Melanie Hickman Email & Phone Number

Maintain strong and positive relationships with customers through effective problem resolution and efficient service delivery.• Demonstrates strong problem-solving skills to quickly identify customer needs and implement appropriate solutions.• Respond to internal and external inquiries regarding order status, quotes, product information, and warranties.• Manage an average of 60 calls per day, as well as multiple electronic correspondence accounts, to resolve shipping, invoice, and order status.• Submit credit and debit requests for customer’s accounts

Dallas/Fort Worth Area

Work in coordinated effort with team to reach established goals and initiatives.•Determine customer’s needs by using listening skills, showing empathy and solving problems.•Assures each customer is in a safe location and take immediate and appropriate action if necessary.•Apply skill and knowledge to achieve quality standards including meeting all regulatory requirements.•Provide superlative customer service and support for call center operation by using proper handling and follow-up.•Document customer’s needs and resolutions.

Dallas/Fort Worth Area

Provided customer service through research by utilizing systems and data in the most effective manner.•Maintained communications between IT team, software/hardware vendors and customer support bankers to ensure quality customer service.•Managed average of 300 calls per day in bank call center and provided information and solutions in professional manner.•Logged and processed average of 135 debit card fraudulent chargeback transactions per month in compliance with Federal Regulation E.•Completed data research subpoenaed by IRS, District & Federal Courts and attorneys.•Promoted, marketed and facilitated the overall sale of bank products.•Analyzed and reported fraudulent debit card transaction trends to management and prevented financial loss up to $1000.00 per customer per day.Organized and prioritized multiple projects and tasks based on need & available resources.•Developed and documented procedures for in-house production and distribution of 350-450 debit cards per month.•Processed and distributed customer debit card orders daily.•Maintained complete and accurate inventory of debit card supply and supporting peripheral device supplies.•Data entry and maintenance of customer information and requests.•Operational support member of conversion team to an in-house software vendor that supported payment authorization, electronic funds transfer switching and ATM driving and Management solutions.•Coordinated release certification testing and system upgrades with IT department and application support vendors.•Supported and trained debit card application usage and function to over 100 end users via phone, fax and email.•Set up and deleted system access for users per bank policy.

Dallas/Fort Worth Area

Operations support for more than 300 banking customers.•Call center/help desk support included daily reconciliation of loan applications to the General Ledger, daily identification and resolution of production problems.•Reviewed and tested System Enhancement Design Specifications for loan and auto balancing applications.•Performed loan, auto balancing and general ledger conversions on numerous banks.•Provided training and pre/post conversion support. •Developed training class layouts and training materials.

Bachelor Of Business Administration, Bachelors Of Business Administration

Education record