Tatum Geliga-Grazales
Lincoln,NE
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
15
15
years of professional experience
Work History
Merchant Service Specialist (Remote)
Fiserv Financial Institution
Omaha, NE
03.2023 - Current
- Assisted customers with credit card transactions and inquiries.
- Analyzed and reconciled daily credit card settlement reports to ensure accuracy of all transactions.
- Monitored merchant accounts for suspicious activity and fraudulent charges.
- Investigated chargebacks and disputed transactions as needed.
- Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.
- Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
Voice Associate (Remote)
Sammons Financial Group
Sioux Falls, SD
03.2022 - 02.2023
- Created and maintained detailed records of client data, policy information, and payments.
- Assisted clients with claims processing and policy changes.
- Explained complex legal terms associated with life insurance policies to customers.
- Collaborated with other departments such as underwriting and sales teams to ensure client satisfaction.
- Provided ongoing customer service support to existing policyholders.
- Performed quality assurance checks on all documents prior to submission or release.
Customer Resolution Specialist (Remote)
Walmart.com
Omaha, NE
05.2020 - 02.2022
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided technical support via live chat, email, or phone as needed.
- Followed up with customers through various communication channels like email, chat. for feedback or additional information required for resolution.
- Adhered to industry standards for providing excellent customer service at all times.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
Risk Management (Hybrid Remote)
Crete Carrier Corporation
Lincoln, NE
01.2018 - 03.2020
- Negotiated rates with vendors for services related to freight shipping.
- Maintained records of all shipments including tracking numbers, insurance certificates, bills of lading.
- Communicated with truck drivers about pick up and delivery schedules.
- Prepared invoices for payment collection from customers after completion of shipment process.
- Investigated customer complaints regarding late deliveries or lost and damaged cargo items.
- Conducted research on safety regulations and industry standards related to accidents.
Health Insurance Processor (Contract)
Allstate
Lincoln, NE
06.2017 - 12.2017
- Processed customer applications in order to facilitate enrollment into appropriate health plans.
- Maintained databases containing sensitive patient information such as diagnoses, treatments, medications, lab results.
- Addressed customer information requests promptly and courteously, maintained strict confidentiality and respect and identified potential improvements to inquiry response processes.
- Streamlined day-to-day office processes to meet long-term goals.
- Oversaw third-party billing and payment collection.
- Pulled patient records and transferred information to appropriate parties.
Life Insurance Specialist (Contract)
NTT Data
Lincoln, NE
02.2017 - 05.2017
- Assisted clients with claims processing and policy changes.
- Explained complex legal terms associated with life insurance policies to customers.
- Processed applications promptly and accurately according to company standards.
- Collaborated with other departments such as underwriting and sales teams to ensure client satisfaction.
- Calculated premiums and established payment methods.
- Obtained underwriting approval by completing application for coverage.
Student Loan Representative /Call Center Representative
Nelnet
Lincoln, NE
02.2016 - 01.2017
- Assisted customers with their student loan inquiries, providing accurate and up-to-date information.
- Processed applications for student loan consolidation and refinancing.
- Reviewed credit reports of applicants to assess creditworthiness and eligibility for loans.
- Prepared documents such as promissory notes, disclosure statements, repayment plans and other paperwork required by lenders.
- Monitored payment activities to ensure timely payments were made according to terms of the loan agreement.
- Ensured compliance with applicable state and federal regulations pertaining to student loan services.
Collections / Settlement Specialist Call Center
Walmart.comWorlds Foremost Bank
Lincoln, NE
07.2012 - 01.2016
- Performed skip tracing activities to locate missing debtors; developed a network of resources to aid in locating debtors when necessary.
- Maintained records of collection activities for each account, including contact attempts, payment arrangements and resolution status.
- Assisted customers with financial hardship by offering alternative payment plans or other solutions that would benefit both parties.
- Collaborated closely with other departments throughout the entire collection process.
- Negotiated payment plans and arrangements.
- Put together settlement options and development payment plans.
Library Student Assistant
University of South Dakota
Vermillion, SD
08.2010 - 05.2012
- Performed clerical duties such as filing, photocopying, and scanning documents.
- Organized shelves and maintained an orderly collection of books and other resources.
- Answered patron inquiries regarding library services and procedures.
- Helped set up equipment for meetings, lectures, or presentations held at the library.
- Researched materials requested by patrons using online databases.
- Created promotional displays for upcoming events or book releases.
Technical Support Call Center Representative
National Electronics Warranty
Rapid City, SD
01.2009 - 06.2010
- Provided technical advice to customers in response to inquiries about products or services.
- Developed knowledge base articles for use in the call center environment.
- Monitored incoming calls and responded to inquiries within a timely manner.
- Updated customer information on CRM database after each call.
- Escalated complex cases to appropriate technical staff when necessary.
- Assisted with training new employees on how to handle incoming calls effectively.
Education
GED -
Career Learning Center of The Black Hills
Rapid City, SD04.2005
Skills
- Remote work from home specialist
- Call Center Customer Service
- Critical Thinking
- Typing 40 WPM
- CRM Software
- Data Entry
- Computer Skills
- Proficient in MS Office, Teams, Zoom software
- Task Prioritization
- Client Relations
References
References available upon request.
Timeline
Merchant Service Specialist (Remote)
Fiserv Financial Institution
03.2023 - Current
Voice Associate (Remote)
Sammons Financial Group
03.2022 - 02.2023
Customer Resolution Specialist (Remote)
Walmart.com
05.2020 - 02.2022
Risk Management (Hybrid Remote)
Crete Carrier Corporation
01.2018 - 03.2020
Health Insurance Processor (Contract)
Allstate
06.2017 - 12.2017
Life Insurance Specialist (Contract)
NTT Data
02.2017 - 05.2017
Student Loan Representative /Call Center Representative
Nelnet
02.2016 - 01.2017
Collections / Settlement Specialist Call Center
Walmart.comWorlds Foremost Bank
07.2012 - 01.2016
Library Student Assistant
University of South Dakota
08.2010 - 05.2012
Technical Support Call Center Representative
National Electronics Warranty
01.2009 - 06.2010
GED -
Career Learning Center of The Black Hills
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