Data Entry Customer Success

TAMEKIA MCDOUGALD

FAYETTEVILLE, NC ***** 910-***-**** ****************@*****.***

PROFESSIONAL SUMMARY

Dynamic and data-driven Customer Success Specialist with over 15 years of leadership experience in customer engagement, team development, and risk mitigation. Analytical and creative problem-solver with exceptional organizational skills and an ability to effectively prioritize competing demands. A relationship-focused leader with excellent written, verbal, and interpersonal communication skills. Self-motivated with a demonstrated history of working remotely from a home office with minimal oversight. CORE COMPETENCIES

Training & Development Customer Relations Data Entry & Analysis Strategic Planning Project Management Quality Control Database Management Technical Support Account Management Relationship Development Computer Proficiency Microsoft Office Suite Word Excel Outlook PowerPoint Windows MacOS iOS CRM Software PROFESSIONAL EXPERIENCE

Fraud Specialist Dec 2019 - Present

U.S. Bank - U.S. Bancorp Remote

· Acknowledged by management for exceptional attendance and the willingness to work flexible, overnight, and holiday shifts

· Research and investigate customer accounts for billing errors and fraud claims according to standard operating policies

· Manage a caseload of disputes and fraud investigations to resolve claims with minimal guidance according to internal procedures

· Mitigate risks, protect assets, and reduce liability by identifying and resolving fraudulent data according to federal regulations

· Analyze accounts and transaction patterns to identify existing trends and support new policy implementation initiatives

· Review reports and individual transactions, uncover potential fraud activity, and contact customers to minimize impacts

· Serve as a Subject Matter Expert on banking industry best practices, financial services, and Visa regulations Customer Support Analyst Jan 2017 - Dec 2019

Sykes Fayetteville, NC

· Serviced 200+ clients per hour, multitasking in a fast-paced, dynamic, call-center environment while maintaining efficient workflows

· Established optimal customer service levels by quickly resolving conflicts through root cause analysis to maintain 100% satisfaction

· Developed a reputation as an efficient service provider by providing accurate information in response to customer inquiries

· Partnered with upper management and key personnel to identify and implement continuous process improvements Customer Service Representative Jan 2008 - Jan 2017 AT&T Fayetteville, NC

· Drove bottom-line profitability by utilizing persuasive and consultative selling strategies to upsell and cross-sell items or services

· Facilitated consumer testing trials to quickly resolve product issues, identify marketing trends, and understand customer needs

· Collaborated cross-functionally with internal departments daily to enhance service delivery and accomplish targeted objectives

· Educated customers on available services, pricing structures, and company policies to create a positive experience

· Fostered relationships and cultivated rapport with customers to create a loyal clientele base and increase customer retention

· Developed detailed and legally binding documents, including complex contracts and closing statements to ensure prompt payments Team Lead: Shipping & Receiving Jan 2004 - Jan 2008 Macy’s Fayetteville, NC

· Designed inventory tracking spreadsheets through Microsoft Excel to optimize inventory ordering and minimize lost products

· Built a high-performing team of 6 employees by providing training on standard operating procedures (SOPs) and audit protocols

· Spearheaded all shipping operations, maintaining 100% accurate store records, invoices, and receipts of incoming items

· Navigated proprietary software to develop reports, conduct inventory audits, and facilitate troubleshooting support for issues

· Delegated workflows, created staff schedules, and assigned tasks based on employee availability and OSHA regulations EDUCATION

College Courses: Associate of Science in Nursing Fayetteville Technical Community College - Fayetteville, NC High School Diploma Cornerstone Christian Academy - Townsend, GA Jul 2010

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