MARYAH WARD
Phoenix,AZ
Summary
Self-motivated banking professional offering strong communication and quick thinking skills. Works effectively on teams, as well as independently, in fast-paced environments. Enthusiastic Customer Service Representative who follows policies and procedures, while offering a friendly customer environment. Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Internal Consultancy & Advice Supervisor
PayPal
Chandler, AZ
02.2022 - 05.2024
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Among the best rating for performance.
- Trained and mentored peers during their transition at paypal from one department to another.
- Resolved customer issues as final point of escalation utilizing expert soft skills
- complete PET tickets and take actions on accounts as requested and needed by frontline support.
- Sent out customer DLL requests
- Helped run and maintain the ICA recognition team alongside other peers.
Limitations Teammate
PayPal
Chandler, AZ
02.2020 - 02.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved in-bound customer phone contacts, blended with chat contacts, for limitations and disputes and claims.
- piloted blending of chat segments with consistent leadership feedback meeting.
- Provided continuous feedback to developers to improve the process of customers being able to utilize new channels of service.
- Mentored peers on chat, Limitations and disputes with successful results.
- Review account limitation for fraud and verified proof of identity to lift limitations on accounts.
Customer Solutions Temmate
PayPal
Chandler, AZ
02.2018 - 02.2020
- Developed and implemented customer service policies, procedures and standards.
- Used critical thinking skills and SPOs to decision disputes and claims cases for customers.
- Resolved concerns for customers as first point of contact.
- Led several stand ups and Team learning presentations.
Mortgage Collector
Chase Bank
Tempe, AZ
11.2014 - 09.2015
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Addressed customer service inquiries in a timely and accurate fashion
- Maintained up-to-date records at all times
- Developed effective relationships with all call center departments through clear communication.
Receptionist
Arizona Hair Co
Phoenix, AZ
04.2011 - 09.2015
- Answered customers’ questions and addressed problems and complaints in person and via phone
- Opened and closed the store, which included counting cash drawers and making bank deposits
- Helped customers select products that best fit their personal needs
- Maintained visually appealing and effective displays for the entire store
- Educated customers on product and service offerings.
Education
HIGH SCHOOL DIPLOMA - general
Williamsfield H.S
01.2013
Skills
- Sales expertise
- Cash handling accuracy
- Banking and financial services background
- Time management
- Excellent multi-tasker
- Strong communication skills
- Flexible schedule
- Reliable
- Friendly
- Energetic
- Organized
- Strong work ethic
- Exceptional customer service
- peer mentoring
- research and analytical thinking
- attention to detail
- Fraud and risk assessment
Accomplishments
- Managed call flow with up to 15 Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Database Maintenance
- Assisted in the managing of the company database and verified, edited and modified members’ information. Calls in queue per minute.
Certification
- CIP
- KYC
- Name Change
- Consumer Risk
- Merchant Risk
Timeline
Internal Consultancy & Advice Supervisor
PayPal
02.2022 - 05.2024
Limitations Teammate
PayPal
02.2020 - 02.2021
Customer Solutions Temmate
PayPal
02.2018 - 02.2020
Mortgage Collector
Chase Bank
11.2014 - 09.2015
Receptionist
Arizona Hair Co
04.2011 - 09.2015
HIGH SCHOOL DIPLOMA - general
Williamsfield H.S