PROFESSIONAL SUMMARY

Dedicated and customer-focused professional seeking a challenging

position as a Customer Service Representative. Offering exceptional communication skills, problem-solving abilities, and a strong commitment to delivering outstanding service. Eager to contribute to the success of a dynamic organization by ensuring customer satisfaction and maintaining positive relationships. WORK HISTORY

Trust and Safety Analyst/ Fraud Analyst, 09/2021 - Current Client Service Representative (Team Leader), 11/2019 - 09/2021 I2C Inc

San Antonio, TX 78245

402-***-****

adzcsd@r.postjobfree.com

SKILLS

AUGUSTA

OKPARAEJESI

• Interpret and enforce Client's content policies

Remain up-to-date on key workflow changes, operational guidelines and policy updates

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Research and resolve all issues related to Terms of Service violations including DMCA, trademark, privacy and legal compliance issues, and false profile claims

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• Coordinate with legal department on time-sensitive investigations Effectively identify problems/issues by performing relevant research using appropriate tools

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Communicate effectively and concisely with customers and internal partners to resolve cases in written form.

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Provide feedback to management regarding necessary changes and updates (including policies, upgrades and customer care issues)

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Analyze fraud reports, identify trends that need to be addressed and communicate findings to appropriate stakeholders Maintain and promote a positive attitude while meeting productivity goals

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Answer inbound and outbound phone calls and inquiries from Customer Service and other areas within business.

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Assistsed with planning and execution of special events such as benefits enrollment, organization-wide meetings, employee recognition events, holiday parties, and retirement celebrations

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Investigated suspicious activities to verify fraudulent transactions and takes measures to control, mitigate and prevent further risks

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Interacted with customers via inbound and outbound phone calls

(up to 100+ calls per day), email, and chat, addressing inquiries, providing information, and resolving issues promptly.

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Good analytical, strategic, and

administrative skills

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Ability to work under pressure and

without supervision.

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Ability to multitask in fast-paced

environment.

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Current knowledge of Reg E,

Fannie Mae, Freddie Mac

guidelines

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• Quality Assurance

Software and technical Skills:

Microsoft Suite, virtual meeting

tools, visio, Canva, Cloud platforms:

GCP, Prometheus, Graphana, Slack,

AzureDevOps, Miro, Jira,

Confluence, MS Office 365,

SharePoint, SmartSheet.

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Loan Processor, 09/2014 - 12/2017

Renaissance Insurance inc, United Kingdom

EDUCATION

Associate degree, 2021

Iowa Western Community College - Council Bluffs - Iowa City, IA Master of Law and International Relations (LL. M), International Property, Commercial Law and International Relations, 2017 University of Aberdeen - United Kingdom

Double Honors)

Bachelors, 2013

University of Nigeria - Nigeria

AFFILIATIONS

Member of the Phi Theta Kappa Honor Society

Demonstrated active listening skills to understand customer concerns and requirements, offering appropriate solutions to enhance customer satisfaction.

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Utilized CRM system to document customer interactions, accurately recording details of inquiries, complaints, and resolutions.

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Consistently met or exceeded performance metrics, including average response time, customer satisfaction scores, and call resolution rates.

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Communicated with clients regarding account services, statements, and balances.

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Confirms mortgage loan application information by mailing verification forms, contacting verification sources

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Collect and record customer information in a timely manner to ensure timely processing of compliant mortgage loan files before passing it to closing department.

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Remain knowledgeable in all loan programs and guidelines as well as company approved Broker options

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Reviewed and verified borrower's income, credit reports, property appraisals and supplemental information to prepare documents for underwriting.

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Contact this candidate