Susan Miles Email & Phone Number

Omaha, Nebraska, United States

Utilized past banking and customer support experiences to aid in management of member telephone enquiries when resolving account, credit card, and third-party product questions. Such inquires or requests involved:· Management of simple account balance requests.· Verbal assistance of client’s handling of credit union’s web site navigation.· Handled account security validations and operations.· Sold third party Extended Warranty insurance and other financial products.· Account management activities included the execution of complex financial transactional operations:· Executed wire transfers.· Ordering and dispatch of credit cards to the customer.· Utilizing people and financial management skills to detect fraud.· Other duties involved:· Training new Member Service representatives.· Analyzing, and updating documentation when policy or procedure changes occurred.· Suggesting operational improvements.

Utilizing Gallup predefined scripts for client driven projects, I randomly telephoned people to solicit and record their responses to those scripts.

Duties as a responding customer client service representative involved:· Managing the setup of client profiles, along with those clients’ customer accounts.· Assisted clients with issues.· Provided business continuity operations for a client.· Piloted response center. Triaged calls and distributed calls to multiple specialties.· Assisted in the deconversion of clients as necessary.· Identifying fraudulent Western Union wire transactions.· Requesting, and coordinating simple and complex credit card ordering and dispatch operations.· Providing credit card authorization services.· Detailed analysis of clients’ customer accounts customer and bill prints following major application updates.· Coordinated and communicated customer application issues to the respective application programmers.

Bachelor Of Arts, Public Relations

Bachelor Of Science, International Business Management