Roneesha Murphy
Service Consultant
Newport News,VA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Service Consultant
Progressive Casulty Insurance
Remote
05.2024 - Current
- Discussed options with clients and determined appropriate plans.
- Documented payment details and personal information on customer accounts.
- Provided information about service procedures and expected timelines.
CUSTOMER ADVOCATE
Paycor
Remote
08.2022 - 09.2024
- Documented customer concerns and inquiry resolutions in internal computer system.
- Listened to customers in actively to assess issues and provide accurate information.
- Researched and resolved account and service problems with friendly, knowledgeable support.
FRAUD PREVENTION REPRESENTATIVE
Jack Henry & Associates
Remote
08.2020 - 08.2022
- Answers inbound calls for fraudulent or suspicious activity
- Assist cardholders/financial institutions with lost or stolen card reports
- Monitors and analyzes transactions to detect suspicious activity and protect customer accounts and assets
CARGO CARE COORDINATOR
CMA-CGM
Norfolk, VA
09.2019 - 08.2020
- Customer inquiries and concerns Receive, verify, and validate shipping instructions are compliant according to LARA, International Maritime laws, CMA and partners policies, appropriate corrections and contact customer if necessary
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution
- Submit customer's request to terminals for pre-advising gate and rail entrance before truckers and rail arrival at terminal
- Handled 50-60 calls per day to address.
CUSTOMER ADVOCATE REPRESENTATIVE
GM Financial, Live Chat
Arlington, TX
05.2016 - 04.2019
- Interact with customers, and dealers to resolve complex issues customers via chat providing “Best in Class” service via multichannel request to increase customer satisfaction and retention
- Assist with payment arrangements to resolve delinquency or recommend other products and services within company policies and procedures
- Document all necessary information on appropriate application or system
- Various other positions such as Lease End Specialist, Virtual Chat Analyst, & Quality Analyst for a minimum of 3 months.
TECHNICAL SUPPORT REPRESENTATIVE
Citibank
Norfolk, VA
08.2010 - 11.2015
- Analyze and solve reported issues with Department of Defense clients via phone, chat, email resolving issues, resetting passwords, and assisting APC with new user registration
- Accessed software updates as well as testing updates, drivers, knowledge bases, and frequently asked questions resources on internet to aid in problem resolution
- Prioritized and scheduled issues, escalating issues to Tier 2 support team for further research and resolution
- Performed system regression testing on system prior to entering production
- Responsible for submitting IT Service Request issues into ticketing system and following up on issues.
Education
High School Diploma -
Windsor High School
06.1994
PD Pruden Vocational Technical Ctr
06.1994
Skills
- Technical Skills
- Courteous with Strong Service Mindset
- Customer Data Confidentiality
- Data Entry and Maintenance
- Understanding Customer Needs
- Customer Account Management
- Efficient and Detail-Oriented
- Building Customer Trust and Loyalty
- Productivity Standards
- Issue and Complaint Resolution
Timeline
Service Consultant
Progressive Casulty Insurance
05.2024 - Current
CUSTOMER ADVOCATE
Paycor
08.2022 - 09.2024
FRAUD PREVENTION REPRESENTATIVE
Jack Henry & Associates
08.2020 - 08.2022
CARGO CARE COORDINATOR
CMA-CGM
09.2019 - 08.2020
CUSTOMER ADVOCATE REPRESENTATIVE
GM Financial, Live Chat
05.2016 - 04.2019
TECHNICAL SUPPORT REPRESENTATIVE
Citibank
08.2010 - 11.2015
High School Diploma -
Windsor High School
PD Pruden Vocational Technical Ctr
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