Morghan Gowdy
Indianapolis
Summary
Results-driven Customer Service Professional with over 5 years in high-volume environments, excelling in coaching agents, conducting audits, and managing escalation calls. Expertise in fraud detection, data entry, critical thinking, and conflict resolution enhances operational efficiency and compliance.
Overview
5
5
years of professional experience
Work History
e-Live Verification Advanced Agent
U-Haul
Remote…….
09.2024 - Current
- Selected for promotion based on performance, policy knowledge, and leadership support
- Handle inbound MOD calls and resolve escalated customer concerns efficiently
- Provide one-on-one coaching and ongoing training to new and existing agents
- Assist with employee onboarding by conducting mandatory New Hire trainings.
- Complete weekly team audits of approved rentals and customer calls and ensure compliance with policies and procedures
- Assist with Teams channel communications and provide real-time guidance to agents who are working to assist our customers.
- Support field operations by handling after-hours requests
- Troubleshoot complex verification issues across multiple systems simultaneously.
- Maintain compliance with customer data security and company standards.
- Processed transactions using point-of-sale systems accurately.
Part-Time Bank Teller
PNC Bank
Greenfield
06.2024 - 11.2024
- Processed deposits, withdrawals, and payments with accuracy
- Verified customer identity and ensured security compliance
- Balanced cash drawers and maintained records
- Maintained a professional demeanor while handling customer concerns and complaints effectively.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Served large number of customers during high volume shifts and remained composed and professional in stressful situations.
- Assisted customers with opening new accounts, ordering checks, and setting up online banking services.
Live Verification Agent
U-Haul
Remote. .
01.2023 - 09.2024
- Managed 4-6 concurrent customer sessions via inbound phone calls and live chat
- Reviewed documentation to detect fraud and inconsistencies
- Created fraud reports and escalated suspicious activity
- Maintained call control and delivered first-call resolution
- Communicated effectively with customers to clarify verification requirements and processes.
- Supported management in identifying common issues and recommending process improvements.
- Analyzed customer data to identify any discrepancies or inconsistencies between documents.
- Processed customer transactions efficiently using point of sale systems.
Customer Care Consultant
PNC Bank
Remote
10.2022 - 01.2023
- Handled account inquiries, disputes, and troubleshooting
- Maintained compliance with financial regulations
- Provided high-quality remote customer support
Live Verification Agent
Amerco / U-Haul
Remote
03.2022 - 10.2022
- Assisted customers through the Truck Share verification process
- Verified identity and documentation to ensure compliance with company policy and safeguards.
- Managed 4-6 concurrent customer sessions via inbound phone calls and live chat.
- Reviewed documentation to detect fraud and inconsistencies.
- Created fraud reports and escalated suspicious activity.
- Maintained call control and delivered first-call resolution.
- Communicated effectively with customers to clarify verification requirements and processes.
- Supported management in identifying common issues and recommending process improvements.
- Analyzed customer data to identify any discrepancies or inconsistencies between documents.
- Processed customer transactions efficiently using point of sale systems.
Customer Service Representative
Ross Dress for Less
Michigan City
07.2021 - 03.2022
- Resolved customer inquiries and provided effective solutions.
- Guided customers through product inquiries and service requests, enhancing overall customer experience.
- Supported customers during purchases and balanced money drawer nightly to maintain financial accuracy.
- Tracked inventory levels and organized merchandise displays to ensure product availability and accessibility.
- Unloaded inventory from delivery trucks and sorted items by category for easy access.
Education
Associate Degree - Computer Science
Ivy Tech Community College
Indianapolis, INCertificate - Cyber Security / Information Assurance
Ivy Tech Community College
Indianapolis, INSkills
- Critical thinking
- Attention to detail
- Active listening
- Technical support
- Data analysis
- Team building
- Conflict resolution
- Employee onboarding
- Risk management
- Resource utilization
- Customer service
- Technical troubleshooting
- Instructing
- Time management
- Data entry
Timeline
e-Live Verification Advanced Agent
U-Haul
09.2024 - Current
Part-Time Bank Teller
PNC Bank
06.2024 - 11.2024
Live Verification Agent
U-Haul
01.2023 - 09.2024
Customer Care Consultant
PNC Bank
10.2022 - 01.2023
Live Verification Agent
Amerco / U-Haul
03.2022 - 10.2022
Customer Service Representative
Ross Dress for Less
07.2021 - 03.2022
Associate Degree - Computer Science
Ivy Tech Community College
Certificate - Cyber Security / Information Assurance
Ivy Tech Community College