Ebony Booker

Resolved card and account inquiries in a regulated financial-services environment while protecting sensitive information and following authentication, policy, and documentation requirements. Navigated multiple systems to research issues, explain options, document interactions, and escalate complex concerns.

Delivered high-volume chat-only support for account, transaction, service, and technical inquiries, maintaining a 95% resolution rate while documenting interactions in CRM systems. Troubleshot issues, handled escalations, and served as a Subject Matter Expert while adapting to frequent policy and system changes.

Supported members with account setup, billing, orders, shipments, cancellations, refunds, prescriptions, and technical issues while maintaining accurate case documentation and follow-up. Coordinated electronically with physicians and pharmacists through Slack to resolve medication delays and other time-sensitive concerns.

Handled high-volume phone and email contacts, using active listening and empathy to resolve service questions and coordinate time-sensitive member needs. Documented interactions accurately, explained service options, and balanced customer experience with contact-center quality and productivity expectations.

Managed high-volume delivery, service, account, and operational inquiries; researched issues across multiple systems and created, tracked, updated, routed, and resolved customer cases. De-escalated complaints and complex service issues, coordinated escalations and follow-up, and maintained a 98% quality score.

Earned a Technical Diploma in Business Office Administration.

Completed 63 credits in Criminal Justice.