VICTORIA GLENN

• Reading thoroughly through dispute all letters to make sure I am documenting what the customer wants to dispute.
• Understanding the company's procedures effectively to dispute on behave on the consumer.
• Verifying consumer's personal information to ensure there is no fraud or errors before starting a dispute.
• Making sure that I am sending over accurate information to all 3 credit bureaus and internal teams for verification.
• Sending out results from the dispute to the consumers before the 30-day mark.
• Making sure all disputes are in the correct queue, so they are processed in fair timing.
• Using analytic thinking and company's resources to process varies credit cases.
• Investigated and resolved customer disputes related to credit decisions.
• Identify discrepancies in credit files and reconcile them
• Monitored credit accounts routinely to identify and mitigate issues and prevent losses.
• Handling sensitive data and keeping it protected while working from home.
• Using the microsoft platform especially excel and power bi to gather credit information as supporting documents.
• Paid attention to detail while completing assignments.
• Applied effective time management techniques to meet tight deadlines.
• Reviewed legal documents and contracts to determine potential conflicts and disputes.
• Prepared written opinions or decisions regarding cases.

• Researched and evaluated content to maximize web-based effectiveness.
• Diagnosed test setups and equipment before application testing to resolve malfunctions.
• Helped policyholders navigate Statefarm's website and troubleshoot issues they may have pertaining to both the website and the app.
• Installed and maintained Drive, Safe, and Save devices by troubleshooting any issues policyholders may have experienced while using their device.
• I perform password and device resets to ensure the customer's app and device is performing at its maximum potential.
• Assisted vendors of State farm with business portals both managing and troubleshooting their online accounts.
• Provided technical support to customers, troubleshooting technical issues and providing solutions.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Managed over 60 calls a day and helped to maintain long lasting customers with the company.

• Offered remote onboarding services, helping customers to complete initial device setup and connection procedures.
• Offered remote onboarding services, helping customers to complete initial device setup and connection procedures.
• Checked PCs and laptops to troubleshoot, trace, and resolve customer issues.
• Trained users on proper use and care of computers to reduce and eliminate potentially damaging errors.
• Set up computers, installed software, and configure settings for customers.
• Removed viruses and unwanted software from desktop operating systems using logical and systematic processes.
• Help to install wireless and wired printers to Bluetooth devices.
• Assisted customers with setting up their new computers.
• Assisted customers with basic email troubleshooting.
• Set- up clients with a level 2 agent, in-home appointment, or in-store if the work out of my scope.
• Up selling/ Cross selling on technical support packages.
• Responded promptly to incoming sales leads and requests for technical support

• Answered inbound calls to greet and assist customers with various needs and questions
• Utilized computer systems to research and record account information
• Documented and classified member issues to implement proper service and solutions
• Answered incoming calls and assisted customers with questions
• Supported other departments and external inquiries during peak periods to reduce wait times and maximize customer satisfaction
• Studied company products and services to maintain relevant knowledge and deliver top-notch service
• Shared relevant tools with customers as necessary to reduce support call frequency
• Connected with prospective, new, and established customers to assess and determine individual needs
• Provided solutions, recommendations, and replacements with empathy and positive feedback
• Answered calls or emails from customers and assisted with special requests or resolving complaints
• Returned customer calls and responded to inquiries and complaints
• De-escalated customer complaints using specialized communication techniques
• Communicated new and relevant information to customers and followed up on promises
• Addressed customer concerns and complaints and resolved issues promptly and efficiently
• Documented detailed notes in CPAK system to track customer interactions
• Created work orders for technicians to fix or set up customer's devices.
• Answered constant flow of customer calls with minimal wait times
• Applied basic sales strategy to engage customers and present solutions to suit individual needs
• Maintained and managed customer files and databases

• Used POS system to scan customer purchases, calculate prices, and process transactions.
• Supported company mission and values through honesty, integrity, and high-quality performance.
• Assisted with store recovery to maintain clean and organized sales floor throughout shift.
• Assessed needs and recommended products aligned with customer budget and preferences.
• Maintained knowledge of current and future promotions to provide accurate service and inform customer purchasing decisions.
• Bolstered customer satisfaction through enrollment in loyalty discounts and rewards programs.
• Assisted cashiers and customers with locating products, checking prices, and tracking down replacements.
• Monitored customers for signs of fraud and theft to prevent store losses
• Resolved customer issues efferent to maintain our customer's loyalty and the sale.
• Made sure I was Up selling/ Cross selling to maintain KPI for monthly.
• Handled software issues such as locking and unlocking, profile changes, and setting up phones on varies devices.
• Engaged with customers and built connections to drive long-term sales.
• Answered incoming questions regarding products, pricing, and availability.
• Inspected equipment to verify functioning and performance against specifications.
• Helped my store generate leads by marketing online, in-store, and street promotions.
• Assisted my manager with weekly meetings by introducing key factors and store goals for the store.

Member Art Club, Track, & NJROTC (4 Years).

• Honor Roll [2009-2013]
• Completed AP course in Calculus and Human Anatomy
• 3.4 GPA
• Extracurricular Activities: NJROTC, Track and field, and Art club