David Wilson
Atlanta
Summary
Multifaceted Customer Service Associate and Administrative Assistant with over 12 years of service, with an extensive background in a variety of office administration duties, sales and customer care. Works well with high pressure settings with minimal supervision in both individual and team roles. Familiar with major customer service software, Frequently praised as detail-oriented by peers, I can be relied upon to help your team achieve its goals.
Overview
14
14
years of professional experience
Work History
Customer Service Coordinator
Captial One Bank
01.2025 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
RISK ANALYST
American Express
05.2022 - 09.2024
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Reviewed new prospect KYC & KYB documents to meet requirements and determine business model risk.
- Analyzed and investigated clients to conduct detailed customer due diligence and enhanced due diligence review.
- Supported KYC & KYB processes for prospective and existing customers.
- Followed up with customers regarding product functionality and overall satisfaction.
- Investigated data trends to identify risk mitigation strategies.
- Collaborated closely with compliance departments and regulatory agencies to confirm adherence to requirements.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
- Utilized automated systems to log and retrieve call information.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Performed administrative duties such as data entry, order processing, billing inquiries, account maintenance.
- Performed comprehensive financial analysis to assess performance and monitor risks.
- Reviewed business intelligence and financial information to verify compliance with regulatory requirements.
- Performed periodic reviews and reports on merchants to comply with rules, regulations and KYC & KYB requirements.
CUSTOMER ACCOUNT EXECUTIVE
Comcast, Inc
08.2017 - 01.2022
- Acting as main point of contact between company and client
- Maintain effective relationships with company personnel and customers
- Coordinate with various departmental personnel and resolve customer issues
- Analyze customer requirement and promoted appropriate company product
- Manage all customer communication through telephone calls and emails
- Present products to prospective clients
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Assurant
05.2012 - 01.2017
- Received and resolved escalation level calls from representatives and clients
- Support sales reps and managers by providing information on various programs and making adjustments to accounts as needed
- Review applications for entry-level and non exempt positions, Also schedules or conduct interviews
- Actively listened to the clients' needs and recommended products to meet their requirements
- Trained department in new computer software programs during implementation and refresher training as needed.
CUSTOMER SERVICE REPRESENTATIVE
Alorica
09.2011 - 08.2012
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Provided accurate and appropriate information in response to customer inquiries
- Addressed the customer service inquiries in a timely and accurate fashion
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Demonstrated mastery of customer service call script within specified timeframes
- Developed effective relationships with all call center departments through clear communication
Education
HS DIPLOMA -
Homestead High School
01.2010
No Degree - Cyber Security
Atlanta Technical College
Atlanta, GA12-2025
Skills
- Account management
- Documentation skills
- Complaint handling
- Customer focus
- Know your customer
- Anti-money laundering
- Enhanced due diligence
- Sanctions screening
Timeline
Customer Service Coordinator
Captial One Bank
01.2025 - Current
RISK ANALYST
American Express
05.2022 - 09.2024
CUSTOMER ACCOUNT EXECUTIVE
Comcast, Inc
08.2017 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Assurant
05.2012 - 01.2017
CUSTOMER SERVICE REPRESENTATIVE
Alorica
09.2011 - 08.2012
HS DIPLOMA -
Homestead High School
No Degree - Cyber Security
Atlanta Technical College
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