Crystal Wells Davis

adzfjl@r.postjobfree.com

727-***-****

December 2022 – Current

Email/Chat Support

Worked as a contractor with META email chat support for Oculus, process refunds request tracking returned equipment and shpping new or repaired. ALso worked utilizing state benefits reviewing and requesting chargeback and process filing valid request for access. taking appropriate action for cases etc.

September 2019 – September 2022

Enrollment Counselor, WGU

Coordinated full life cycle student enrollment process. Handled both potential and current WGU students who have applied or expressed interest in the university's enrollment process and programs. Identified and evaluated student's goals, ensured enrollment requirements were met, and established proper expectations, generated excitement, built rapport, guided and empowered students to take their next steps. Enrollment Counselors also provide outstanding student service by answering questions, mitigating concerns, providing program information, and monitoring students' progress throughout the entire enrollment process. Utilized multiple systems to accurately track and report all student activity and progress. Interact with students via telephone, email/written correspondence to guide students through the entire enrollment process.

Continued and multiple student contacts including setting appointments with students to ensure enrollment progress is made

Navigated multiple software programs simultaneously and managing high volumes of phone calls and emails. The ability to adapt to innovative and constant evolving processes and changes.

November 2018 – May 2019

Customer/Email Support, Trusource labs

Order management customer support via website, social media, email support, voicemail support.

Ticket resolution, refund & credits, track shipments utilizing database system.

Client services customer retention.

Spreadsheet utilization, data entry, cancel orders placing orders, fraud check.

May 2017 –JJune 2018

level 3 investigation Specialist, Allclear ID

Inbound & outbound calls, callback queues

authenticating customers Reviewing accounts activity alerts

updating customers PII

processing enrollments

verifying eligibility

Explaining services provided providing information on how to SAFEGUARD against identity theft & fraud

Data entry into database and ticketing system

routing calls to correct dept

Reviewing and adjusting to updates and changes in policy and procedure

Updates on client specific training incidents & breaches

September 2016 – August 2017

Associate Client Services, Corelogic inc

Assist customers with escrow and non-escrow accounts for mortgage companies, submit information, documents, multi. Data analytic company.

Conducts research of tax data.

Assignments are of moderate scope and complexity, where research requires review and judgement of multiple sources and knowledge of functional operations.

Leverages all available resources, such as existing databases, third party sources and/or public information on the internet.

Utilizes tools to analyze, query and manipulate data according to defined business procedures. Extracts and enters appropriate data onto application, other form, or database.

March 2015 –September 2015

Recoveries Analyst, U.S. Tech Solutions

Investigate account transactions to determine whether or not outstanding funds can be recovered from merchants.

Process chargeback's with the card associations MC/Visa.

Apply risk mitigation strategies in the areas of Risk Management, Overdrawn Analysis, Collections, and Recoveries.

Suggest and implement new risk strategy recommendations for system and process enhancements to mitigate future losses.

Collaborate with Customer Service and other teams within the Risk Department on special projects.

Adhere to a strict attendance and punctuality policy.

Adhere to strict compliance and regulatory requirements.

Responsible for email inbox account inquiries, block removal, restrict and close accounts, notate accounts with proper procedures to reconcile accounts and account management.

Assist Customer service dept. with urgent matters requiring assistance.

October 2014 – February 2015

It Support,K Force

resolve problems in a timely manner, while providing excellent service AND GATHERING pertinent information

Level 1 tier support password resets

credentials verification

remote in, desktop remote support

software applications

some hardware support for all in store and corporate applications for Home Depot

Providing technical support to all associates, corporate users and contractors run queries

system check

troubleshoot and process information

data entry, entering information into database

adhering to policy and procedure of the company solve issue and problems

handle sensitive data and security information

create tickets and assign tickets

providing customer service

Critical thinking

March 2014 – May 2014

Field Support Specialist (Technical Support), harte hanks

Field Support Specialist troubleshoot Samsung electronic devices

assisted technicians in problem-solving devices

create service order

check status of repair

implementing warranty and policy information

Assisting in reflashing using Samsung software

High call volume

email correspondence and inquiries

Notify team of issues

Routed call to proper department when necessary

Navigated multiple websites

remote call assistance

HANDLING Level 3 escalationS

August 2014- August 2016

COLUMBIA COLLEGE

Certificate Art / Ast history and the history of music

Additional skills:

Data Entry

Very adaptable and open to learning

Software troubleshooting

Microsoft Office (Excel, Word, PowerPoint, Outlook, OneNote, etc.)

Operating Systems (Windows, OS, Linux)

Excellent Attention to Detail

Knowledge of Medical Terminology

Strong listening skills IT Support

Application Support

Help Desk

Active Directory

Order Management

Tech Support

Multitasking

Analytical and problem-solving skills

Contact this candidate