Wanda Flowers
Jackson
Summary
Diligent customer service representative skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
9
9
years of professional experience
Work History
Remote Customer Support Specialist
Sutherland
01.2025 - Current
- Assisted customers with account inquiries, transactions, and general banking support in a high-volume call environment
- Verified customer identity and maintained strict compliance with security and privacy regulations
- Blocked compromised cards and processed reissuance requests to prevent fraudulent activity
- Reviewed and explained credit card statements, charges, fees, and payment options to customers
- Resolved billing discrepancies and submitted disputes for unauthorized or incorrect transactions
- Provided step-by-step troubleshooting for online banking access, including password resets and account recovery
- Educated customers on digital banking tools, mobile app usage, and self-service features
- Documented all customer interactions accurately in internal systems
- Handled escalated calls and de-escalated frustrated customers while maintaining professionalism
- Met or exceeded performance metrics such as call resolution time, quality scores, and customer satisfaction
- Collaborated with internal departments (fraud, billing, technical support) to resolve complex issues
- Processed payments, set up payment arrangements, and updated account information as needed
- Identified potential fraud or suspicious activity and escalated according to company procedures
Customer Care Associate
NTT DATA Service
12.2023 - 12.2024
- Educate clients on life and annuity insurance policies, increasing policy awareness and comprehension.
- Resolve customer issues with a high first-contact resolution rate, improving overall customer satisfaction.
- Train new associates in customer service best practices, significantly enhancing team performance metrics.
- Resolved customer inquiries through various communication channels, ensuring satisfaction and prompt assistance.
- Streamlined support processes, enhancing team efficiency and response times to customer issues.
- Mentored new associates on best practices for customer interaction and problem-solving techniques.
- Analyzed customer feedback to identify trends, driving enhancements in service quality and client satisfaction.
- Collaborated with cross-functional teams to improve knowledge base resources for more effective issue resolution.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
Customer Service Representative
Alorica
12.2021 - 11.2023
- Assisted utility customers with account inquiries, billing questions, payment options, and general service concerns.
- Provided customer support for residential and business accounts across multiple states, including Mississippi and Louisiana.
- Resolved issues related to outages, service transfers, new service setup, disconnect/reconnect requests, and payment arrangements.
- Updated customer accounts, verified account information, and documented all interactions accurately in company systems.
- Explained billing statements, usage charges, due dates, and available payment assistance programs.
- Processed service requests while maintaining accuracy, professionalism, and compliance with company policies.
- Escalated complex billing or service issues to appropriate departments for prompt resolution.
- Maintained strong customer satisfaction through effective communication, empathy, and problem-solving skills.
- Managed a high volume of calls while meeting productivity and performance goals.
Customer Service Representative
Xerox
05.2017 - 11.2021
- Collected member's feedback and used effective retention strategies to exceed member satisfaction goals
- Provided accurate and appropriate information in response to member inquiries
- Enrolled Medicare part D eligible beneficiaries
- Demonstrated mastery of customer service call script within specified time frames
- Described plan designs to customers and accurately explained details and care of plans
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot
- Answered an average of 40 calls per day
- Learned, referenced and applied product knowledge information
- Maintained high standards of customer service during high-volume, fast-paced operations
- Senior resolution specialist (assists and escalations)
Education
High School Diploma -
Bailey Magnet
05.1995
Associate of Business Administration - Business Administration
Colorado Technical University
Colorado Springs, CO03.2014
Skills
- Customer Service
- Issue Resolution
- Call Handling
- CRM Systems
- Communication
- Problem-Solving
- Time Management
- Quality Assurance
- Data Analysis
- Conflict Resolution
- Technical Support
- Process Improvement
- Training and Development
- Feedback Management
- Escalation Management
- Multitasking
- Customer Retention
- Follow-Up
- Documentation
- Team Collaboration
- Billing
- Multi-tasking
- Customer relationship management (CRM)
- CRM software
- Problem-solving
- Complaint handling
Timeline
Remote Customer Support Specialist
Sutherland
01.2025 - Current
Customer Care Associate
NTT DATA Service
12.2023 - 12.2024
Customer Service Representative
Alorica
12.2021 - 11.2023
Customer Service Representative
Xerox
05.2017 - 11.2021
High School Diploma -
Bailey Magnet
Associate of Business Administration - Business Administration
Colorado Technical University