Customer Service

I worked as a workforce specialist. I manage the queue, attendance, daily reports, and scheduling. I manage the accountability of tools and equipment. Create tickets if needed. I also worked as a credit report representative for Wells Fargo. We review all credit disputes, by researching all bank records. Proficient in using Microsoft Office and Excel

Worked for Helio a telecom company based in US which has been absorbed by Virgin Mobile. We take in applications for a new phone, including running a credit check, payment, changing phone number, and explaining the charges and bills. We also assist them in requesting a replacement phone.

I worked for Citibank we processed their application over the phone. And then with Wells Fargo Bank - I worked for Card Claims department. Debit card Fraud and Non-Fraud disputes. We review their account and transactions. We determine if the disputed item is eligible for charge-back or refund. We submit all the necessary documents to VISA and issue a temporary credit.

I worked for Citibank's credit card application. We process the application over the phone. Answer all the questions, and read the terms and conditions.

Wells Fargo Card Claims department. We determine if the transaction in dispute is eligible for chargeback depending on the reason for the disputed item. We submit the case to VISA on behalf of the customer. We issue a temporary credit while waiting for the result. We also review all the statements.

Wells Fargo, I was part of the credit card claims department. We check all reported fraud and non-fraud charges, analyze the transaction, and determine if it is eligible for chargeback. Submit the dispute on their behalf and issue a temporary credit. We also close their cards and help them locate the nearest branch for replacement.

Being a workforce analyst, we also prepare the schedules of the agents. Enter their schedules for the week including training, breaks, and overtime if needed. I am also responsible for updating their deviations like absences or tardiness.