Responsibilities from these positions: • Engaged directly with customers via phone/digital channels, assisting with complex accounts and billing inquiries• Managed/streamlined customer accounts, assisted with creating new ones and ensuring accuracy of information• Explained products/services to prospective/current customers• Processed all transaction requests promptly and accurately• Demonstrated conflict resolution skills by effectively diffusing challenging customer situations, while remaining calm• Documented and resolved detailed interactions, inquiries, and ensuring comprehensive records of actions taken• Directed unresolved issues to appropriate resources, facilitating timely resolution to ensure customer satisfaction• Conducted thorough research and evaluation of information related to inquiries, complaints, and payment issues until reaching a resolution• Comply with sense of urgency situations, and stay on task, while performing high volume workloads• Developed and delivered training programs for new hires using custom PowerPoint presentations• Identified and recommended updates to processes and systems for improved efficiency/compliance• Led and managed various audits/projects across multiple business units, ensuring adherence to internal/external standards for compliance• Maintained comprehensive Audit and Compliance documentation • Monitored/researched accounts for Fraudulent activity• Managed/maintained certification processes/projects for multiple business units• Organized and facilitated meetings, enhancing team collaboration, and communication