Chasity Mitchell
Rapid City,SD
Summary
Enthusiastic, results oriented Enterprise Operations professional who is passionate about developing and monitoring controls for the business to not only resolve but prevent compliance defects by driving positive transformation, resulting in increased compliance and data quality. I have an extensive background in servicing, researching complex cases, cross functional collaboration, attention to detail, critical thinking and excellent organizational skills to help identify and prevent risks, all while promoting compliance and a strong reputation for our company.
Overview
3
3
years of professional experience
Work History
Specialty Services Specialist
Synchrony Financial
03.2023 - Current
- Collaborated with cross-functional teams to develop and implement service improvements.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Improved the call center's functionality by resolving customer's/merchants and providers complaints efficiently and quickly
- Constantly met all process controls and metrics for daily management of the call center
- Developed reputation as an efficient service provider with high levels of accuracy
- Served as a Subject Matter Expert (SME) and assisted with answering chats, one on ones with peers, and attending cross functional team meetings for process improvements
- Received numerous STAR awards nominated by my peers and leadership
- Flexible to call type inquires, including, but not limited to, remediation, customer service (High Velocity), disputes inquiries
- Provide “White Glove” service to our cardholders
- Provide insightful feedback for potential opportunities to improve processes from the customer and associate points of view
- Proven ability to de-escalate frustrated customers
- Ability to leverage multiple systems to problem solve
- Ability to complete multiple tasks simultaneously
- Work with customer solutions in resolving disputes
- Assist in Escalated Help Desk calls (CARES)
- Assisted in standing up Specialty Services department
Blend/Dispute Pilot Customer Service Rep
Synchrony Financial
03.2022 - 03.2023
- Provide top notch service to customers and merchants to resolve complex inquiries
- Effectively communicate with peers and leaders across functions
- Flexible to call type inquires, including, but not limited to, remediation and customer service inquiries
- Provide “White Glove” service to our cardholders
- Effectively communicate next steps and expectations with the customer and or merchant
- Provide insightful feedback for potential opportunities to improve processes from the customer and associate points of view
- Proven ability to de-escalate frustrated customers
- Ability to leverage multiple systems to problem solve
- Ability to complete multiple tasks simultaneously
- Assist in Escalated Help Desk calls (CARES)
PSCC & Blend Customer Service Representative
Synchrony Financial
11.2021 - 03.2022
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions
- Enhanced company reputation by delivering exceptional customer service at all times
- Reduced customer complaints with proactive problem-solving and prompt issue resolution
- Supported team members in their daily tasks, fostering a cohesive and productive work environment
- Managed high-volume workload while maintaining strong attention to detail and accuracy
- Optimized workflow efficiency through diligent organization of tasks, documentation, and resources
- Provide quality service to customers and providers by accurately, effectively and consistently handling their telephone inquiries
- Review and help on customer accounts and be able to switch through different client types throughout the day
- Provide support for all customer account issues and communicate processing decisions to clients and providers
- Resolve program terminal hardware/software issues
- Resolve customer/merchant issues by utilizing several different databases and software systems
- Determine when monetary adjustments are warranted and complete adjustments accordingly
- Cultivate and maintain positive relations with the customers
- Handle inbound calls from our cardholders and clients
Installments, Customer Service Representative
Synchrony Financial
04.2021 - 11.2021
- Streamlined customer service processes for improved efficiency and reduced response times
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times
- Participated in ongoing training programs to stay abreast of industry trends, emerging technologies, and best practices within the field of customer service
- Contributed to positive team morale by fostering an inclusive work environment that encouraged collaboration amongst colleagues from diverse backgrounds and skill sets
- Assisted customers with questions regarding installment loan status
- Assisted customers with established installment loans, took payments
reviewed account details - Assisted customers in paying off loans and provided required document details
- Assisted customers with payment options
- Provided customers with required information to make units street legal
- Assisted customers in acquiring manufacturer information
- Attended monthly meetings
Education
Bachelor of Science - Elementary Education
Eastern Illinois University
Charleston, ILAssociate of Science - Psychology
Lake Land Community College
Mattoon, ILSkills
- Enterprise Operations
- Results Oriented
- Time Management
- Compliance Monitoring
- Project Management
- Application Controls
- Presenting to Groups
- Instructional Leadership
- Complex Problem-Solving
- Microsoft Product Proficiency
- Facilitate Meetings
- Process Improvement Initiatives
- Regulations
Timeline
Specialty Services Specialist
Synchrony Financial
03.2023 - Current
Blend/Dispute Pilot Customer Service Rep
Synchrony Financial
03.2022 - 03.2023
PSCC & Blend Customer Service Representative
Synchrony Financial
11.2021 - 03.2022
Installments, Customer Service Representative
Synchrony Financial
04.2021 - 11.2021
Bachelor of Science - Elementary Education
Eastern Illinois University
Associate of Science - Psychology
Lake Land Community College
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