Summary
Overview
Work History
Education
Skills
Timeline
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Deanna Sanchez

Mesa,Arizona

Summary

Experienced service professional with a strong focus on effective communication, active listening, and analytical problem-solving skills. Enhances customer experiences through service-oriented behaviors and a deep understanding of customer desires. Builds loyalty by providing customized solutions that meet individual needs.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Social Security Administration
06.2023 - Current
  • Delivers top-tier service to individuals from diverse backgrounds by providing information on how to apply for retirement, disability, Medicare, SSNs, and other critical benefits Social Security administers.
  • Employs attention-to-detail skills to establish the facts when screening individuals in person and by telephone to determine eligibility for benefits accurately and set up appointments to file.
  • Efficiently serves the public and actively listens to respond to claimant inquiries. Investigate and reconcile discrepancies while maintaining lobby wait times to exceed office goals.
  • Ensures claimants comprehend benefit rules and responsibilities by translating complex federal policies and procedures into understandable terms.
  • Processes inputs to update records across various computer systems, prioritizes off-duty workloads and daily office tasks, and appropriately reviews and files forms and documents to protect critical information.

Chargeback Specialist

Upgrade, Inc.
02.2022 - 05.2023
  • Conducted detailed analysis of cardholder transactions and internal data to detect unusual or suspicious activity and determine appropriate responses to mitigate losses and resolve claims efficiently.
  • Assembled compelling responses with supporting evidence and submitted chargebacks to Marqeta. Maintained accurate documentation in customer files per dispute claim.
  • Provided prompt and friendly replies to customers throughout the dispute process and communicated the next steps in the claim with proper expectations via email and mobile banking platforms.
  • Managed workload productively to investigate and resolve over 30 fraud and non-fraud disputes daily, exceeding performance expectations and consistently meeting company and bank regulation deadlines.
  • Proactively identified fraud trends and provided valuable feedback on processes and potential fraud risks, displaying commitment to financial protection for customers. Also assisted other internal departments by offering escalation support via chat throughout the dispute process

Visa Dispute Specialist II

Desert Financial Credit Union
04.2020 - 02.2022
  • Managed non-fraud and fraud debit card disputes, promptly issued provisional credit to accounts, and notified members of an outline of the dispute process by mobile banking and mail.
  • Displayed exceptional multitasking skills by handling internal and external communications, including phone calls and correspondence with members via various channels.
  • Prioritized the member's needs to recover funds by resolving several disputes per month, showcasing productivity and proficiency in navigating Visa Resolve Online and other applications.
  • Created a structured routine to process daily tasks, stay on top of Outlook emails and reminders, and accurately store relevant member and merchant documents in the proper systems.
  • Prepared and submitted strong pre-arbitrations within the timeframe and monitored Visa Online queues and other workloads to stay current in the dispute process, ensuring compliance with Visa and credit union regulations.

Customer Service Representative

Liberty Mutual
02.2018 - 03.2020
  • Obtained my auto property and casualty insurance license to answer inbound calls in a fast-paced environment, and assisted by counseling policyholders to ensure they had adequate auto insurance coverage per state policy.
  • Responded to inquiries such as adding and removing coverage, issuing proof of coverage, supplying state-required forms, billing inquiries, policy reinstatements, and problem-solving other issues.
  • Actively listened to policyholders' needs and conducted in-depth policy reviews to find lower premium rates and uphold policy retention to boost customer loyalty.
  • Capable of de-escalating difficult calls and resolving policy discrepancies, leading to receiving multiple certificates of recognition for outstanding customer service.
  • Consistently maintained the company's monthly performance metric goals to become one of the department's top five highest-performing agents.

Teller

Desert Financial Credit Union
06.2016 - 01.2018
  • Assisted members by processing routine financial transactions, including check cashing, withdrawals, deposits, loan payments, cash advances and wire transfers.
  • Possessed an in-depth knowledge of credit union products and services to identify opportunities that would benefit members' financial needs and referred them to partnering branch professionals within financial services.
  • Proficient in managing large incoming and outgoing volumes of currency and processing payments for various loans.
  • Managed and balanced cash flow throughout the day to ensure the cash drawer was accurately balanced with branch totals per closing duties.
  • Exhibited friendly and personable customer service in interactions with members to contribute to building relationships that align with the credit union initiative.

Education

Certificate of Esthetics -

Penrose Academy
Scottsdale, AZ
04.2023

High School Diploma -

Dobson High School
Mesa, AZ
05.2016

Skills

  • Superb customer service
  • Interpersonal skills
  • Communication skills
  • Complex problem-solving
  • Conflict resolution
  • Time management
  • Microsoft Word and Outlook
  • Paperwork Processing

Timeline

Customer Service Representative

Social Security Administration
06.2023 - Current

Chargeback Specialist

Upgrade, Inc.
02.2022 - 05.2023

Visa Dispute Specialist II

Desert Financial Credit Union
04.2020 - 02.2022

Customer Service Representative

Liberty Mutual
02.2018 - 03.2020

Teller

Desert Financial Credit Union
06.2016 - 01.2018

Certificate of Esthetics -

Penrose Academy

High School Diploma -

Dobson High School

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Deanna Sanchez