KUTHZIE COISSY
Pompano Beach,FL
Summary
Hardworking and knowledgeable Customer Service professional with extensive experience in the industry. Highly motivated with a desire to take on new challenges. Strong work ethic, adaptability, problem-solving, and exceptional interpersonal skills to resolve customer issues and maximize satisfaction. Experienced in a fast-paced, high call volume, and multitasking work environment. Solid team player with an upbeat, polite, and positive attitude. Works well individually or as part of a team to reach personal and business goals.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert/Escalations Specialist, Compliance
Fiserv
01.2022 - 09.2024
- Provided training sessions to new customer service staff on best practices.
- Conducted regular performance reviews of customer service team members to identify areas for improvement.
- Monitored call center operations to ensure compliance with established standards and procedures.
- Resolved complex customer issues by utilizing problem-solving techniques and product knowledge.
- Assisted customers in navigating the company's website or other digital platforms for their needs.
- Provided guidance and assistance to junior level staff members when needed.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Developed solutions to improve customer service experience.
- Researched, analyzed, and resolved complex customer inquiries.
- Documented detailed reports of all escalations and resolutions.
Customer/Banking Representative
Fiserv
Coral Springs, FL
08.2021 - 09.2024
- Assisted customers in blocking their cards and disputing fraudulent transactions, resulting in a 30% decrease in financial losses due to fraud.
- Reviewed and resolved an average of 150 fraud cases per week.
- Conducted thorough reviews of fraud alerts with customers, identifying and resolving potential fraudulent activity.
- General Card services: Lost and stolen, Card activation, Limit adjustment, Declined override, Travel Notification, and ETC.
- Reviewed customer inquiries and complaints to identify potential disputes.
- Analyzed transactions for potential fraud or errors.
- Researched account information to determine if dispute is valid.
Customer Service Representative/Sales Associate
Teleperformance
Boca Raton, FL
03.2019 - 07.2021
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
- Explained key information regarding products and services to customers to encourage informed decision-making.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Delivered fast, friendly, and knowledgeable services.
- Documented conversations with customers to track requests, problems, and solutions.
- Assisted with billing issues.
- Managed accurate and timely payment transactions.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
- Developed promotional strategies to increase sales volume.
- Helped customers find specific products, answered questions and offered product advice.
Education
High School Diploma -
Blanche Ely High School
Associate of Arts -
Palm Beach State College
Skills
- Outstanding Customer service
- Providing customer support
- Outstanding people skills
- Ability to type fast
- Fast learning
- Dependable
- Independent
- Meets and exceed expectation/quality
- Problem Solving
- Data Entry
- Technical Support
- Service Upselling
- Critical Thinking
- Multitasking
- Product Sales
Timeline
Subject Matter Expert/Escalations Specialist, Compliance
Fiserv
01.2022 - 09.2024
Customer/Banking Representative
Fiserv
08.2021 - 09.2024
Customer Service Representative/Sales Associate
Teleperformance
03.2019 - 07.2021
High School Diploma -
Blanche Ely High School
Associate of Arts -
Palm Beach State College
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