ELEANOR CLOUD
Overview
23
23
years of professional experience
Work History
CLIENT SUPPORT SPECIALIST
US BANK
02.2022 - Current
- Monitor queues to perform a wide variety of account maintenance, billing disputes, fraud alerts, POS Debit and Credit match-ups, unauthorized transactions, escalations, and follow-ups. Guided customers through troubleshooting, navigating the company website/mobile app using the products or service for card activation, pin set/reset, card replacements, fund transfer, dispute claims and, profile updates while constantly providing problem resolutions for efficient account upkeep.
- Engaged with customers through callbacks, email, or text to collect account status information and enhance client communication.
- Resolved client issues promptly to uphold high standards of service quality and client satisfaction.
- Provides back office support for prepaid debit, unemployment, child support and gift card accounts for assigned programs. Assisting call centers with escalated service for urgent requests.
- Managed and distributed daily workloads across work groups to ensure efficient task completion.
- Proficient in Microsoft Word, Excel, Outlook, Access, SharePoint, and Teams.
Facilities Assistant
Corporate Cleaning Group
Mooresville, NC
09.2017 - 12.2022
- Fulfilled routine light maintenance work orders, including room setup for events, cleanup, recycling, and stocking supplies to maintain building cleanliness and support daily operations.
Contractor
Randstad USA @Duke Energy Corp
Charlotte, NC
10.2020 - 10.2021
- Analyzed utility bills and corrected errors for comparison with the new account billing format.
Claims Rep
TTEC – Bank of America Hybrid
04.2020 - 10.2020
- Reviewed Bank of America claim files for fraud and billing disputes.
- Guided customers through claims steps using TTEC contact center procedures.
- Assisted clients with balance inquiries, fund transfers, PIN creation/reset, website login issues, troubleshooting, capturing/updating information, and researching accounts for claim disputes, unauthorized transactions, and fraud alerts, ensuring prompt resolution of card issues and replacements, managing call and case escalations, and performing follow-ups and account maintenance.
- Managed unemployment debit card processes, addressing client inquiries and ensuring timely resolution of account-related issues.
- Documented account details in claim systems and service records.
Senior Administrative Specialist
Duke Energy Corporation
Charlotte, NC
06.2003 - 11.2016
- Scheduled executive and fleet manager calendars, arranged meetings, reserved conference rooms, and organized seminars and safety training classes to support compliance with safety standards and regulations.
- Coordinated assignments for light-duty SUVs, sedans, and trucks, tracked mileage, maintenance, driving safety courses, fuel usage, and part replacements to support fleet reliability and safety.
- Managed maintenance budget and worked with vendors and service providers to support repair and service needs.
- Processed purchase card receipts, parts invoices, fuel cards, and PPE to keep financial records accurate and payments timely.
- Completed inventory checks to keep every vehicle operational and in use.
- Used Microsoft Word, Excel, PowerPoint, Outlook, Maximo, Cetaris, SharePoint, and Teams with strong problem-solving, organizational, communication, customer service, data processing, and technical skills.
- Strong problem solving, organizational, communication, customer service, data processing, & technical skills.
Education
High School Diploma -
Chester High School
Chester, SCSkills
- Customer support
- Client service excellence
- Dispute resolution
- Fraud investigation
- Case management
- Account maintenance
- Billing inquiries
- Payment processing
- Transaction processing
- Workflow management
- Microsoft Excel
- Application support
- Problem solving
- Analytical thinking
- Decision-making
- Attention to detail
- Clear communication
- Support inquiry assistance
- Customer service
- Billing procedures
Timeline
CLIENT SUPPORT SPECIALIST
US BANK
02.2022 - Current
Contractor
Randstad USA @Duke Energy Corp
10.2020 - 10.2021
Claims Rep
TTEC – Bank of America Hybrid
04.2020 - 10.2020
Facilities Assistant
Corporate Cleaning Group
09.2017 - 12.2022
Senior Administrative Specialist
Duke Energy Corporation
06.2003 - 11.2016
High School Diploma -
Chester High School