Excel
ROSS C WITHERINGTON
Dallas,TX
Summary
Seasoned customer service specialist with a "can do" attitude and team mentality. Promoted to Back Office role managing outbound and inbound calls, contact letters, as well as front line interactions. Many years of experience on a variety of user interfaces and virtualized service line platforms. Solution oriented, and always willing to contribute to collaborations. Excellent trouble shooting skills, adaptable to change, and open to communicate and accept new ideas. Detail oriented, with a background in research and analysis. Looking for a career in which I can grow.
Overview
13
13
years of professional experience
Work History
Back Office Associate
Genpact 1+(855) 808-6695
11.2023 - Current
- Work with Excel as well as banking and credit card account software.
- Managing inbound and outbound calls, and sending contact letters in regards to Fraud and Non-Fraud credit card disputes.
- Back checking interactions of front line associates and accounts to gather missing information and process disputes.
- Processing duplicates, reviewing accounts for merchant credits and potential fraud.
- Placing outbound calls to customers to answer qualifying and ancillary questions.
- Edited documents to keep company materials free of grammar errors.
- Informed and supported business leaders through consistent communication and administrative support duties.
Apple Card Specialist
Genpact 1+(855) 808-6695
03.2023 - 11.2023
- Customer service via phones and Live Person chat.
- Resolved customer issues, complaints and questions involving fraud and non-fraud transaction disputes.
- Engaged customers with empathy to better support their needs.
- Servicing requests related to Apple Card including account management, credit inquiries, balance and interest management, installment plans, high yield savings, and advanced fraud protection.
- Experience on programs such as Live Person, Appian, Symphony, Excel, PEGA and our client run Agent Interface.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
Content Moderator
Genpact 1+(855) 808-6695
07.2018 - 02.2023
- Analyzing and actioning content on various social media platforms.
- Experience in a fast paced office setting.
- Continued training on service line process, management of personal data, and updated client policies.
Apprentice Computer Programming
Rainback (817) 614-9218
10.2017 - 12.2017
- Software and web coding for startup company's app development.
- Virtualization, GIT commands in Linux terminals to find and resolve coding errors
- C, C++, Python, HTML
Bartender
Hannah's Off The Square (940) 566-1110
08.2012 - 10.2017
- Bartending, fine dining table service, craft cocktails, wine selection, deep cleaning
- Senior staff member, handling invoices, calculating staff tip out, balancing the register, managing inventory, TABC and Health Code compliance.
Bartender
The Funky Door (806) 687-0505
08.2011 - 07.2012
- Customer service, wine knowledge, cleaning, organizing, inventory, food service and prep
Education
Bachelors Degree - Electronic Media & Communication, English
Texas Tech University
05.2012
Skills
- Empathy and Enthusiasm to Fulfill Needs
- Experienced with Banking, Credit and Social Media Policies
- Positive Customer Interaction
- Research and Analysis
- Microsoft Office Suite
- Web Development and Coding in HTML
- Programming in C, C, and Python
- Experience in Remote and In-Office Work Environments
- Database Maintenance
- Personal Management
- Professional Writing
- Leadership and Flexibility
Software
Live Person
PEGA
Symphony
VERINT
Amazon Connect
MS Word
Dream Weaver
Photoshop
Virtual Box
Linux Fedora
Timeline
Back Office Associate
Genpact 1+(855) 808-6695
11.2023 - Current
Apple Card Specialist
Genpact 1+(855) 808-6695
03.2023 - 11.2023
Content Moderator
Genpact 1+(855) 808-6695
07.2018 - 02.2023
Apprentice Computer Programming
Rainback (817) 614-9218
10.2017 - 12.2017
Bartender
Hannah's Off The Square (940) 566-1110
08.2012 - 10.2017
Bartender
The Funky Door (806) 687-0505
08.2011 - 07.2012
Bachelors Degree - Electronic Media & Communication, English
Texas Tech University
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