Richard Funderburk
Overview
21
21
years of professional experience
Work History
Client Services Lead
Genworth
Lynchburg, VA
02.2024 - 04.2025
- Oversaw the implementation of a new CRM system, significantly improving data organization and accessibility for the entire team.
- Created customized solutions for clients based on their unique requirements, leading to increased trust in our ability to deliver.
- Boosted customer contentment through swift issue resolution.
- Expanded expertise in product and service offerings to deliver tailored client assistance.
Remote Senior Tech Support Specialist
Vanguard
02.2021 - 01.2024
- Installs, modifies, and makes minor repairs to computer hardware and software systems for both clients and internal staff.
- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain efficiency
- Provides assistance with reset systems and passwords to ensure secure access
- Maintain and ensure system functionality by troubleshooting to exhaust all efforts of compability of web browsers, and applications
- Create and solve tickets via SalesForce and Jira Applications to resolve issues.
- Assisting with creating and updating Job ads for continued success with all internal applications and web browser updates
- Resolved issues that would result in network trouble
- Resolved tickets through Jira and Salesforce for que management
- Trained staff on various applications internal and external
- Updated DNS records for clients that are switching domain management
- Assisted in adding code to website for functionality.
- Process cases via Jira, and Salesforce applications
- Handling software and IT updates for all Windows, Unix and Macintosh enginnering.
- Respond to customer inquiries and assist in troubleshooting via email, phone Skype and Microsoft Teams
Senior Tech Support Specialist (hybrid)
LPL Financial
Fort Mill, SC
01.2019 - 02.2021
- Installs, modifies, and makes minor repairs to computer hardware and software systems for both clients and internal staff.
- Resolves tickets representing staff-generated technical requests or problems and troubleshoots technical and process issues to maintain efficiency
- Provides assistance with reset systems and passwords to ensure secure access
- Maintain and ensure system functionality by troubleshooting to exhaust all efforts of compability of web browsers, and applications
- Speak with department leaders on system issues and collobrate on setting timelines and work arounds to ensure client satisfaction
- Resolved tickets via salesforce for que management
- Assisting with creating and updating Job ads for continued success with all internal applications and web browser updates
- Resolved issues that would result in network trouble
- Sold various packages that would give clients access to various software products offered at a premium, and provided installation assistance.
- Process cases via Jira, and Salesforce applications
- Respond to customer inquiries and assist in troubleshooting via email, phone Skype and Microsoft Teams
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Senior Banking Specialist
Synchrony Financial
Charlotte, NC
01.2016 - 01.2019
- Assisted customers with routine account-related requests such as: funds transfers, automatic funds transfers (AFTs), stop payments, inquiries about bank deposit products, and service charges
- Placed outbound and 100+ inbound calls combined daily
- Researched and resolved customer inquiries
- Acted as the customer liaison between multiple bank departments when necessary
- Researched customer questions regarding electronic funds transfers
- Initiated “Reg E” disputes when appropriate, including the completion of all necessary documents and affidavits
- Cross-sold bank products and services based on customer needs in accordance with the banks’ program standards
- Opened new accounts for customers over the phone
- Processed necessary paperwork to rebate customer service charges
- Verified information on ATM and debit card applications to the information in customer database
- Completed cases and transactions via Salesforce CRM
- Sent exceptions to personal banking counselors for corrections
- Update the system with messages regarding ATM, debit cards, and service charge rebates
- Ordered checks and deposited slips through Harland Clarke
- Worked overtime as needed
- Worked tickets to solved issues via Jira
- Assisted Customers with Troubleshooting through website and app via phone and chat inquiries
- Performed customer requested research, including printing statement and check copies
Customer Service Representative (Remote and Onsite)
Wells Fargo
Charlotte, NC
01.2015 - 12.2015
- Maintained quality sales referrals while keeping the customers best interest in mind
- Engaged with 80-90 customers per day by phone with information efficiently
- Comprehended customer inquiries thoroughly
- Resolved complex customer issues professionally
- Provided excellent customer service to customers with online banking and account issues
- Participated in various department projects and trainings
- Met and exceeded department goals and expectations
- Assisted with opening fraud claims for disputed transactions
- Shared new ideas in meetings with team and management to achieve group and personal goals
- Demonstrated the initiative to learn new products quickly
- Worked overtime as needed
- Troubleshoot with customers with technical issues, via phone and online chat.
- Developed in-depth understanding of Wells Fargo products, services, and organizational procedures
- Worked in mortgage loan processing.
Customer Care Specialist
CPI Security
Charlotte, NC
01.2014 - 12.2014
- Answered 150+ incoming phone calls in a Call Center environment.
- Answered questions and concerns regarding system or service
- Educated the consumer on the proper use and maintenance of their system
- Assisted customers with requests for cancellations then made a full effort to retain their business
- Worked to secure new business in homes that contained CPI alarm systems not presently monitored whether by phone sale or scheduling a field representative
- Assisted customers with troubleshooting Alarm systems, and app technical support
- Met sales quota as set by management
- Assisted in the tracking of service calls and field technicians
- Provided specialized technical resolution to new construction issues, remote system downloading, and activations
- Conducted outbound calls via Company dialer to current customer base to gauge customer satisfaction with system and service
- Verified contact information with current customers to ensure we had correct information in system
- Identified any potential new customer referral opportunities to help grow our business
- Performed alarm system downloads to ensure programming of alarm systems
- Worked overtime as needed
- Provided supplemental support to Customer Care Department during times of unusually high-call volume
Operations Manager
Cedar Fair
Charlotte, NC
02.2004 - 11.2013
- Led customer service training sessions
- Responsible for breaking records of revenue for restaurants
- Promoted line level associates to supervisors and supervisors to Area Supervisors
- Fixed issues with labor dollar spending
- Worked overtime as needed
- Served as acting Manager on Duty during peak operative hours once a week minimum
- Coordinated with Guest Services to maintain guest satisfaction
- Worked in the call center from 2010-2013 in addition to my other role
- Audited weekly inventories to ensure balanced cost of sales per location
- Assisted in data-entry for cost of sales per location
- Aided in management and development of daily specials for employee dining location, Cornerstone Café
- Managed 5 area supervisors, 25 supervisors and over 125 associates
- Contributed to the training and development of associates, supervisors, and area supervisors
- Created weekly schedules for associates, supervisors, and area supervisors
- Provided budgeted labor guidelines to staff
- Managed warehouse with $1M of merchandise
- Gained experience in receiving material and goods from vendors and suppliers
- Provided hands-on service to verify quality and quantity of materials by checking merchandise vs. packing list
- Gained in-depth knowledge of maintaining inventory records and ensuring identification of damaged goods
- Prepared receiving reports and other paperwork with Microsoft as needed
- Worked in benefits verification department (2 seasons)
Client Relationship Manager (Seasonal)
Vanguard
Charlotte, NC
10.2012 - 03.2013
- Established mutual funds for prospective clients
- Helped customers with mutual fund accounts over the phone with 120+ inbound and outbound calls
- Helped customers troubleshoot Internet applications
- Processed distributions for customers
- Communicated with team members with multiple correspondence- phone, email, and chat from offices all over the U.S.
Education
Bachelors - Business Management
Winston-Salem University
Winston Salem, NCMaster Of Theology - Theological Studies
Queens University
Charlotte, NC03.2025
Bachelor Of Arts - Business Administration
Queens University
Charlotte, NC03.2023
Skills
- Strong work ethic
- Microsoft Suite
- Customer service management
- Adobe
- 10-key operation
- Apple Computer efficient
- Clerical duties
- Professional phone etiquette
- Call center environment
- Financial background
- Oracle
- Detail-oriented
- Accounts Receivable
- Accounts Payable
- Payment Processing
- Customer service
- Time management
- Sales force CRM
- Lexis Nexis
- Jira Ticketing
- Multi-tasking
- Troubleshoot via phone, & chat
- Problem-solving
- Prioritize tasks
- Maintain professionalism
- Data-entry
- Microsoft Office Certification
- Strategic business thinking
Accomplishments
- Highest close factor for sales (Wells Fargo- won multiple times)
- Customer interaction surveys (Wells Fargo- won multiple times)
Timeline
Client Services Lead
Genworth
02.2024 - 04.2025
Remote Senior Tech Support Specialist
Vanguard
02.2021 - 01.2024
Senior Tech Support Specialist (hybrid)
LPL Financial
01.2019 - 02.2021
Senior Banking Specialist
Synchrony Financial
01.2016 - 01.2019
Customer Service Representative (Remote and Onsite)
Wells Fargo
01.2015 - 12.2015
Customer Care Specialist
CPI Security
01.2014 - 12.2014
Client Relationship Manager (Seasonal)
Vanguard
10.2012 - 03.2013
Operations Manager
Cedar Fair
02.2004 - 11.2013
Bachelors - Business Management
Winston-Salem University
Master Of Theology - Theological Studies
Queens University
Bachelor Of Arts - Business Administration
Queens University