TALEE T. OSBOURNE
Summary
Dedicated Member Service Representative enhancing satisfaction and loyalty through proactive support. Acknowledged for exceeding expectations in assisting members and enhancing service delivery. Skilled multitasker and resourceful independent problem-solver. Approachable Customer Service Representative adept at resolving issues, troubleshooting technical problems, and educating on logistics and policies to ensure customer satisfaction without unnecessary escalation of support calls.
Overview
9
9
years of professional experience
Work History
Member Service Representative
Navy Federal Credit Union
05.2021 - 01.2025
- Processed payment transactions for consumer/mortgage/equity loan, overdraft protection and credit card
- Opened new memberships and serviced existing accounts to meet established policies and procedures.
- Educated members about fraud prevention strategies to protect their accounts from unauthorized access or theft.
- Maintained high level of confidentiality regarding member accounts and financial information by initial ID.
- Process dispute and fraud claims by collecting information from incident report and advise member of appropriate documentation required.
- Assist member with navigation of online banking/ Mobile app or website
- Perform password resets and enrolling members in safety features available.
- Order debit card and deactivate for security purposes and increasing limit usage on card
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
Customer Care Agent/ Cashier/ Receptionist
El Dorado Furniture
08.2017 - 01.2019
- Provide stellar communication between in-store customers and over the phone customers
- Serve as bridge with vendors, financial institutions and corporate to solve customer issues
- Complete accurate transactions for customer purchases
- Making logically decision making in to which action is appropriate or given situation such as exchanges or services of merchandise
- Communicate with drivers daily for deliveries and complete follow-up calls to up 20 to 70 customers to make sure delivery was pleasurable
- Maintain great team work between fellow Customer Care Agents and Salespersons.
Customer Service Representative
Teleperformance
02.2016 - 02.2017
- AT&T/ DIRECTV
- Assist members with billing inquiries regarding member eligibility issues using CRM and Emdeon e-cashiering systems. Follow up member inquiries for queues placed to other departments for escalated assistance while ensuring accuracy with HIPPA/PHI policies and guidelines per member accounts. Assist members in selecting PCPs and specialist, along with providing information for in state preferred drug list on prescription items covered by member insurance. Assist customers in setting up new services with AT&T or DIRECTV
- Solve technical errors that may occur with cell phone, internet or cable.
Education
AA - Cybersecurity
Florida State College
Jacksonville, Florida12.2027
High School Diploma -
Charles W. Flanagan
Pembroke Pines, FloridaSkills
- Financial Transactions
- Product Recommendations
- Quality Assurance
- Active Listening
- Task Prioritization
- Client Education
- De-Escalation Techniques
- Problem-Solving
- Computer proficiency
- Customer Data Confidentiality
- Attention to detail
- Teamwork
- Relationship building
LANGUAGE
English
Native
SYSTEMS
- CRM
- UAD/USD
- Liveassist
Timeline
Member Service Representative
Navy Federal Credit Union
05.2021 - 01.2025
Customer Care Agent/ Cashier/ Receptionist
El Dorado Furniture
08.2017 - 01.2019
Customer Service Representative
Teleperformance
02.2016 - 02.2017
AA - Cybersecurity
Florida State College
High School Diploma -
Charles W. Flanagan
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