Card Specialist - TTEC
(2023-02 - 2025-08)
- Managed a large portfolio of credit card accounts for Capital One and USAA, while consistently delivering exceptional, customer-focused service that resulted in high satisfaction ratings.
- Resolved customer issues by accurately processing transactions and providing efficient technical support for website navigation, in addition to managing all aspects of their account profiles.
- Managed all customer-facing technical support for website errors, and actively identified and relayed member needs to sales, which resulted in a streamlined upsell and cross-sell process.
Account Manager - National Vision
(2021-12 - 2023-02)
- Provided exceptional customer service across multiple channels, handling inbound calls, email inquiries, and online order processing to ensure a seamless client experience.
- Managed all aspects of patient scheduling for eye exams, optimizing appointment flow and minimizing wait times.
- Handled all payment transactions (including processing and refunds) through the ASM Serve System, ensuring 100% accuracy and compliance.
- Enhanced the customer experience by quickly and effectively troubleshooting issues and educating clients on product features.
Insurance Specialist - Assurant
(2006-07 - 2021-11)
- Provided end-to-end support for client inquiries regarding insurance premiums, claims processing, and lender-placed insurance policies.
- Cultivated strong client and carrier relationships, successfully matching clients with appropriate products and streamlining the process for policy reinstatements to ensure continuous coverage.
- Managed a variety of web-based and automated systems, leveraging multi-platform proficiency to efficiently deliver a consistently service-oriented experience to both customers and colleagues.
Processor - Bank of America
(2009-03 - 2012-04)
Customer Care Specialist - Sears Logistics Services
(2000-06 - 2006-06)
Customer Care Sales & Service - Publix Supermarket
(1988-11 - 2000-06)
