Lillian Boston
Pensacola,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Fraud MSR II - Contractor
Navy Federal Credit Union
04.2024 - Current
- Exhibited high energy and professionalism when dealing with members
- Answer Inbound Calls from members with questions concerning and/or related to their account.
- Analyze and identify potential fraudulent situations and suspicious activity through the monitoring of card alerts and fraud prevention reporting.
- Process disputes and fraud claims in accordance with company policies and guidelines.
- Provide a high level of professional and courteous service using empathy when needed, while conducting account investigations.
- Learned internal systems and related service role duties to provide skilled team assistance in handling member demands.
- Delivered excellent customer service, resulting in consistent 97% - 100% member satisfaction rating.
Cashier/Sales Associate
Joann's Fabric and Crafts
08.2021 - 06.2023
- Monitored and restocked shelves as needed to ensure an optimal level of inventory
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
- Communicated with customers to ensure satisfaction with their purchase
- Performed opening and closing duties, including setting up displays and counting cash drawers.
Cashier/Sales Associate
Michaels Art & Crafts
10.2019 - 07.2020
- Performed cleaning duties to ensure the store was presentable for customers
- Developed a strong knowledge of store policies and procedures
- Assisted customers with product selection, providing helpful advice on product features and benefits
- Followed all store safety and security protocols
- Maintained a clean and organized work area to facilitate customer shopping experience.
Education
BSN - Bachelor of Science in Nursing -
The University of West Florida
Pensacola, FL05.2026
High School Diploma -
Booker T. Washington Highchool
Pensacola, FL05.2021
Skills
- Customer Service
- Call Control
- High-volume call centers
- Retail Management
- Retail Merchandising
- Compassion and Empathy
- Computer Skills
- Microsoft Word
- Multitasking
Languages
Vietnamese
Certification
- CPR Certified, 04/01/22, 04/01/24
- Microsoft Word and Excel Certified, 01/01/18
Timeline
Fraud MSR II - Contractor
Navy Federal Credit Union
04.2024 - Current
Cashier/Sales Associate
Joann's Fabric and Crafts
08.2021 - 06.2023
Cashier/Sales Associate
Michaels Art & Crafts
10.2019 - 07.2020
BSN - Bachelor of Science in Nursing -
The University of West Florida
High School Diploma -
Booker T. Washington Highchool
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