Vivian Cabrera Email & Phone Number

Roswell, Georgia, United States

Provide the highest degree of customer service to priority customers, including high-value and business account holders. Prompt support of Private Wealth and Inspire customers with all banking needs as well as MySynovus and Gateway inquiries and maintenance. Email and call-out support for customers and Team Members. Direct support of Private Wealth customers on behalf of members of the Private Wealth organization.

In both English and Spanish process customer debit card and ACH disputes for customers for a variety of stated reasons. Process various kinds of stop payments for charges both in check and ACH form. Facilitate customer account information updates on the fly through IBS Insight. Manage the delivery of expedited debit cards. Serve as a point of reference and support for other agents in matters of procedure and action with regard to customer inquiries or requests.

In both English and Spanish, provide banking and financial services with established objectives of selling new or additional products or services to customers. Serve as a point of contact for customers and clients. Quickly establish and maintain rapport with all callers, and work diligently to identify the nature of call or problem in earliest dialogue. Facilitate telephone banking services in a call center environment; answer all calls according to established guidelines and standards of practice; provide banking services and promote the bank’s products.

Greater Atlanta Area

Alpharetta, Ga

Technical support and troubleshooting for Philips Field Service Engineers: Work order management through SAP. Installation and troubleshooting of applications, smart cards, security and encryption software. Remote Services user management through Active Directory, Philips Virtual Machine setup. Troubleshoot through virtual desktop in Lync and join.me. Create case documentation in Clarify and/or SM7.Account maintenance and customer support for the Philips Online Learning Center: Account management and assignment of continuing education credits for Philips education (third party and internal), contract management, user web troubleshooting, customer contact and education. Installation, troubleshooting and user maintenance for the I3 Telephone SystemInstall IP phones, user management, password reset, user education.

Alpharetta, Ga

Provide prompt and courteous technical support for customers in the range of 40-60 calls a day. Determining whether warranty action is required and applying the right procedure to better satisfy the customer. Issues troubleshot and resolved included: Windows configuration issues, passwords, MS Office, network connectivity, driver installation, email troubleshooting and setup, printer setup and troubleshooting. Enacting computer security and privacy measures and accurate hardware problem detection. Used both phone-only and remote assistance through Digital Lifeline. Keeping to an over 80% Service Level Agreement and entering detailed and accurate notes. Clients supported included among others: Office Depot, Tiger Direct, Systemax, Computer Renaissance, Buy.com and virus/spyware troubleshooting for CA (Computer Associates). I have also acted informally as floor supervisor repeatedly, taking escalated calls from dissatisfied customers, mentoring new hires and assisting fellow coworkers with procedural or decision issues.

Education record

Certificate, Teaching English As A Second Or Foreign Language/Esl Language Instructor