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Customer Service and Sales Specialist with over 10 years of experience in financial, telecommunications, and fraud management
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Competencies
Proven ability to handle complex customer disputes, fraud cases, and service inquiries across multiple industries.
Skilled in upselling, cross-selling, and closing deals by understanding customer needs and overcoming objections.
Extensive experience in resolving disputes for credit, debit, and fraud-related accounts, ensuring compliance and customer trust.
Capable of troubleshooting technical issues, providing effective solutions and support in high-pressure environments.
Proficient in MS Excel, including advanced functions, to analyze data and generate insightful reports.
Education
Summary
Dedicated professional with over a decade of expertise in customer service, sales, and fraud management across finance and telecommunications sectors. Adept at resolving complex disputes, driving sales, and supporting operational excellence.
Key Achievements
- Successfully resolved dispute cases for credit/debit cards, enhancing customer satisfaction and security.
- Consistently achieved sales targets by effectively cross-selling internet, cable, and protection plans.
- Led floor support and sales metrics management, improving team performance and overall sales outcomes.
- Promoted to back-office roles at Amazon, reflecting recognized expertise and reliability in operational tasks.
- Transitioned customers from service inquiries to sales opportunities through needs-based positioning.
Experience
Customer Service Representative and Sales Representative
Banking Experience at Western Union account for Mortgages. Negotiate payment plans and reconciliations with other departments for dispute resolutions. Pushing sales once accounts are settled based on customer credit scores with the bureaus.
Customer Service Sales/Retentions
Selling bundles (internet and cable) to customers on every single call.
Disputes and Fraud Account Analyst
Dispute resolutions for credit/debit cards account. Sales of products and protection plans for stolen or fraud.
Tech Support Specialist
Various Positions
Sales representative. Accelerator. Floor support. Back up supervisor. Managing the sales metrics for the whole floor on a daily basis. Taking escalations to close deals.
Senior Customer Services Representative Fraud Division
Processing disputes over the phone. Fraud alerts. Security freezes. Sales actions. Back-office duties processing consumer requests via mail. Global specialist representative capable of addressing any type of customer request regarding FTC consumer protection laws.
Seasonal Human Resources Account
Moved to permanent position. Received a promotion to a back-office position.
Verizon Pact Specialist Level II
Customer service transitioning to sales by understanding customer needs. Positioning sales based on needs. Asking probing questions to understand customer background and overcoming scenarios based on hesitations.