Rahmecca Reid
Tampa,Fl
Summary
Passionate and dedicated Client Service Associate with over 5+ years of experience in Relationship Building, Financial Management, Training Development, for various businesses and industries. Possess strong interpersonal, superb communication skills, excellent problem-solving skills, and a significant ability to lead and manage a team of people. Focused on building fantastic customer relationships, working to identify their needs, quickly resolve issues, and making sure business needs are met. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
9
9
years of professional experience
Work History
Client Service Associate
Memberstrust Company
09.2022 - 06.2023
- Educated clients on account services and resolved client inquiries regarding statement information and
- Collected confidential financial information from clients to construct comprehensive financial plans.
- Answered average of 30 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved customer inquiries and complaints.
- Created stop payments and reversal
- Deposit checks.
- Communicated with clients regarding account services, statements, and balances.
- Used Liquid Office, 3270 and Salesforce to prepare and submit database statistics, graphs and charts to accurately track financial movements.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Member Service Representative II - Account
USAA
10.2018 - 09.2022
- Ensures risks associated with business activities are optimally identified, measured, supervised, and controlled
- Investigates research and reports financial crimes containing fraud as well as disputes
- Analyze and respond to existing and emerging fraud trends
- Assist about an average of 150 customers every day by approaching conversations with a positive attitude and focusing on customer satisfaction
- Maintains customer satisfaction with forward-thinking strategies focus on addressing customer needs and resolving concerns
- Maintains advance knowledge of compliance laws, regulations, and regulatory expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
- Taking care of all parts of the fraud/disputes process.
- Understand and stay up to date on Visa/Mastercard, federal and state rules.
- Examines, investigates, and begins the resolution of fraud/dispute inquiries.
Senior Customer Service Representative
Computer Sciences Corporation
11.2016 - 10.2018
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Processed, scheduled and executed customer orders for new and established customers.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
Program Assistant
S.C, Human Services
09.2014 - 11.2016
- Performed client onboarding and continued communication through the client lifecycle
- Collected customer feedback and made process changes to exceed customer satisfaction goals by 58%
- Gained experience with marketing through digital media platforms, advertising metrics, and industry trends
- Served as a product consultant educating clients and agencies on product solutions and best practices and ultimately growing existing business partnerships
- Coordinated and provides training activities to include new hires, cross-skilling, and up-skilling support
- Acted as a subject matter expert and provided regular, timely feedback and mentorship to support employee performance aligned with business objectives
- Experienced in creating reports of findings and providing recommendations with the ability to communicate complex concepts to business line management
- Experienced in creating reports of findings and providing recommendations with the ability to communicate complex concepts to business line management
- Determined the appropriate system for eligible benefits to reside and prioritize any action necessary in order to ensure recipients, receive the correct coverage
- Collected data needed to prepare case files, conduct data clean-up and create report reconciliation using
- MEDS, MMIS and Access
- Performed advanced help desk functions for the RECON department and assists eligibility workers in resolving issues with recipients' coverage and overall system issues
- Saved $15,000 by implementing cost-saving initiatives that addressed long-standing problems.
Education
Bachelor of Science - Cyber Security
Saint Leo University
Skills
- Microsoft Office (Word, Excel, PowerPoint) and Google Suite (Docs, Sheets, Slides) as well as
- Client Meetings
- Fraud Prevention
- Client Intakes
- Provider Relations
- Client Representation
- Client Relations
- Payment Processing
- Performance Feedback
- Client Needs Assessment
- SAP CRM
- Knowledge Base
- Team Support
- Customer Satisfaction
Timeline
Client Service Associate
Memberstrust Company
09.2022 - 06.2023
Member Service Representative II - Account
USAA
10.2018 - 09.2022
Senior Customer Service Representative
Computer Sciences Corporation
11.2016 - 10.2018
Program Assistant
S.C, Human Services
09.2014 - 11.2016
Bachelor of Science - Cyber Security
Saint Leo University
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