Shaniquia Miller

.Managed approximately 30 incoming calls, emails and faxes per day from customers.

• Provide exceptional customer service to users by addressing inquiries and resolving issues via email, chat, and phone support.
• Assist customers in navigating the platform and understanding the features and functionalities of fantasy sports games.
• Collaborate with the technical team to identify and troubleshoot technical problems, ensuring a seamless user experience.
• Maintain detailed records of customer interactions and feedback to contribute to the continuous improvement of customer service processes.
• Educate customers on account management, payment processing, and game rules to enhance user engagement and satisfaction.
• Monitor and escalate complex issues to higher-level support or management when necessary to ensure timely resolution.
• Participate in training sessions and team meetings to stay updated on new products, services, and best practices in customer service.

• Provided assistance to customers/members of banks/credit unions who received fraud alerts regarding their debit/credit cards, via automated dialer, email and text message.
• Reported cards as lost or stolen.
• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
• Conducted thorough 15 suspicious activities, leading to a 30% increase in fraud detection accuracy prevention, investigating suspicious activities and compiling detailed reports.
• Provided exceptional customer support during fraud case resolution, while resolving fraud-related issues, delivering exceptional service and ensuring all concerns were addressed and clients fully understood the outcome.
• Stayed updated on industry trends and emerging threats, continuously adapting fraud detection techniques to counteract evolving risks.

• Managed high-volume inbound and outbound calls to assist customers with banking inquiries and transactions, ensuring a high level of customer satisfaction and adherence to company protocols.
• Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
• Utilized CRM software to performed account maintenance by closing out accounts, document customer interactions, update account information and maintaining accurate and up-to-date records.
• Guided customers through online banking challenges, ensuring smooth digital transitions. Provided empathetic support, boosting customer confidence in digital services.
• Resolved an average of 60 customer issues per day, achieving a 95% customer satisfaction rate, leading to improved
  customer loyalty and retention.
• Maintained meticulous customer records and managed account closures with precision. Ensure data accuracy, contributing to improved operational efficiency.
• Partnered with cross-functional teams to expedite debit card replacements. Reduced wait times and enhanced customer experience through effective communication.
• Achieved and consistently exceeded performance metrics, including call handling time, customer satisfaction scores, and first-call resolution rates.

• Processed and evaluated loan applications to determine eligibility and compliance with company policies and regulatory requirements.
• Conducted thorough credit and background checks to assess applicants' financial stability and risk factors.
• Collaborated with clients to gather necessary documentation and information for loan approval and processing.
• Maintained accurate and organized records of all loan transactions and client interactions in the company database.
• Communicated effectively with clients to explain loan terms, conditions, and repayment schedules.
• Ensured timely processing of loan applications to meet customer needs and company deadlines.
• Assisted in resolving customer inquiries and issues related to loan applications and approvals.
• Worked closely with team members to streamline processes and enhance overall efficiency in loan processing operations.
• Achieved a 95% loan approval rate by diligently reviewing 10 loan applications daily, resulting in a 20% increase in
  loan processing efficiency.

• Managed front desk operations, ensuring a welcoming and efficient environment for patients and visitors.
• Scheduled and coordinated patient appointments, optimizing the use of clinic resources and reducing wait times.
• Maintained accurate patient records and handled confidential information with discretion and compliance with privacy regulations.
• Answered and directed incoming calls, providing information and assistance to patients and staff.
• Assisted in billing and insurance processing, ensuring accurate and timely submission of claims.
• Collaborated with medical staff to facilitate smooth patient flow and enhance overall clinic efficiency.
• Implemented and maintained office procedures to improve administrative processes and patient satisfaction.
• Enhanced data retrieval speed by 20% through optimized patient records management and mentored two receptionists in procedural efficiency using specific clinic software and system.