Melissa Furtado
East Providence,RI
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
Work History
Claims Specialist
Santander Bank
08.2016 - 11.2024
- Hired as a Customer Service Representative and answered inbound calls from customers regarding their accounts including specialized queues like disputes and online banking
- Participated as a coach to support new hires following their in-class training
- Worked independently to investigate claims submitted by customers against transactions on their accounts (claim types included fraud and non-fraud cases on debit/credit card and ACH transactions)
- Collaborated with team members to resolve requests department received and more complex cases across different claim types
Customer Service Representative
David's Bridal
12.2013 - 08.2016
- Greeted in-store customers and directed them to appropriate Stylist based on their needs and wants
- Confirmed appointments for following day and set-up appointments and managed their status throughout the day
- Completed transactions at cash register and submitted special orders
- Processed special orders when received for pick-up and made outbound phone calls to inform orders were available to pick-up
Education
High School Diploma -
East Providence High School
East Providence, RI06-2004
Skills
- Organizational skills
- Team collaboration
- Microsoft office
- Time management
- Decision-making
- Critical thinking
- Customer service
- Organizing and prioritizing work
- Attention to detail
- Active listening
- Analytical thinking
- Effective communication
Timeline
Claims Specialist
Santander Bank
08.2016 - 11.2024
Customer Service Representative
David's Bridal
12.2013 - 08.2016
High School Diploma -
East Providence High School
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