Tierhiecea Gerring
Lancaster,TX
Summary
Dedicated Credit Card Customer Service Representative with strong track record of resolving over 1,200 customer issues annually and maintaining 95% satisfaction rate. Expert in handling and resolving credit card disputes, achieving 98% satisfaction rate and reducing average resolution time by 25%. Proven ability to streamline processes, leading to 15% increase in efficiency and adherence to compliance regulations with zero violations. Skilled in training and improving team communication by 30%, contributing to enhanced customer loyalty and retention.
Overview
2
2
years of professional experience
Work History
Credit Card Customer Service Representative
Velera
11.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Assisted with reconciliations and customer communications.
- Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
- Managed sensitive customer data with utmost discretion, ensuring compliance with privacy regulations and maintaining trust between clients and the organization.
Education
High School Diploma -
Grace Davis High School
Modesto, CA05-2014
No Degree - Nursing
Baylor University
Waco, TXSkills
- Payment Processing
- Credit adjustments
- Data entry proficiency
- Complaint resolution
- Customer Relations
- Policy Adherence
Professional Skills
Customer Communication
- Advocated for customers with the goal of providing the highest service level.
- Resolved over 1,200 customer credit card issues annually, maintaining 95% satisfaction rate.
- Handled card activations, payments, and lost ot stolen cards.
Dispute Resolution
- Successfully handled and resolved more than 400 credit card disputes each quarter, reducing average resolution time by 25%.
- Streamlined dispute resolution process, resulting in 15% increase in efficiency.
- Achieved 98% satisfaction rate in dispute resolutions, contributing to customer loyalty and retention.
Regulatory Compliance
- Ensured all customer service interactions adhered to federal and state credit card regulations, resulting in zero compliance violations.
- Researched balances on accounts to verify accuracy including customer discounts and credits.
- Adhered to the compliance checklist, which reduced potential legal issues.
Timeline
Credit Card Customer Service Representative
Velera
11.2023 - Current
High School Diploma -
Grace Davis High School
No Degree - Nursing
Baylor University
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