Customer Service North Charleston

PROFESSIONAL SUMMARY

Motivated, goal-driven customer service professional with 20 plus years’ experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement. Customer service experience ranges in many different industries including Comcast, T-Mobile and DirecTV. Strong work ethic and effective with multi-tasking. Possesses the talent and adaptability to quickly master job tasks and adapts well to change.

CAREER EXPERIENCE

Verizon, North Charleston, SC 2020 – Present

Fraud Coordinator

Monitors direct fulfillment equipment orders and stopping fraudulent orders from shipping

Investigate probable fraudulent accounts and take necessary action to shut down those accounts.

Report fraudulent accounts to corporate security to prevent future fraudulent activity

Review new customer accounts for validity before accounts are established

Assess fraudulent activity on accounts to determine the appropriate course of action to protect company resources

Verizon, North Charleston, SC 2015-2020

Retention Coordinator

Utilized risk assessment to determine the best course of financial action to take on the account to benefit both the customer and the company

Deescalate volatile situations to produce win-win results for both customer and company

Maintained and exceed all key performance indicators for both monthly and yearly requirements.

Provided a higher level of support and customer service for accounts that required special handling

Verizon, North Charleston, SC 2014-2015

Financial Service Representative, New Accounts Clerk

Work with customers towards a positive outcome for the customer by making them feel valued and understood

Arranged for debt repayment or establish repayment schedules based on customers’ financial situations

Worked on a team in a fast-paced, results-oriented call center to answer questions to resolve payment issues

EDUCATION

High School Diploma Berkeley High School 1995

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