Paola Shaw
Glendal;e,AZ
Summary
Proven track record in enhancing client satisfaction and resolving complex account issues at Discover Financial Services. Skilled in account administration and customer relationship development, demonstrating Microsoft Office proficiency and bilingual capabilities. Excelled in content quality improvement and administrative efficiency, contributing significantly to business development and operational excellence.
Overview
8
8
years of professional experience
Work History
Lead Account Specialist
Discover Finacial Services
04.2020 - 09.2024
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Cleared credit bureau fraud alerts.
- Completed credit line increases and decreases when customers requested.
- Helped retention on applying better rates or promos on accounts when available.
- Completed balance transfers when offers were available
Content Analyst
Cognizant Technologies
12.2018 - 02.2020
- Enhanced content quality by conducting thorough research and analysis of industry trends.
- Investigate and resolve issues that are reported on social media, Such as request for account support and reports of potential abusive content.
- Recognize trends and patterns, and escalate issues outside the company policy.
- Contributed to business development efforts by crafting persuasive proposals that showcased the value of our services.
Administrative Assistant
Chas Robert's
06.2016 - 12.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Worked with vendors and technicians to schedule installs and other routine maintenance.
Education
GED -
Bridge Jobs Program
Charlotte, NCSkills
Account Administration
Customer relationship development
Document Management
Microsoft Office proficiency
Bilingual
Fast learner
Timeline
Lead Account Specialist
Discover Finacial Services
04.2020 - 09.2024
Content Analyst
Cognizant Technologies
12.2018 - 02.2020
Administrative Assistant
Chas Robert's
06.2016 - 12.2018
GED -
Bridge Jobs Program
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