Fraud Analyst Customer Service
Resume:
LAQUINTA SHINE
CUSTOMER SERVICE SPECIALIST
CONTACT
*************@*****.***
PROFILE
Highly driven business professional with over twenty years in customer service in various entities. Superior interpersonal skills with excellent communication, attention to detail and time management. An engaged and motivated customer relations specialist accustomed to flexible problem solving and working through high level stress situations while keeping a focus on quality and care. Seeking a position that will utilize my experience to work across cultures and strong service skill set to accomplish customer goals and exceed expectations.
SKILLS
EXCEPTIONAL CUSTOMER SERVICE
ANALYTICAL PROBLEM SOLVING
LEADER/TEAM PLAYER
COMMUNICATION
COMPASSIONATE
COMPUTER SKILLS
CRITICAL THINKER
ZOOM PROFICIENT
FLEXIBLE
RELIABLE
EXPERIENCE
BANK OF AMERICA
E-Commerce Fraud Analyst II
2009-2013
Worked with new and existing customers to handle high volume of wire cases daily. Provided comprehensive support to OWNER/ CEO, accurately tracked expenses by managing purchases, accounts/receivables and payables to ensure accurate billing and bookkeeping. Worked with wire transfers analyzing fraud patterns to prevent company loss. Utilized several banking systems to store, release and document fraud and or legitimize transactions. Handled all administrative paperwork including federal compliance and resolve customer issues ensuring client satisfaction.
ATM/DEBIT Fraud Analyst I
2007-2009
Researched client accounts for possible fraud within ATM/DEBIT Card Activity. Handled high volume of fraud cases daily. Analyzed and identified theft cases across multiple banking accounts minimizing both company and client losses.
SUNTRUST
Customer Service Executive
2003- 2007
Team Leader responding to high volume of incoming calls regarding account concerns and inquiries. Processed endorsements to policies and services where applicable. Mastered one-on-one call resolutions while exceeding customer expectations. Disputed resolution charge backs between customer and merchants ensuring proper credits applied to accounts.
SYGMA NETWORK
2000-2003
Account Management Representative
Accurately processed food and supply orders for multiple national accounts. Ensured and maintained timely deliveries with logistics. Provided quality management for over 100 accounts.
DONNELLY COMMUNICATIONS
2013-2016
Account Management Representative
Customer Service Relation Specialist on Power Service Accounts. Daily handled calls for accounts. Ensured and maintained timely calls with professionalism and cheerful attitude. Worked long hours to ensure team had coverage even with overtime.
ZOLA PROPERTIES
2020-PRESENT
Client Transaction Specialist
Customer Service Representative for Buyers and Sellers. Daily handled calls and questions and reviewed and corrected Contracts. Ensured all Exhibits were timely and properly executed. Maintained professionalism while working in the fast-paced Real Estate Industry to ensure successful closings.
References Available Upon Request
EDUCATION
AVONDALE HIGH SCHOOL
1991 Decatur, Georgia
ACADEMIC DIPLOMA
SOFTWARE/APPS
Microsoft Office
Zoom
Google Meet
Intel and Apple
Slack
Skype
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