Kione Jenkins

Norcross, Georgia *****

acx6ua@r.postjobfree.com

404-***-****

CUSTOMER SERVICE PROFFESSIONAL

With experience in relationship management, establishing rapport quickly, conflict resolution, critical thinking and identifying customer’s needs to improve overall experience. Customer focused with diverse industry experience including telecommunication, insurance, retail and finance. Providing customer service experience not only specific to a Call Center, while being Enthusiastic and personable.

Retention

Time Management

Quality Assurance

Investigation

Increase Retention

Escalation Management

EXPERIENCE

Romack Staffing- Alpharetta, Georgia

Help Desk Agent 02/16-Present

Resolves problems by clarifying issues, while researching and exploring answers to provided alternative solutions

Assessing the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America

Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution

Report, track and escalate issues through appropriate channels in a timely manner.

Aerotek Staffing- Kennesaw, Georgia 03/15 – 10/15

Fraud Analyst II

Reviews customer accounts for the prevention and detection of possible fraud

Responsible for more involved research and analysis of account activity to assess levels of risk and fraud type

Assessing the level of risk and makes decisions which directly impact the customer experience and risk to Bank of America

Reviews and analyzes accounts and customer situations that may require differentiated treatment or specialized resolution

Using investigative tools, public and private records databases to assist with fraud investigations.

SCIenergy-Kennesaw, Georgia 05/14 – 01/15

Customer Support Representative

Provided customer technical support and help-line mechanisms, including telephone support, email and other forms of communication

Researched, resolve and respond to various technical issues and questions

Collaborated with Development teams to escalate major technical issues and ensure all issues are resolved

Share the responsibility of after-hours cell phone support for critical customer issues between the hours of 5PM-7AM M-F and weekend

Coordinated with the Training team for client training programs related to supporting SCIenergy’s software products

Ensured customer service satisfaction according to established standards, goals and evaluation tools

Verizon Wireless-Alpharetta, Georgia 04/13 – 05/14

Customer Service Representative

Handled inbound calls in an ACD environment

Provided a high level of customer service via telephone to internal and external

Identified and assessing customers’ needs based on interactions

Took accountability for and resolves all customer issues and following up when appropriate

Offered and educates on the benefits of products and services that will add value to the customer's experience

Provided Tier 1 trouble shooting when customers require device assistance

Fraud Coordinator 08/09 – 04/13

Performed fraud tasks including reviewing fraud alarms, analyzing and terminating fraudulent account activity using internal systems to prevent fraud orders from being shipped (Fraud Plus, MARS, MTAS, Accurint, Work Flow Manager and billing systems.)

Assisted with detecting Networking & Cloning fraud

Averaged the highest calls per hr & the lowest handle time

Take inbound calls and making outbound calls to customers via ACD phone system

Using investigative tools, public and private records databases to assist with fraud investigations.

Generated and analyzing various reports to detect fraud trends using established and innovative detection methods

Provided "one-stop" service for customers

Worked with multiple departments to provide internal education and assistance

Interacted with victims of fraud and resolving claims; advise victims on how to minimize their exposure to fraud while reselling the benefits of VZW

Responded to inquiries via phone, fax, internet and/or mail inquiries

Assisted with special project tracking Sick, Vacation & Personal time

SKILLS

Working knowledge of Microsoft Office programs (Excel and PowerPoint

required. Microsoft Access)

Working knowledge of Rockwell/ICM and IEX

SAP

EDUCATION: Accounting-Georgia Perimeter College 08/14 - Present

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