James Allen
Omaha,NE
Summary
Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible and computer-savvy.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Client Service Specialist
Fiserv
Omaha
01.2016 - 01.2024
- Responsible for developing and maintaining issuing client relationships that promote loyalty and thus retention
- Also assists Issuing client on the Omaha platform with chargeback, settlement and retrieval issues
- Supporting both original First Data credit clients and original Fiserv credit clients and partnering with several internal teams to resolve issues including IT Teams, Industry, Corporate Settlement, Account Management, Service Support Teams and Product owners
- Also provide support for Association installs, product enhancements and application upgrades
- Also identify systemic and Client-impacting trends and escalating through proper channels of leadership to address.
Sr. Specialist - Customer Care
First National Bank
01.2015 - 01.2016
- Works independently with customers over the phone to answer questions regarding their financial accounts
- Questions might include billing, payments, account maintenance, online banking assistance, and listening to customers’ concerns
- Identifies customer’s needs and moves them towards the appropriate action using your knowledge and experience
- Monitors reactions and check for understanding when working with customers and coworkers
- Makes decisions quickly by using all available resources, seeking input, and considering short and long term implications.
Customer Service Rep II
TSYS Merchant Solutions
01.2014 - 01.2015
- Responds to customer inquiries via telephone, email, SMS and Chat to provide problem resolution in accordance with the organization's service standards
- Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures
- Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to technical/service areas
- Maintain detailed and current knowledge of the company's/assigned client's products and services
- Analyze customer service needs for communication to service and technical departments, when applicable.
Education
Skills
- Over 25 years of customer service, call center, with management experience and a Self-starter with a can-do attitude
- Client Relationship Management Experience
- Issuing and Acquiring Experience – Over 20 years for both
- Excellent written and verbal communication skills, with an eye for detail
- Extremely productive in a high volume, high stress, environment
- Computer skills include but not limited to, typing 90 wpm, all Microsoft office programs, and all windows applications
- Posses a wide variety of insurance sales and customer service experience (1 to 2 years)
- Performance Tracking
- Portfolio Maintenance
- Client Retention Strategies
- Regulatory Compliance
- Call Management
- Email Etiquette
- Account Management
- Escalation management
- Customer Education
- Follow-up skills
- Sales Strategies
- Client Relations
- Payment Processing
Certification
Six Sigma Project Team Dynamics and Performance - 2015
Timeline
Client Service Specialist
Fiserv
01.2016 - 01.2024
Sr. Specialist - Customer Care
First National Bank
01.2015 - 01.2016
Customer Service Rep II
TSYS Merchant Solutions
01.2014 - 01.2015