Mickey Broussard
Montegut,US
Summary
Talent for implementing speedy and successful resolutions to account, service and claims problems. Clear and full understanding of all applicable procedures, policies and guidelines. Conversational skills in English. Highly productive customer service team member well-versed in service delivery standards. Proven to navigate complex concerns well. Offering multiple years of experience in claims resolution and customer service-oriented positions. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
23
23
years of professional experience
Work History
Senior Resolution Specialist
Walmart.com
Bentonville, AR
10.2023 - Current
- Conducted detailed investigations into customer complaints to identify root causes and develop appropriate resolutions.
- Monitored customer feedback and implemented strategies for improvement.
- Analyzed customer data to identify trends in customer service issues and needs.
- Analyzed data from multiple sources to identify patterns of dispute activity or potential areas of risk.
- Facilitated negotiations between parties involved in disputes, working towards mutually beneficial outcomes.
- Maintained accurate records of all activities related to dispute resolution.
- Escalated unresolved disputes to higher-level personnel when necessary.
- Provided technical assistance and troubleshooting to customers in a timely manner.
- Resolved customer inquiries, complaints, and requests efficiently and professionally.
- Managed escalated customer service calls by providing appropriate solutions quickly.
- Maintained accurate records of all customer interactions in the company database.
- Collaborated with other departments within the organization to resolve complex problems.
- Ensured compliance with applicable laws, regulations, and industry standards.
- Handled incoming phone calls from customers seeking assistance or information about products and services offered by the company.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
Bank Teller
South Louisiana Bank
Houma, LA
01.2002 - 11.2006
- Technologically savvy and quick to, new programs
- All aspects of the opening and closing procedures are covered
- Mickey Broussard
- Accounting systems and software
- Cash Handling
- Compliance, banking laws and regulations
- Night and safe deposit procedures
- Advanced clerical knowledge
- Welcomed customers and offered pleasant service during entire transaction.
- Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
- Responded and assisted customers with account inquiries and updates.
- Assisted customers with basic technical issues related to digital banking platforms.
- Performed cash handling duties including counting currency, coins and checks.
- Reconciled cash and checks against computer records at end of shift.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Ordered checks, placed stop payment orders and conducted additional special services for customers.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Researched customer inquires regarding their accounts using internal banking systems.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Explained bank services, financial products and applicable fees to customers.
- Provided assistance to other tellers during peak business hours as needed.
- Identified customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
- Educated customers about different types of banking services available at the branch.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
- Perform daily bank’s routine transactions
- Established guidelines and procedures for cash checks, accept deposits and loan payments
- Communicate with customers in a polite manner and assess customer needs and wants
- Introduce new products and services to customers
- Recognize opportunities to upsell
- Make sales referrals
- Build strong relationships with customers
- Manage risk in every transaction
- Resolve customers’ issues in a timely manner
Bank Teller
South Louisiana Bank
Bourg, LA
03.2001 - 03.2003
- Count/load atm
- Vault daily totals
- Take daily cash totals
- Take deposits/do withdrawals from customers
- SKILLS
- Transaction processing
- Currency packaging
- Cash counting
- Deposit and withdrawal management
Education
High School Diploma -
Dexter High School
Tylertown05-2000
Skills
- Strong leadership
- Call Center Operations
- Complaint Handling
- Payment Processing
- Service Level Agreements
- Database Research
- Customer Service
- Data Entry
- Customer Relations
- Conflict Mediation
- Inbound Customer Service
- Customer Relationship Management
- Documentation And Reporting
- Problem Resolution
- Email correspondence
Timeline
Senior Resolution Specialist
Walmart.com
10.2023 - Current
Bank Teller
South Louisiana Bank
01.2002 - 11.2006
Bank Teller
South Louisiana Bank
03.2001 - 03.2003
High School Diploma -
Dexter High School