KEVIN DUNWOODY
Account Manager
Chicago,Illinois
Summary
Dynamic Lead Account Specialist with a proven track record at Discover Financial Services, enhancing customer satisfaction through expert resolution of disputes and sophisticated problem-solving abilities. Excelled in documentation management and teamwork, significantly improving operational efficiency. Skilled in decision-making and adaptability, consistently delivering results beyond expectations.
Overview
11
11
years of professional experience
Work History
Lead Account Specialist
Discover Financial Services
01.2024 - 02.2025
- Handle inbound calls for credit card disputes. Act as a mediator between disputants and merchants, investigate disputes and determine the appropriate response to resolve the dispute. Educate consumers on dispute management and offer options for resolution. Use critical thinking skills to prioritize and manage daily work volumes to ensure all the work is processed within the service level. Ensure that items presented for chargeback meet the requirements of applicable chargeback codes. Demonstrate strong communication skills through active listening, understanding the customer's needs, and identifying actions to help the customer. Respond promptly and professionally to customers regarding the resolution of issues.
Senior Account Specialist
Discover Financial Services
10.2022 - 01.2024
- Answered inbound calls and provided quality customer service. Processed billing disputes including unauthorized transactions and fraudulent usage of cards. Researched customer questions regarding ATM and ACH claims. Contact customers if additional information is needed. Provided customer service by giving accurate information about account and card transactions.
Account Specialist
Discover Financial Services
05.2022 - 10.2022
- Handle routine customer service inquiries and problems for one to three call type functions via telephone, digital, or chat channels through effective communication and problem-solving skills. Address cardmembers inquiries about reward redemption, customer information updates, card activations, making payments, processing lost and stolen cards, statement and APR inquiries and processes credit line increases and decrease request.
Supervisor
SCR Medical Transportation
06.2019 - 02.2022
- Assisted the call center manager in coordinating and overseeing the daily operations of the call center, which includes providing weekly and holiday shift coverage, monitoring agents' activity and providing training, development and coaching to the call agents. Monitor and ensure that all call center procedures are performed in accordance with the objectives in the company's mission statement and within the guidelines the Pace ADA contract.
Facilitator
SCR Medical Transportation
06.2016 - 05.2019
- Maintain organized efficient routes and trip brokering that would ensure the safe and orderly operation of all drivers while in revenue service by speaking with our carriers via two way radio.
Customer Service Agent
SCR Medical Transportation
11.2013 - 06.2016
- Responsible for receiving incoming calls for current customers looking to schedule same day or next day trips, seeking estimated time of arrival or the cancellation of their scheduled trip.
Education
Associate in Arts (A.A.) - Criminal Justice
Southern Illinois University
Carbondale, ILSkills
- Documentation Management
- Adaptability and Flexibility
- Problem-solving abilities
- Managing operation and efficiency
- Decision-Making
- Teamwork and Collaboration
- Administration and Reporting
Timeline
Lead Account Specialist
Discover Financial Services
01.2024 - 02.2025
Senior Account Specialist
Discover Financial Services
10.2022 - 01.2024
Account Specialist
Discover Financial Services
05.2022 - 10.2022
Supervisor
SCR Medical Transportation
06.2019 - 02.2022
Facilitator
SCR Medical Transportation
06.2016 - 05.2019
Customer Service Agent
SCR Medical Transportation
11.2013 - 06.2016
Associate in Arts (A.A.) - Criminal Justice
Southern Illinois University
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