Nestor Sandy
Customer Service
Fargo
Summary
Proactive over 7 years with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Kids Club Associate
Put A Smile Group
Fargo, ND
11.2019 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Paged or called parents to assist with discipline issues and personal needs.
Research Remediation Associate 3
TCF Bank
Minneapolis, MN
04.2014 - 07.2018
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
- Properly processed deposits, withdrawals and payments for average 50 customers daily.
- Examined financial statements and records to collect important details and verify calculations.
- Monitored transactions and customer behavior to identify signs of fraud.
Phone Banker I & II
TCF National Bank
Minneapolis, MN
10.2011 - 04.2014
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Fraud Prevention Specialist
United Bank For Africa, UBA
Montserrado, Liberia
11.2009 - 05.2011
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Investigated cases of insurance and credit card fraud, which involved upwards of $5,000 to 10,000 per case.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Phone Banker
United Bank For Africa/Team Lead
Monrovia, Liberia
02.2006 - 08.2009
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Maintained friendly and professional customer interactions.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
Education
No Degree - Mass Communications
College of Professional Studies
Monrovia, LiberiaSkills
- Special Requests
- Customer Retention Strategies
- Order and Refund Processing
- Calm and Professional Under Pressure
- Membership Inquiries and Renewals
- Online Chat
- Microsoft Access
- Effective Written and Verbal Communication
- Courteous with Strong Service Mindset
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Kids Club Associate
Put A Smile Group
11.2019 - Current
Research Remediation Associate 3
TCF Bank
04.2014 - 07.2018
Phone Banker I & II
TCF National Bank
10.2011 - 04.2014
Fraud Prevention Specialist
United Bank For Africa, UBA
11.2009 - 05.2011
Phone Banker
United Bank For Africa/Team Lead
02.2006 - 08.2009
No Degree - Mass Communications
College of Professional Studies
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