Customer Service Representative

Judith Hidrogo

**** ****** **., ***** **** Beach, IL 60073 • 224-***-**** • ***********@*****.***

EDUCATION

Round Lake High School Round Lake, IL

High School Diploma Graduation: June 2012

PROFESSIONAL BACKGROUND

Nuwave, LLC Libertyville, IL

Fraud Prevention Specialist May 2014 to Present

• Responsible for researching high-risk transactions and investigating lost packages and missing items reports to

identify possible cases of fraud

• Interacts with internal and external customers to take appropriate action to mitigate losses while ensuring the

appropriate customer outcome

• Reviews and analyzes blocked orders to detect fraudulent activity and reports fraud patterns to Supervisor

• Cancels fraudulent orders and serves as a point of contact between customers, credit card issuers, and shipping

carriers

• Investigates, files lost/damaged package claims with shipping carriers and reships packages/items to customers

• Maintains and updates order system for tracking and blocking of fraud cases

• Documents customer account activities thoroughly and concisely

• Provides exceptional service to internal and external customers

Customer Service Team Lead December 2013 to May 2014

• Responsible for handling escalated customer calls to guarantee customer satisfaction

• Responsible for monitoring call center service levels and customer calls for quality assurance

• Delegated work to customer service team and managed its completion

• Identified and escalated priority issues to Managers and Director

• Responsible for providing support and resolving inquiries from Customer Service Representatives

• Assisted and participated with coaching of Customer Service Representatives

Customer Service Representative July 2013 to December 2013

• Responsible for communicating with customers via phone calls and emails

• Handled large volumes of inbound and outbound calls

• Provided knowledgeable answers to questions in regards to product and pricing

• Helped customers navigate the company’s website

• Assisted customers with order status questions, resolving returns, shipping inquiries and disputes

• Responsible for troubleshooting the product and for saving the sale

• Responsible for taking payment and other pertinent order information such as addresses and phone numbers

• Documented all call and email information according to standard operating procedures

• Responsible for reporting any trending issues to the customer service leadership team and the appropriate

departments

Applebee's Gurnee, IL

Hostess/Cook June 2012 to July 2013

• Responsible for greeting, assisting and seating guests

• Monitored the open dining sections and maintained a clean work environment

• Handled telephone calls, booked reservations and made necessary accommodations for each guest

• Assisted as a cook when required by needs of the business

• Responsible for ensuring that all food met quality standards and complied with all quality and safety regulations

PROFESSIONAL SKILLS

Bilingual in English and Spanish

Proficient in Microsoft Office Suite

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