Customer Support Technical

FATHIA MOHAMED

*******.******@*****.*** Carpentersville, IL 630-***-****

Technical Support CSR

Customer experience professional with demonstrated experience providing program administration, account management, and resolution support in technical and customer facing industries. Adept at helping customers with returns and refunds and resolving common complaints. Specializes in building productive and positive relationships with diverse customers which improve customer retention, loyalty, and sales. Core competencies include:

Customer Support Document Management Business Requirements Data Management Root Cause Analysis Digital Technology Troubleshooting Relationship Management Risk Mitigation Data Analysis & Reporting Quality Assurance EXPERIENCE

Verizon Wireless Remote 10/2020 - 11/2024

Digital Technology Champion II

Provided “white glove” customer service and promoted high customer satisfaction by addressing inquiries and resolving problems. Drove an active quality process by tracking customer support cases and following up on complex issues to correct problems.

• Performed troubleshooting procedures on malfunctioning systems and root cause analysis to determine cause of failure and mitigate repeatable issues.

• Replicated customer issues in order to diagnose underlying problems in the system's design. JPMorgan Chase Elgin, IL 09/2011 - 12/2016

Recovery Specialist II

Performed data analysis to identify patterns or trends indicative of potential fraudulent activity.

• Investigated and analyzed complex financial transactions for evidence of fraud.

• Reviewed customer accounts, documents, and electronic records to detect suspicious activities.

• Prepared detailed reports on investigations into suspected fraudulent activities.

• Utilized automated systems for tracking, monitoring, and analyzing suspicious transactions.

• Responded promptly to inquiries regarding possible fraudulent activities reported by customers or other stakeholders.

FATHIA MOHAMED 630-***-**** Page 2

ADDITIONAL RELEVANT EXPERIENCE

Aon Hewitt Libertyville, IL

Senior Benefits Administrator

Developed and maintained a comprehensive benefits program for employees.

• Analyzed benefit trends to recommend changes or additions to existing programs.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Prioritized and organized tasks to efficiently accomplish service goals.

• Assisted with customer requests and answered questions to improve satisfaction.

• Exceeded customer satisfaction by finding creative solutions to problems.

• Reviewed and assessed defined benefit plans for compliance with applicable laws, regulations, and policies.

• Analyzed data from various sources including financial statements, actuarial valuations, and annual reports. EDUCATION & TRAINING

High School Diploma 05/2003

Dekalb High School DeKalb, IL

Associate of Science in Business Administration & Management Elgin Community College Elgin, IL

ACCOMPLISHMENTS

• 2024 Pre-Leader Academy graduate.

LANGUAGES

Somalia: Professional Urdu: Professional

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