction
- Strong Organizational Skills
- Positive Customer Experiences
Timeline
Dispute and Resolution Representative
Planet Payment
06.2013 - Current
Customer Service Coordinator
Capital One
01.2013 - 01.2013
Senior Customer Service Representative
Capital One
01.2012 - 06.2013
Quality Control Analyst
Bank of America
01.2007 - 01.2012
Coach
Bank of America
01.2005 - 01.2007
Dispute by Phone Representative
Bank of America
01.2003 - 01.2005
High School Diploma -
Hodgson Vo-Technical High School
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