Shanaria Wofford

Garland, TX ***** • 940-***-**** • ad4jhu@r.postjobfree.com

Professional Summary

Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills.

Skills

Customer services

Documentation and reporting

Writing skills

Account management

Multi-line phone talent

POS systems expert

Complaint resolution

Dispute Resolution

Risk Assessment

Fraud detection

Work History

Customer Service Chat Representative, 07/2021 to 03/2023 Genpact – Remote

Worked closely with each customer to carefully resolve issues within timely fashion. Asked open-ended questions to determine which products or services would be best fit for customer's needs.

Documented all customer information accurately in computer system, providing dated notes for future reference.

Handled inbound customer chat conversations from various websites. Fraud Analyst, 01/2019 to 06/2021

Bank Of America – Hybrid

Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Analyzed large amounts of data to find patterns of fraud and anomalies. Produced detailed reports of fraud investigations and presented findings to senior management. Performed risk assessments to determine level of fraud risk and prioritize investigations. Customer Service Representative, 02/2016 to 01/2019 Holiday Inn Express Hotel Suites – Garland, TX

Provided primary customer support to internal and external customers. Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Education

Diploma

Bowie High School - Arlington, TX

Associate Of Applied Business: Business Communications Remington College - Garland, TX

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