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Essence Barnes
Customer service
Phoenix,Az
Summary
Driven professional with a strong background in customer service. Excelled in complaint handling and CRM software, enhancing customer satisfaction and operational efficiency. Demonstrated exceptional problem-solving and collaboration skills, achieving significant improvements in incident management and support processes. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Known for being detail-focused and customer-oriented, bringing deep understanding of financial products and services. Well-versed in credit card regulations and proficient in data analysis and customer service. Committed to enhancing customer satisfaction and driving financial solutions.
Reliable Credit Card Specialist providing dedicated customer service to clients. Highly organized and skilled in identifying fraudulent activity and protecting customer information.
Overview
11
years of professional experience
Work History
Wellsfargo
Credit Card Specialist
11.2024 - Current
Job overview
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Conducted thorough credit analysis on potential clients, ensuring responsible lending decisions were made based on established guidelines.
- Perform routine tasks such as answering inquiries, resolving problems and providing a best-in-class customer experience while adhering to work guidelines, policies, and regulations and navigating multiple computer systems
Epiq
Taticle Support Agent
06.2023 - 10.2023
Job overview
- Adopted customer feedback in process and system improvement initiatives.
- Handle large volume of documents to complete to ensure accuracy
- Review calls from agents to ensure following procedure, escalations and call backs handled properly
- Ensure notes are documented properly
- Send agent follow up for improvements and kudos
- Reach out to supervisors of agents and multiple mistakes more than once or other concern.
- Submit my timesheet for the day to supervisor
Allstate Insurance
Unlcensed Service Representatve
01.2020 - 10.2023
Job overview
- Responded to customer calls swiftly to resolve issues and answer questions.
- Contacted underwriter and submitted appropriate forms to obtain binder coverage.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Assist customers with home, auto, boat policies
- Make changes as requested going through state guidelines and sending requested documentation.
- Provide quote on insurance policy
- process request for adding and removing vehicles and providing quotes.
State Farm
Vehicle Loan Representative
02.2019 - 11.2019
Job overview
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Submitted loan applications to underwriter for verification and recommendations.
- Maintained strict confidentiality of bank records and client information.
- Collaborated with other departments to promptly process loan applications.
- Evaluated loan requests and documents to verify accuracy and completeness.
Fiserv
Fraud Resolution Specialist
02.2018 - 01.2019
Job overview
- Handle inbound and outbound calls regarding credit and debit card fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Empereon Marketing LLC
Customer Service Tech Support
06.2016 - 11.2017
Job overview
- Assisted customers inbound, outbound, and chat regarding troubleshooting internet, and phone services.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Managed call flow to respond to technical support needs of customers.
- Provided daily technical support to both internal and external customers, answering routine questions and escalating complex issues to specialists for further troubleshooting.
AMC Theatres
Service Crew Member
11.2014 - 05.2016
Job overview
- Greeted customers with smile and provided friendly, knowledgeable service.
- Provided information about current and future events at facility.
- Assisted patrons with seating by giving directions and lighting paths.
- Sold admission, processed payments, and issued tickets.
- Provided customer service by selling tickets and merchandise, answering questions, and distributing programs.
- Handled food services
- Assist customers with issues
- Cleaning and closing duties.
Phoenix Center of the Arts
Phoenix Voulnteer
07.2014 - 07.2014
Job overview
- Assisted with special events and programs.
- Supported engaging, fun, and smooth-running events by helping with organization and planning.
- Used strong interpersonal communication skills to convey information to others.
- Maintained clean, neat, and operational facilities to serve program needs.
Education
Estrella Community College
Associate of Science from Speech Thearpy
07.2025
Desert Edge High School
High School Diploma
07.2015
Skills
- Live chat support
- Complaint Handling
- CRM Software
- Technical assistance
- Data Collection
- Customer service expert
- Customer service understanding
- Problem-Solving
- Multitasking
- Computer Skills
- Research
- Collaboration and Teamwork
- Microsoft Office
- Active Listening
- Troubleshooting
- Incident Management
- Network Troubleshooting
- Customer service support
- Attention to detail
- Problem-solving abilities
- Punctual and reliable
- Personnel accountability
- Ability to exceed in a fast paced, high demand, metric driven call center environment
- Excellent verbal, written, and interpersonal communication skills with integrity and a high level of professionalism with all levels of employees and customers, while maintaining attention to detail and accuracy
- Knowledge, understanding and experience of internet, mobile, and social media technology
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Outdoors
Cooking/eating
Helping others
Learning something new everyday
Spending time with my family
Having me time
Timeline
Credit Card Specialist
Wellsfargo
11.2024 - Current
Taticle Support Agent
Epiq
06.2023 - 10.2023
Unlcensed Service Representatve
Allstate Insurance
01.2020 - 10.2023
Vehicle Loan Representative
State Farm
02.2019 - 11.2019
Fraud Resolution Specialist
Fiserv
02.2018 - 01.2019
Customer Service Tech Support
Empereon Marketing LLC
06.2016 - 11.2017
Service Crew Member
AMC Theatres
11.2014 - 05.2016
Phoenix Voulnteer
Phoenix Center of the Arts
07.2014 - 07.2014
Desert Edge High School
High School Diploma
Estrella Community College
Associate of Science from Speech Thearpy
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