Customer Service Security Officer

Sha’Quandra M. Irvin

**** **** ***** *** ****, Atlanta, GA 30318 678-***-**** **********.*****@*****.***

Summary

More than 5 years of customer service experience with significant exposure to customer retention, developing positive, lasting relationships and team building. Characterized as a strategic, customer-centric worker with an ability to conduct in depth organizational data research, liaise proactively with key customers/clients, utilizing effective communication and problem solving skills.

Highlights

• Proven ability to identify, analyze and solve problems effectively

• Possess excellent communication, interpersonal and active listening skills

• Enthusiastic, dependable, self-motivated, responsible, efficient, and flexible

• Team oriented and excellent leadership skills

• Competent and reliable professional, committed to top quality work

• Conflict resolution expert

• Remarkable computer and research skills

• Strong work ethic and desire to succeed

Experience

Senior Fraud Analyst: Bank of America (Atlanta, GA) April 2015 – present

• Perform early detection, prevention and minimization of losses through review of suspect transactions as generated by transaction monitoring systems

• Handle confidential information in accordance with privacy policies

• Initiate chargebacks to merchants

• Educate credit card customers on how their cards could be misused by offenders

• Collaborate with team members when assistance is needed to deliver solutions to customers

• Provide excellent customer service with a sense of urgency to resolve customers’ inquiries

• Exceeded productivity expectations (metrics) while ensuring to meet quality standards

• Educate new hires on job responsibilities with side by side training

• Consistently receive top performance awards for reviewing and stopping fraudulent credit card transactions

• Received MVP Award as top performance for the quarter

Security Officer: G4s Secure Solutions (Atlanta, GA) February 2014 – April 2015

• Supervised and trained 10-15 officers per shift and temporary personnel

• Prepared reports, plan team meetings, and coordinate all staff meetings

• Answer and respond to all calls, emails, and written documents.

• Patrolled private property premises to prevent and detect signs of intrusion and ensure security of doors, windows, and gates.

• Answered alarms and investigate disturbances.

• Wrote reports of daily activities and irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.

Sales Associate: Lather Inc. (Atlanta, GA) May 2012 – February 2014

• Proactively acknowledged, greeted and assisted customers in the store

• Enhanced product knowledge utilizing limited resources

• Communicated to coworkers and supervisors through standard telephone and wireless audio systems

• Met selling goals/expectations during scheduled shifts

• Built highly satisfied and loyal customer base through engagement, conversion and capturing customer phone and e-mail

Education

Bachelor of Arts: Communications and Public Relations: Columbus State University January 2015 - present

Associate of Arts, Mass Communications: Atlanta Metropolitan College (Atlanta, GA) 2014

References Available Upon Request

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