Marcus Wright

• Managed incoming calls by providing top-quality customer service for federal accounts involved with stocks and bonds at the Federal Reserve Bank.
• Ensured high level of professionalism and courtesy while assisting customers with their inquiries according to specific client guidelines.
• Entered customer inquiries into a database.
• Verified and corrected customer information to ensure accuracy and completeness.
• Identified opportunities to enhance customer service experience by actively listening and providing callers with relevant information.
• Optimized performance through analysis of statistical contact center data
• Conducted outbound survey calls to gather customized client data.
• Resolved customer complaints in a timely manner to ensure customer satisfaction.
• Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
• Developed effective working relationships with team members across multiple departments.
• Attended regular training sessions on updates and changes within the industry or organization.

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• Assisted customers with inquiries and complaints in a professional manner.
• Organized and maintained filing systems for confidential documents.
• Processed payments, refunds, and exchanges accurately and efficiently.
• Answered phones in a courteous manner while providing excellent customer service.
• Compiled customer information into organized databases for easy access.
• Performed data entry tasks to update customer accounts records.
• Verified accuracy of all paperwork prior to submission for processing.
• Created memos, letters, emails, reports, presentations as requested by management.
• Provided administrative support such as scheduling appointments or meetings.
• Scanned documents into digital formats ensuring accuracy of content.
• Supported office clerical functions using word processing and other software, email and office machines.

• Developed and implemented specialized procedures for customer service operations.
• Generated reports to track performance metrics of team members.
• Provided technical support for customers in resolving complex issues.
• Investigated and analyzed complex financial transactions for evidence of fraud.
• Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.
• Reviewed customer accounts, documents and electronic records to detect suspicious activities.
• Monitored suspicious transactions in order to detect any irregularities or discrepancies.
• Utilized automated systems for tracking, monitoring and analyzing suspicious transactions.
• Evaluated new technologies that could be used for better detection of potential frauds.
• Ensured compliance with all applicable laws, regulations, standards and guidelines pertaining to anti-fraud efforts.

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• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Created user accounts, maintained system documentation, tested and evaluated new technology.
• Assisted in the installation of new hardware and software components.
• Resolved network connectivity issues.
• Performed troubleshooting to diagnose and resolve technical issues.
• Monitored performance and maintained systems according to requirements.
• Updated antivirus protection on all computers on a regular basis.
• Provided end-user training when needed.
• Maintained an inventory of parts for emergency repairs.

Engage prospective consumers who have requested information regarding debt

consolidation options. Assess the client's financial situation and provide a tailored

debt consolidation option. Provide impeccable service and help our clients

achieve their financial goals. Quickly build rapport and establish trust with

prospective clients. Ensure all sales transactions adhere to compliance standards.

Continuously support and contribute to our energetic team of business development.

• Answered incoming customer inquiries regarding product and service information.
• Provided assistance to customers in navigating website, placing orders, and resolving complaints.
• Responded to customer emails with accurate product and service information.
• Assisted customers with account maintenance such as resetting passwords and updating contact information.
• Performed data entry of customer orders into the company's order management system.
• Maintained a high level of professionalism while interacting with customers via phone or email.
• Followed up with customers after transactions to ensure satisfaction levels were met.
• Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.