Summary
Overview
Work History
Education
Skills
Contact
Timeline
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Nadia Starkes

Philadelphia,PA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Ascensus College Savings
Philadelphia, PA
09.2023 - 11.2024
  • Assisted customers with their 401k and 529 investment plan.
  • Processed transactions and helped customers to understand the guidelines and policies.
  • Maintained complete records of all transactions including account openings, closings, deposits, withdrawals, transfers and fees charged.
  • Generated reports on portfolio performance, risk metrics, asset allocation and other related data for investors.
  • Worked closely with financial advisors to provide expertise and guidance for the customer overall experience.
  • Discussed client financial options to keep customers informed regarding transactions.
  • Assisted with the onboarding process for new clients by providing guidance and answering questions about the process.
  • Advised investors on tax implications associated with their investments.
  • Provided exceptional customer service to clients by responding to their inquiries and resolving any issues in a timely manner.

Fraud Alert Management (WFH)Contractor

Genpact
Philadelphia, PA
03.2022 - 09.2023
  • Assessed risk management practices for effectiveness in preventing losses due to fraud or negligence.
  • Investigated potential fraud cases, collected evidence, and reported findings to management.
  • Identified potential fraud risks on accounts and reported suspicious activities to management.
  • Reviewed financial statements to identify discrepancies and errors that could indicate fraud or mismanagement.
  • Identified potential fraud or abuse cases for further investigation by management team.
  • Evaluated risk management strategies used by banks and other organizations in order to protect against fraud or mismanagement of funds.
  • Identified suspicious activity or fraudulent transactions immediately reported it to management.
  • Responded quickly to alerts generated by automated systems designed to detect possible fraudulent activity.

Customer Service Representative (WFH)Contractor

Arise
Philadelphia, PA
09.2017 - 09.2023
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Organized client contracts, records and reports to strengthen traceability.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Improved customer service wait times to mitigate complaints.
  • Set up and activated customer accounts.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Made outbound calls to obtain account information.
  • Developed strong customer relationships to encourage repeat business.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Customer Service Representative

Extreme Movers and Haul 24/7
Philadelphia, PA
02.2012 - 09.2017
  • Exceeded company productivity standards on consistent basis.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Set up and activated customer accounts.
  • Explained benefits, features and recommendations to maximize client retention.
  • Made outbound calls to obtain account information.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Consulted with customers to resolve service and billing issues.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.

Customer Service Cashier

Pathmark Supermarket
Philadelphia, PA
05.2007 - 03.2012
  • Greeted customers and responded to informational requests.
  • Processed credit card, EBT and gift certificate payments in electronic computer systems.
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
  • Exchanged and returned items, noting details in company database and placed returned merchandise in bins for restocking.
  • Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Collected credit card and cash payments to complete transactions for customer orders.
  • Maintained work area and kept cash drawer organized.
  • Counted and balanced cashier drawers.
  • Processed customer payments quickly and returned exact change and receipts.
  • Scanned items and checked pricing on cash register for accuracy.

Education

High School Diploma -

Abraham Lincoln High School
Philadelphia, PA
06.1994

Some College (No Degree) -

Temple University
Philadelphia, PA

Skills

  • Credit Card Payment Processing
  • Report Generation
  • Report Creation
  • Customer Retention Strategies
  • Call Documentation
  • Customer Account Management
  • Verbal and Written Communication
  • Customer Relations
  • Clerical Support
  • Problem-Solving Abilities
  • Shipping and Receiving
  • Business Development
  • Call Center Operations
  • Inbound and Outbound Calling
  • POS Systems and Ordering Platforms
  • Efficient and Detail-Oriented
  • Transaction Processing
  • Data Entry and Maintenance

Contact

267-622-1566

Timeline

Customer Service Representative

Ascensus College Savings
09.2023 - 11.2024

Fraud Alert Management (WFH)Contractor

Genpact
03.2022 - 09.2023

Customer Service Representative (WFH)Contractor

Arise
09.2017 - 09.2023

Customer Service Representative

Extreme Movers and Haul 24/7
02.2012 - 09.2017

Customer Service Cashier

Pathmark Supermarket
05.2007 - 03.2012

High School Diploma -

Abraham Lincoln High School

Some College (No Degree) -

Temple University

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Nadia Starkes