Rep Payment Services Resume Charlotte, NC - Hire IT People

SUMMARY:

I am a highly enthusiastic, self - motivated individual seeking a challenging assignment and responsibility, with an opportunity for growth and career advancement.
Advanced knowledge of the following applications: Microsoft’s Office Desktop Suite, Full LAN and TCP/IP and Wireless services, ICOMS/CSG, Advanced Agent Desktop, KANA, Support Soft Live Chat, KEY and Issue Trak. Windows 98 through Windows 10 and Microsoft’s Office Desktop Suite.
Soft skills include Customer Care Support, eCare, the ability to lead and coach other people in a positive way. Ability to prioritize and organize duties and projects.

PROFICIENCIES:

Vast knowledge of computer hardware and networking in a professional and personal setting.
Ability to work with various personalities in a positive way.
Pasion to motivate individuals and teams to their full potential.
Able to execute complex directives and multi task to ensure desired outcome.
Ability to work with minimal supervision.

WORK EXPERIENCE:

Confidential, Charlotte, NC

Rep Payment Services

Responsibilities:

Under general supervision, interfaced with Banking Services personnel and all other Confidential personnel including Senior Leadership to ensure and resolve payment issues.
Resolution of Issue Trak Tickets for Banking Services related customer issues within the designated Confidential
Misapplied Payment Research and Resolution, Balance Transfer Processing
Recurring Payment Setup and Maintenance
Provided excellent customer service in analyzing and resolving problems that relate to Banking Services tasks
Maintain tracking reports via Excel and Access
Various special projects as required

Confidential

Team Lead

Responsibilities:

Answer customer web chats with in defined Confidential for the Carolina region.
Reply to customer Sales and Support emails for the Carolina region.
Assist with customer escalations from the call center floor as needed.
Support and manage back end systems for Enterprise Chat and to chart various metrics.
Support installation of Kana Response and implementation of email services.
Assist with training call center staff as needed.
Provide new employees with on the job training and recursive training.
Document all processes and procedures.
Test new tools and applications used in the call center.
On site field support for Video/ Confidential services for Confidential campus during opening weeks.
Perform quality reviews of new employee Chat/Email responses to customers.

Customer Care Professional Tier III

Confidential

Responsibilities: