Victoria Buford Email and Phone Number

• Taking on average 90 calls per day with over 85% first call resolution rate.• Consult with card members on over 10 different credit products and over 30 different benefit/ reward structures.• Stellar customer service reflected in average customer satisfaction survey rating of 4.9 out of 5 stars.• Determining the customer needs and providing appropriate solutions through relationship building.• Conflict resolution and managing the customer expectations.• Taking ownership of each call while empathizing and prioritizing customer needs.• Effective verbal and written communication with both external and internal customers.• Data-entry clearly and accurately documenting customer account activities.• Problem-solving skills approaching problems logically and with good judgment to ensure appropriate outcome.• Prioritizing work ensuring efficiency.• Conducting research. • In call quality roll increased the banks regulatory compliance for Balance Transfers from 64% to 96% saving the bank $125,000 in fines.• Multiple Raving Fan Awards and Five Key Awards for exemplary customer service.• As a peer mentor have helped train and support 25 new hires.• Using the Nice call monitoring software, hosts customer service based bi-monthly call listening calibration sessions highlighting the team’s strengths and opportunities.• Co-host of team meetings in absence of manager.• Chosen for 2016 Executive Leadership call listening team.

• Handled on average 110-130 inbound/outbound calls daily.• Took ownership and handled escalated calls. • Securing payment on delinquent balances.• Creating and implementing creative solutions to satisfy customer and the company's needs.• Multi-tasked daily with six internet based applications and Microsoft office suite.• Collected on average $230,000 monthly reducing churn and retaining client services, which annually saved $2.8 million dollars!

• Deliver an easy and enjoyable customer experience.• Exceed customer expectations on every call. • Reassure the customer by problem solving and diffuse frustrations. • Up-selling services and promote additional products.• Accurately handled on average 70-80 claims per day.• Gathered incident report, explain coverage and deductibles.• Same day claims processing for lost, damaged, or stolen mobile devices