Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Tyniesha Briscoe

Owings Mills,MD

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ambitious, career-focused job seeker, anxious to obtain a Data Specialist position to help launch career while achieving company goals. Customer Service Specialist with over 28 years of successful experience in Banking and Chargeback Roles. Recognized consistently for performance excellence and contributions to success in the banking industry. Strengths in Microsoft office and excel backed by training in Banking Services.

Overview

9
9
years of professional experience

Work History

Chargeback Investigator

Global Payments
Owings Mills, Maryland
11.2012 - 11.2014
  • Identified fraud and reported suspected cases to appropriate contact.
  • Resolved disputes by processing refunds and debits to cardholders or merchants.
  • Investigated disputed credit or debit card transactions.
  • Managed complex finance projects under direction of senior management to meet deadlines and budget limitations.
  • Developed monthly, quarterly and annual profit and loss statements and balance sheets.
  • Supported management by processing invoices and documents with consistent on-time delivery.
  • Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.
  • Implemented new accounting processes to decrease spending and work flow downtime.
  • Created detailed expense reports and requests for capital expenditures.
  • Analyzed figures, postings and documents to maintain accounting program accuracy.
  • Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
  • Assessed data and information to verify entry, calculation and billing code accuracy.

Call Center Customer Service Specialist

Capital One Bank
Laurel , Maryland
09.2011 - 09.2012
  • Responded to customer comments and questions via LiveChat during shifts.
  • Educated customers on company systems, form completion and access to services.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Recommended products to customers and suggested other options if preferred product was unavailable.
  • Improved daily operations, vendor relationships, contractor communication and employee remote access by streamlining processes.

Call Center Customer Service Representative

Capital One Bank N.A
Long Island City, NY
07.2009 - 02.2011
  • Responded to customer comments and questions via LiveChat during shifts.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Answered over 55 calls per shift to meet fast-paced call center demands.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Calculated correct order totals, updated accounts and maintained detailed records for inventory management.

Customer Service Call Center Representative

Northfork Bank
Long Island City, NY
01.2007 - 01.2009
  • Resolved concerns with products or services to help with retention and drive sales.
  • Responded to customer comments and questions via LiveChat during shifts.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Delivered excellent customer service, resulting in consistent 90% customer satisfaction rating.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Developed, updated and organized outlook, excel databases to handle customer and data.
  • Effective liaison between customers and internal departments.

Customer Service Representative

Astoria Federal Savings Bank
New Hyde Park, NY
11.2005 - 12.2006
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Recommended products to customers, thoroughly explaining details.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Responded to customer comments and questions via LiveChat during shifts.
  • Referred complex issues relating to online order system or technology to help desk for further evaluation.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.

Education

High School Diploma -

Fiorello H Laguardia High School
New York, NY
06.1994

Skills

  • Attention to Detail
  • Customer Relations
  • Data Analysis
  • Creative Problem Solving
  • Precision and Accuracy
  • Data Entry and 10-Key
  • Relationship Building
  • Critical Thinking
  • Microsoft Office
  • Confidentiality and Discretion
  • Preparing Exhibits
  • Resource Management

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt

Timeline

Chargeback Investigator

Global Payments
11.2012 - 11.2014

Call Center Customer Service Specialist

Capital One Bank
09.2011 - 09.2012

Call Center Customer Service Representative

Capital One Bank N.A
07.2009 - 02.2011

Customer Service Call Center Representative

Northfork Bank
01.2007 - 01.2009

Customer Service Representative

Astoria Federal Savings Bank
11.2005 - 12.2006

High School Diploma -

Fiorello H Laguardia High School

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Tyniesha Briscoe