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
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
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
06-2019
Skills
- Subject matter expertise
- Technical proficiency
- Problem Solving
- Service Upselling
- Technical Support
- Outstanding Customer service
- Outstanding people skills
- Fast learning
- Independent
- Meets and exceed expectation/quality
- 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
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