Rosalie Harvey-Grandison
Coral Springs
Summary
Affable CUSTOMER SERVICE SPECIALIST with over fifteen years' experience in retail banking and approximately two years in call center. Proficient in working in challenging situations by being adaptive and utilizing problem solving skills to achieve desired results. Committed to providing high-quality service and developing customer relationships.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Client Support Specialist
Fiserv
12.2023 - Current
- Act as the primary point of contact for all day-to-day merchant inquiries
- Navigate through various Merchant Services subsystems to research and resolve client inquiries.
- Respond to merchant issues concerning interchange and chargeback compliance, billing, funding, batch detail reports, and e-Commerce products and reporting.
- Provide front-line support for our banking partners
Customer Experience Specialist
Teleperformance USA
03.2023 - 09.2023
- Debit card maintenance: replacing and deleting.
- Filing billing and fraud disputes on behalf of customers
Acting Officer in Charge - sub branch
Bank of Nova Scotia Ja. Ltd.
07.2018 - 07.2018
- In charge of total operations of branch: security and supervision of tellers and customer service representatives.
- Loading and balancing ATM
- Coaching tellers and customer service representatives.
- Merchandising
Teller Service Officer - Relief
Bank of Nova Scotia Ja. Ltd.
01.2018 - 03.2018
- Supervision of tellers: ensuring cash levels are kept, listening to interaction with customers and coaching as needed.
- Locking away cash at end of shift
- Vacation scheduling for tellers
Education
Course Graduate - Medical Coding and Billing
U.S. Career Institute
Fort Collins, CO01.2022
Bachelor of Science - Business Administration
Northern Caribbean University
Mandeville, Manchester, Jamaica West Indies 08.2005 - 06.2009
Skills
- Customer Complaint Resolution
- Customer Engagement
- Communication
- Time Management
- Customer Retention
- Attention to Detail
- Active Listening
- Ability to Work Independently
- Multitasking and Organization
- Team Player
Accomplishments
- Team Survey Champion for December 2024 & March - May 2025. Currently holding team trophy and awarded PTO and Living Proof points.
RELEVANT ON-THE-JOB EXPERIENCE
- Work Ethic: Maintained a high customer satisfaction rating by consistently exceeding customer expectations through follow-ups and personalized support.
- Developed in-depth product knowledge to effectively answer customer questions and address technical concerns.
- Customer Service: Demonstrated ability to maintain composure and work efficiently in a fast-paced environment while preserving strict confidentiality.
- The ability to meet and exceed customer needs by providing timely, effective, and empathetic support
SHORT TERM POSITIONS
Client Services Manager. FISERV INC., Coral Springs, Fl (2022)
Timeline
Client Support Specialist
Fiserv
12.2023 - Current
Customer Experience Specialist
Teleperformance USA
03.2023 - 09.2023
Acting Officer in Charge - sub branch
Bank of Nova Scotia Ja. Ltd.
07.2018 - 07.2018
Teller Service Officer - Relief
Bank of Nova Scotia Ja. Ltd.
01.2018 - 03.2018
Bachelor of Science - Business Administration
Northern Caribbean University
08.2005 - 06.2009
Course Graduate - Medical Coding and Billing
U.S. Career Institute
Similar Profiles
Akanksha KumariAkanksha Kumari
Implementations Professional at FiservImplementations Professional at Fiserv
Tracy SanchezTracy Sanchez
Client Executive at FiservClient Executive at Fiserv
Tamara FunstenTamara Funsten
Inside Sales Account Executive II at FiservInside Sales Account Executive II at Fiserv
JEANNE JEANJEANNE JEAN
Certified Nursing Assistant at CareGivers of AmericaCertified Nursing Assistant at CareGivers of America
Philip PorroPhilip Porro
Server at Outback SteakhouseServer at Outback Steakhouse