Customer Service Representative

ADONIS CARR

Los Angeles, CA ***** • 323-***-**** • ************@*****.***

Professional Summary

Dependable Customer Service Representative. Experienced professional with more than 20+ years successful experience in Customer Service, Call Center and Support capacity with recognized strengths in account management, problem-solving, and trouble-shooting and possess solid computer skills, excellent working knowledge of Windows and DOS based applications, and Microsoft Office Tools. Skilled in Contact Centers, Payments, Merchant Services, Electronic Payments, and Credit Cards. My objective is to obtain a position that will allow me to expand my current abilities and lead to a career in management. Hardworking and passionate with strong organizational skills eager to work hard. Ready to help team achieve company goals.

Skills

• Customer service • Problem-solving and Analytical Skills

• Research and Analysis • Billing Disputes/Fraud Claims Excellent Verbal and Written communication

skills

• • Computer skills

• Inbound/Outbound calls • Problem resolution

• Microsoft Office/Windows based applications

Work History

Web Support II, 04/2020 to Current

Golden Bolt LLC / Golden Hippo – Canoga Park, CA

Converted from Temp to Permanent April 2020

• Remote Web Support II agent

• Assisted with day-to-day operations, working efficiently and productively with all team members.

• Customer Service center for Golden Hippo's 20+ health, wellness, beauty, and pet care brands. Worked effectively in fast-paced environment and assisted with primarily emails and online chat team support.

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Gave great care to customers incoming questions, concerns, sales inquiries, and troubleshooting any issues the customers may be experiencing.

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• Excellent communication skills, both verbal and written. Web Support II, 11/2019 to 04/2020

Randstad Professionals – Canoga Park, CA

Temporary Assignment for Golden Bolt LLC / Golden Hippo

• Customer Service center for Golden Hippo's 20+ health, wellness, beauty, and pet care brands. Worked effectively in fast-paced environment and assisted with some inbound calls, but primarily emails and online chat team support.

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Gave great care to customers incoming questions, concerns, sales inquiries, and troubleshooting any issues the customers may be experiencing.

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American Express Platinum Travel Counselor, 07/2018 to 06/2019 Pinnacle Travel Services LLC – El Segundo, CA

• Fast paced call center for American Express Platinum Cardholders. Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.

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Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets for Airline, Hotel, and Car reservations.

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Organized memorable, exquisite, and multiple complex travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.

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Responsible for all inbound customer inquiries and sales of travel packages through phone calls and emails.

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• Built strong relationships with vendors to secure exclusive deals and special rates for clients. BANK OF AMERICA / Fraud Analyst II, 12/2017 to 05/2018 Randstad Professionals (Temp Assignment) – Pasadena, CA Evaluated customer data to identify and prevent fraudulent activities for the Retail Credit Card department.

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• Responsible fro reviewing customers accounts for prevention and detection of possible fraud.

• Tracked fraud cases and monitored trends to develop strategies for prevention. Received and handled both inbound/outbound calls and provided appropriate actions based on transaction characteristics of potential risk and validity.

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Reduced fraud losses by assessing risk levels, implementing effective fraud prevention strategies and monitoring systems which impacted the customer directly.

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• Initiated both fraud claims and billing disputes when fraud activity has been confirmed. UCLA, 07/2017 to 11/2017

Randstad Professionals (Temp Assignment) – Los Angeles, CA REGISTRARS' OFFICE

MEDICAL DEPARTMENT

MAILROOM/TRANSPORTATION

Data Entry for Undergraduate and Transfer student Admissions, primarily reviewing and entering transcript information.

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Assisted IT Department with transferring, moving, and installation of all computer and office equipment. (PC, Phones, Fax Machines)

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Tested all equipment connections to the internal internet/wifi network as well as mad sure all was in proper working condition.

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• Primary mailroom function and responsibility was stuffing and boxing envelopes for shipment. Primary transportation responsibilities were the safety of students, faculty, staff, and guests at all main intersections of UCLA between dorms and main campus.

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• Kept pedestrians and motor vehicle traffic in constant flow. Customer Service / Tech Support Agent, 03/2016 to 01/2017 AVP Solutions – Canoga Park, CA

Responsible for all inbound/outbound calls regarding any Customer Service/Tech Support issues for Credit Card and ACH Check processing.

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Provided information to all merchants/principals on new and current accounts for set up, pricing, new products offered, activations of POS/Payment gateways, as well as answering inquiries on daily activities on accounts.

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Built and set up training sessions for merchants on Payment Gateways for credit/debit card processing such as NMI and Authorize.Net as well as standalone face to face credit card terminals.

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Handled all shipping of products, equipment, and documents as well as shipment tracking thru all available couriers.

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INTUIT PAYMENT SOLUTIONS /Fraud and Risk Analyst, 07/2015 to 01/2016 Extreme Consulting Group (Temp Assignment) – Woodland Hills, CA Detected fraudulent activities by conducting thorough investigations and analyzing transactional data.

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Responsible for all inbound calls regarding current risk issues for both Credit/Debit card and ACH Check deposits and transfers.

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First call and primary resolution regarding risk/fraud holds and procedures, identity theft, and cardholder verifications.

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Main and initial contact for merchants regarding investigations proceedings, as well as providing accurate information and documents to all merchants/principals on accounts about our policies, procedures, and timelines for review when funds are withheld and released.

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Level 2 Technical Support Representative/Supervisor, 09/2007 to 04/2015 I-Payment Inc. – Westlake Village, CA

LEVEL 2 SUPERVISOR

TECH SUPPORT REPRESENTATIVE/RESEARCH DEPT.

Responsible for answering inquiries of merchants in a High Volume, High Paced call center while identifying and containing all priority and escalated customer issues.

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Provided additional and superior service via phone, email, and faxes to all merchants regarding credit card processing.

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Assisted in building a positive rapport with merchants and sales agents to satisfy all questions, issues, and difficult situations.

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Monitored team moral, provided positive motivation, coaching, training, and further development when needed.

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Provided technical support for credit card terminals and Point of Sale (POS) operating systems in a high volume inbound call center.

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Built program files, downloaded in-house terminals for merchants, troubleshot all problems and issues with credit card transactions as well as assisted both merchant and sales agents with training of all products to be used for payment processing.

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Account Executive/Sales and Service Representative, 03/2005 to 12/2007 Time Warner Cable-Spectrum – Hollywood, CA

Provided exceptional customer service for billing, as well as troubleshooting cable, internet, and telephony connectivity issues in a high volume call center.

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Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.

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• Scheduled technician appointment for potential, new, and current customer.

• Processed credits, payments, and adjustments for all customer accounts. Offered information and completed upsells for new and current promotional products regarding cable, internet and telephony services

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Education

Some College (No Degree): Mathematics

California State University Northridge - Northridge, CA No Degree: Electrical, Electronics And Communications Engineering HBCU Morris Brown College - Atlanta, GA

Associate of Science: Mathematics, 05/2002

College of The Canyons - Valencia, CA

High School Diploma: 06/1994

Granada Hills High School - Granada Hills, CA

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