Twyla Sternberg
neg.
Fargo,ND
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Credit Card Fraud Investigator. Ready to help team achieve company goals. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices.
Overview
11
11
years of professional experience
Work History
Gaming Attendant
Norhtern Prairie Performing Arts
10.2018 - Current
- Performed cash handling duties, provided change and balanced money at end of shift.
- Explained and demonstrated games and attractions to assist guests.
- Greeted and informed customers about attractions, promotions and current prices to foster outstanding hospitality and service.
- Communicated proactively with guests to troubleshoot problems and provide guidance.
- Wiped down and cleaned chairs, booths and game stations to comply with sanitation requirements.
- Assisted with ticket redemption and provided prize selection to customers.
- Maintained clean and safe work environment and monitored immediate area and surroundings for trash and debris.
Fraud OperationsSolutions
US Bank Service Center
07.2017 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Addressed customer account discrepancies and concerns.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Customer Service Representative
5-Star
11.2011 - 03.2018
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
- Addressed customer account discrepancies and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Moorhead Youth Educational Services
Moorhead, MN02.1991
Skills
- Fraud Prevention and Detection
- Inbound Customer Calls
- Issue and Complaint Resolution
- Current Fraud Trends
- Customer Service and Assistance
- Customer Data Confidentiality
- Understanding Customer Needs
- Call Decisioning
- Policy and Procedure Adherence
- Maintaining Security
- Calm and Professional Under Pressure
- Issue Resolution
Timeline
Gaming Attendant
Norhtern Prairie Performing Arts
10.2018 - Current
Fraud OperationsSolutions
US Bank Service Center
07.2017 - Current
Customer Service Representative
5-Star
11.2011 - 03.2018
High School Diploma -
Moorhead Youth Educational Services