Clinique’ Elmore

Overland Park, Kansas ***** • 816-***-**** ady3r8@r.postjobfree.com

Summary

Friendly and empathetic customer service professional with 10+ years of experience in customer engagement, resolving client issues, and following up with clients in call center-based environments. Enthusiastic about building strong customer relationships and driving brand loyalty through consistent customer satisfaction. Thrives in a high-volume work environment with a commitment to accuracy.

Skills and Strength

MS Office Suite

Google Suite

SharePoint

Zoom

Slack

Skype

Trello

WebEx

Redmine

Zendesk

Customer Service

Written and Verbal Communication

Active Listening

Document Review

Record-Keeping

Report Generation

Data Entry

Research and Investigative

Email Correspondence

Professional Experience

Spectrum, Fraud Investigator- Contract March 2023-Present

Found and investigated potential abuse of cell phones, digital cable, and internet services.

Reviewed client accounts for risk based on recent activity and known fraud trends.

Reported all subscription fraud, identity theft, account takeovers, and mule fraud incidents.

Investigated suspicious accounts activity, and callers routed from Customer Service.

Validated customer identity by reviewing identity documentation, and public records.

Requested additional documentation from the customer when needed for the investigation.

Resolved fraudulent claims by employing fraud detection tools and resecuring accounts.

Completed the investigation and communicated the findings back to the customer.

Performed order verification on all new service orders for cell phones.

WebstaurantStore, Digital Content Specialist- Contract July 2021- March 2023

Resolved and responded to a variety of issues emailed directly to the web content inbox.

Ensured new and existing content was correct and compliant with company standards.

Organized the website’s categories, toppers, and filters to support a user-friendly structure.

Created specification tables for all newly added items based on existing content.

Reported technical bugs and issues to Devs to improve site usability.

Monitored customer reviews and removed any inappropriate comments.

Collaborated with Customer Service to quickly resolve customer issues and concerns.

Coordinated with Vendors, Web Design, and SEO departments to develop searchable content.

Collaborated with a diverse group of remote teammates regularly during virtual meetings.

Sprint, Legal Compliance Specialist- Law Enforcement Response March 2015 – September 2020

Managed a minimum of twenty faxes and 50-60 calls per day in a 24 x 7 call center environment.

Provided support to Law Enforcement Agencies (LEA) and Public Safety Answering Points (PSAP).

Implemented court-ordered surveillance, including wiretaps, pen registers, and GPS tracking.

Generated court-ordered historical records such as call detail records, subscriber identification information, IP address records, and Per Call Measurement Data.

Built rapport with law enforcement, and professionally communicated verbally and in writing.

Tactfully explained complicated issues, such as rejected surveillance requests.

Protected confidential and sensitive information. Followed all laws and Sprint policies.

Documented all records in the Subpoena Tracking System STS) database, keeping clear and concise notations of every communication.

Expeditiously sent legal correspondence letters to the proper requesting agency.

Administered technical support for Law Enforcement Agency's secure website (L-Site).

Grantham University, Financial Aid Officer April 2011 - March 2015

Developed and enforced financial aid policies in a start-up finance department.

Enforced compliance with Department of Education regulations and University policies.

Managed an extensive portfolio of 500+ student financial aid applications for federal direct loans and Pell Grants, handling 60+ calls per day.

Investigated potentially fraudulent student activity.

Created new fraud and finance policies to identify fraudulent student activity and prevent future fraud efforts.

Audited FAFSAs against federal tax returns for students selected for the verification process.

Verified students’ financial information to ensure compliance with the IRS, Department of Education, and University standards.

Researched and resolved any conflicting information discovered.

Requested supporting documentation to clear FAFSA codes, such as selective service, citizenship, or veteran status.

Reviewed financial aid appeals, issuing secondary and final judgments on award packages.

Aided with file review (quality) when backlog occurred.

Updated student enrollments in National Students Loan Data System.

EDUCATION

Hickman Mills High School, Kansas City, Missouri

High School Diploma

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