Kathy Mathews
Houston,Texas
Summary
Diligent Customer Service Representative with 40+ year background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
8
8
years of professional experience
Work History
Electronic Banking Specialist
Regions Bank
05.2024 - 12.2024
- Responded promptly and effectively to customer complaints about online banking services.
- Educated customers on banking policies, procedures, and digital banking platforms.
- Researched discrepancies between customer records and bank statements.
- Provided technical guidance on how to use various electronic banking tools and applications.
- Participated in community events and workshops to represent the bank and foster community relations.
- Exceeded customer service satisfaction ratings by providing prompt answers to specific questions.
- Provided technical support for the electronic banking platform, troubleshooting customer issues as necessary.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Assisted customers with online banking inquiries, including account access and password resets.
- Maintained confidentiality of banking records and client information to avoid possible data breaches.
- Monitored and reported suspicious activities to comply with anti-money laundering regulations.
- Resolved customer complaints and inquiries, ensuring high levels of customer satisfaction.
- Performed special services for customers, ordering bank cards and checks.
- Resolved problems or discrepancies concerning customers' accounts.
- Conducted account maintenance activities, such as updating personal information and resolving discrepancies.
- Managed customer accounts by updating information in the system database.
- Identified needs of customers promptly and efficiently.
Fraud Investigator and Arbitrator
TTEC Work From Home
02.2020 - 03.2024
- Conducting investigations into allegations of fraud, waste, or abuse committed by clients against the company.
- Reviewing and researching evidence/documents to analyze the overall fact pattern of the claim and synthesizing data into a professional report with recommendations.
- Managing and prioritizing a large and varied case load effectively and efficiently to achieve positive results.
- Honest and ethical with high levels of integrity and confidentiality.
- Experience in investigating ACH, point of sale purchases, Western Union requests, MOPO transactions, international fraud, and fraudulent claims being filed.
- Followed policies and procedures to meet or exceed established performance requirements.
- Reviewed account and service histories to identify trends and resolve issues.
Customer Experience Manager
Michaels Arts and Crafts
01.2017 - 12.2019
- Kept store organized, tidy, and well-stocked
- Optimized the store’s layout and used mirrors and security cameras to monitor blind spots
- Used customer service and signage to deter thieves and identify suspicious behavior
- Provided prompt and friendly service to customers
- Understood customer needs and resolved customer complaints to ensure that customers left the store satisfied
- Managed, supervised, and coached a team of four to six employees on a daily basis. Did employee observations and reviews
- Inspected areas in the store and resolved any issues that might arise
Education
Associate of Arts in History -
Lone Star College
Cypress, Texas05.2011
Skills
- Customer relationship management
- Operational efficiency
- Cash management
- Transaction monitoring
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Electronic Banking Specialist
Regions Bank
05.2024 - 12.2024
Fraud Investigator and Arbitrator
TTEC Work From Home
02.2020 - 03.2024
Customer Experience Manager
Michaels Arts and Crafts
01.2017 - 12.2019
Associate of Arts in History -
Lone Star College