Wanda Hurst
Casselberry,FL
Summary
Find a new and challenging job within the Customer Service industry.
Experienced with customer service and communication, ensuring client needs are met promptly. Utilizes problem-solving skills to address and resolve inquiries effectively. Knowledge of maintaining positive client experience through attention to detail and consistent service quality.
Overview
33
33
years of professional experience
Work History
Virtual Services Representative
Insight Credit Union
06.2022 - Current
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Processed member transactions accurately, ensuring compliance with credit union policies.
- Educated members on various financial products and services, enhancing overall satisfaction.
- Assisted in training new staff on operational procedures and customer service best practices.
Dispatcher
Integrity Trucking & Logistics
10.2021 - 06.2022
- I locate and book loads for the drivers.
- I am present for the drivers in the event that there are any issues on the road or with any receivers.
- I resolve any issue with the delivery or receipt of load.
- Coordinated transportation schedules, optimizing routes for efficiency and timely deliveries.
- Managed communication between drivers and clients, ensuring accurate information exchange.
- Developed and maintained relationships with carriers to improve service reliability.
- Trained new dispatchers on industry protocols and software systems for effective operations.
Member Service Representative
Partners Federal Credit Union
01.2021 - 06.2021
- I worked in the call center, assisting members with deposits, payments set up transfers.
- I cross sold diverse Credit Union products and services.
- Adhered to Credit Union Metrics ie talk time, hold time and transfers.
Bilingual Advance Technical Support
AT&T Mobility
03.2016 - 05.2020
- Billing, Collections Services to Residential & Business Accounts
- Activating and upgrading services for customers including warranty exchanges for qualifying customers.
- Ensure guest satisfaction providing Technical Support to Android and iOS Systems.
- Support employees with escalations and technical inquiries.
Customer Service Representative Collections Department
AT&T Mobility
07.2014 - 03.2016
- Answer customer requests or inquiries concerning services, products, billing, equipment, claims and reports problem areas.
- Responsible to collect on customer account current, past due or closed account.
- Make recommendations according to customers needs on features, accessories, upgrades and rate plans.
- Process payment investigations, disputes, refunds and other needs based on customers claims.
Connections Health Insurance Agent
01.2013 - 07.2013
- Provide insurance product based on customer needs.
- Inbound and outbound calls to patients as needed.
- Provide feedback on customer health insurance applications.
- License to 215 provided as part of duties.
Health Insurance Agent
Aflac
02.2006 - 10.2012
- Sell health insurance products to business and residential customers.
- Set up appointments and follow up with customers as needed.
- Change customer policies as per their request.
Customer Relations Manager
Wachovia Bank
10.1992 - 02.2006
- Open new accounts for new and existing customers.
- Handle customer escalations and disputes.
- Manage over six employees, responsible for scheduling, training and coaching.
- Responsible for quality assurance and customer satisfaction scores.
- Comply with federal regulations.
Education
Paralegal Studies
Everest University
Skills
- Customer service
- Client engagement
- Database management
- Effective organization
- Complaint handling
- Account management
AWARDS AND ACKNOWLEDGEMENTS
Microsoft Office, Bilingual English and Spanish, Experience in Call Center Environment, Escalations Resolutions
Languages
Spanish
Professional Working
Timeline
Virtual Services Representative
Insight Credit Union
06.2022 - Current
Dispatcher
Integrity Trucking & Logistics
10.2021 - 06.2022
Member Service Representative
Partners Federal Credit Union
01.2021 - 06.2021
Bilingual Advance Technical Support
AT&T Mobility
03.2016 - 05.2020
Customer Service Representative Collections Department
AT&T Mobility
07.2014 - 03.2016
Connections Health Insurance Agent
01.2013 - 07.2013
Health Insurance Agent
Aflac
02.2006 - 10.2012
Customer Relations Manager
Wachovia Bank
10.1992 - 02.2006
Paralegal Studies
Everest University