Summary
Overview
Work History
Education
Skills
Timeline
Generic

Linda Giesler

Punxsutawney,PA

Summary

Accomplished in delivering superior customer support and efficiently resolving issues in remote call center environments. Demonstrated strong communication and problem-solving skills, leading to increased customer satisfaction and retention. Experienced in managing high volumes of inbound calls while maintaining positive customer interactions.

Self-motivated and capable of working independently or collaboratively within a team.

Overview

16
16
years of professional experience

Work History

Inbound Call Center Fraud Analyst

PNC Bank
Remote
09.2022 - Current
  • Resolved customer issues efficiently, ensuring high levels of satisfaction.
  • Adapted to fast-paced remote environment while managing complex transactions effectively.
  • Handled high call volumes in a busy call center, consistently achieving performance metrics.
  • Achieved excellent call handling times with minimal after-call processing.
  • Investigated cases for fraud and money laundering to identify organizational risks.
  • Evaluated suspected fraud incidents using critical thinking to reduce financial exposure.
  • Documented interactions with customers, service partners, and makers meticulously.
  • Utilized software tools for data analysis to improve decision-making processes.

Inbound Call Center Representative

Direct Interactions
Remote
01.2022 - 08.2022
  • Assisted applicants in filing initial and continued claims for unemployment benefits.
  • Explained appeal process to applicants, ensuring clarity and understanding.

Inbound Call Center/ Tier 2 agent

Omni Interactions, Inc.
Remote
03.2020 - 01.2022
  • Facilitated approvals for agents while resolving conflicts on escalated customer service calls.
  • Supported agents in conflict resolution to enhance overall service outcomes.

Owner

Solo Discount Merchandise
Punxsutawney, PA
04.2014 - 02.2020
  • Managed daily operations for startup, covering accounts payable and receivable.
  • Oversaw branding, licensing, and tax compliance to ensure regulatory adherence.

Executive Director

Emeritus Senior Living
Gilbert, AZ
10.2010 - 04.2014
  • Ensured compliance with State regulations and HIPAA for 50-bed long-term care facility.
  • Oversaw daily operations, including Accounting, Nursing, and Marketing functions.
  • Managed a team of 30 employees through five direct report managers.
  • Developed budgets and financial projections to achieve optimal ROI.
  • Conducted all State Inspection Surveys to maintain operational standards.
  • Addressed and resolved escalated customer concerns promptly.

Administrative Director

Emeritus Senior Living
Gilbert, AZ
09.2009 - 10.2010
  • Processed monthly billing statements and efficiently managed payments to enhance service delivery.
  • Responded to inquiries from families and residents about billing and lease agreements.
  • Billed Medicare and ensured prompt posting of received payments.
  • Led orientation sessions for new hires, streamlining the onboarding process.
  • Improved resident satisfaction through proactive management of customer service interactions.
  • Executed payroll functions, confirming timely employee compensation.
  • Kept meticulous records for billing and human resources activities.

Education

MEDICAL ADMINISTRATIVE

Kaplan College-Vista (Formerly Maric College)
Vista, CA

Skills

  • Customer service
  • Time management
  • Attention to detail
  • Risk assessment
  • Critical thinking
  • Effective communication
  • Conflict resolution
  • Problem solving
  • Ethical and honest
  • Organization
  • Computer proficiency
  • Regulatory compliance
  • Data analysis

Timeline

Inbound Call Center Fraud Analyst

PNC Bank
09.2022 - Current

Inbound Call Center Representative

Direct Interactions
01.2022 - 08.2022

Inbound Call Center/ Tier 2 agent

Omni Interactions, Inc.
03.2020 - 01.2022

Owner

Solo Discount Merchandise
04.2014 - 02.2020

Executive Director

Emeritus Senior Living
10.2010 - 04.2014

Administrative Director

Emeritus Senior Living
09.2009 - 10.2010

MEDICAL ADMINISTRATIVE

Kaplan College-Vista (Formerly Maric College)

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