Dedicated Fraud Account Supervisor, motivated to maintain customer satisfaction and contribute to company success.versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.
Fraud Account Supervisor
High customer service standards
Strong problem solving ability
Seasoned in conflict resolution
Strong organizational skills
Investigate account activity for fraudulent transactions.
assist customers regarding escalated and /or fraud related issues.
Adaptive team player
Active listening skills
Fraud Account Supervisor
Fraud Account Supervisor February 2016 to CurrentCapital One /Sitel － Pompano Beach, FL
Investigate account activity and identify theft .
Assist customers regarding escalated and or fraud related issues.
Make outbound calls to potential victims of ID theft.
Verify customers identity though extensive verification processes.
Respond to cardholders alerts to potentially fraudulent activity.
Update fraud reports/account information.
Assist when customers question the fraud report process,
Customer Service Representative April 2014 to July 2015Bosch － Ft. Lauderdale, FL
Bosch LLC /Car 2GO Created cases for members of a Car sharing Company.
Educated members on car sharing rules.
Accident reports were created for car sharing members, Assisted new members with the membership process.
Troubles hooted smart cars.
Assisted members with starting and ending their rentals.
Directed members to the designated home area to end rental.
Notated member's account to report existing smart car damage.
Unlocked members account when outstanding balances were cleared Locked members account when violations occurred.
Reported pivotal cases to the main office.
Compensated members with free driving minutes when not satisfied.
Advanced Technical Support Specialist January 2010 to January 2013Teleperformance USA － North Lauderdale, FL
Provide advanced technical support for Sprint, AT&T, Verizon and Apple products Service mobile air cards , airwaves, cell phones, overdrive internet connections, Sprint phone connect devices, IPhone and IPad technical support Perform customer support in high volume call center environment; provide effective interaction with new and existing customers and work to quickly resolve any issues, complaints or discrepancies Identify and assess customer needs; log into customer computers/devices to troubleshoot and determine scope of problems Competently reassure customers while working to implement appropriate solutions Perform advanced analysis on complex network issues; utilize company systems such as Live Support Schedule in-store appointments for customers needing hands-on repair or problem resolution Introduce new services to customers; engage in up-selling of services and products Handle billing and payments Resolve complaints; work overtime, if necessary until the problem is resolved Key Accomplishments: Exceeded corporate target for customer satisfaction seven consecutive months Leader in rapidly researching and resolving client concerns to prevent loss of key accounts Consistently exceeds performance standards by critical thinking to satisfactorily resolve complex customer support issues Significantly reduces repeat calls by effectively resolving issues the first time.
Vacation Planning Counselor February 2005 to March 2010Wyndham Vacation Ownership － Margate, FL
Provided quality guest service, booked various service and product reservations, and up sold guest transactions Handled high call volume and customer questions/concerns Informed guests of available products, plans, pricing and deals Processed transactions via phone and computer Performed live support as needed.
January 2004 to January 2005USA/ Wine Country Gift Baskets
Customer Service Temp Took orders for fulfillment and delivery of gift products Supplemented regular staff for Holiday rush season Ensured accuracy of orders Offered and described latest company promotions Handled and resolved any customer complaints or issues.
Receptionist January 2001 to January 2004The Esther Project, Trinity Church － Miami, Fl
Scheduled appointments; signed in customer.
Provided information to customers.
Managed and dispersed phone messages.
Performed other office duties as needed.
High School Diploma : 2001American Academy － Miami, FL
Apple, Billing, call center, CITRIX, critical thinking, client, customer satisfaction, Customer Service, customer support, Data Entry, delivery, driving, Event Planning, Mainframe, Mechanic, office, PowerPoint, Microsoft Word, network, Office Administration, pricing, problem resolution, Project Coordination, quality, researching, selling, Strategic Analysis, technical support, phones, phone, troubleshoot