Provided accurate information on Social Security benefits and eligibility requirements to clients.
Resolved customer inquiries and issues efficiently, ensuring high satisfaction levels.
Assisted in processing applications and claims, maintaining compliance with regulations.
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Solutions Specialist
S3 Shared Service Solutions
Baltimore, MD
03.2020 - 2021
Provide world class customer service to valued members of 3 credit unions. Update account information, research transactions, process payments to various loan types. Submit account service requests to appropriate departments for resolution. Assist 3rd party inquiries for requests for information.
Operations Escalation Support Specialist
Paypal, Inc.
01.2017 - 01.2019
Addressed customer escalations promptly and professionally via email, fax, and work cases.
– Reduced time required to process reports freeing up time to ensure weekly numbers were met resulting in a recognition award and bonus.
– Brought the team to a satisfactory timeframe within two weeks by adjusting work schedules accordingly.
Customer Solutions Specialist
PayPal
01.2012 - 01.2017
Ensured payments were properly posted to accounts.
Generated and submitted fraud reports for prompt resolution.
Assisted in setting up and accessing accounts, statement inquiries, and declined transactions.
Key Accomplishments:
– Exceeded projections for retained accounts by educating individuals on products and how to use them while offering incentives and coupons.
– Decreased AHT and received bonuses in all categories by working with other agents to identify new approaches and eliminate unnecessary words and questions.