Customer Support Specialist

Kimberly Perry

*.*************@*****.*** 678-***-**** Charlotte, NC

SUMMARY

Seasoned professional with 6 years of diverse experience in customer engagement and fraud prevention, currently serving as a CRE Specialist at PayPal. Skilled in analyzing and mitigating fraudulent activities, adept at using fraud detection tools and methodologies. Seeking to leverage expertise in customer solutions and accounts management to excel in a CRE role.

WORK EXPERIENCE

PayPal Charlotte, NC

CRE Specialist Oct 2021 - Present

• Conduct thorough investigations and analyses of suspicious activities and transactions to identify potential fraud.

• Employ fraud detection tools and methodologies effectively to pinpoint unusual patterns and trends.

• Review customer accounts, transactions, and related documentation critically to detect signs of fraudulent activity and enforce necessary preventative measures.

Powerhome Solar Mooresville, NC

Customer Solutions Specialist Nov 2020 - Sep 2021

• Addressed customer inquiries and resolved issues, ensuring the delivery of exceptional service by attentively listening to and addressing customer needs and feedback.

• Managed a high volume of customer interactions across phone, email, chat, and in-person channels, guaranteeing prompt and accurate responses.

• Documented customer interactions, updated customer information, and tracked inquiry and issue progress using Customer Relationship Management (CRM) systems.

People Ready/True Blue Inc. Alpharetta, GA

Accounts Payable Specialist Aug 2019 - Oct 2020

• Reviewed and verified accuracy, completeness, and proper coding of vendor invoices, ensuring alignment with purchase orders and supporting documentation for authorized payment processing.

• Reconciled vendor statements with accounts payable records, identifying and resolving discrepancies to maintain accurate financial reporting.

Kelly Services Decatur, GA

MacOS Tier 1 Support Advisor Jun 2018 - Aug 2019

• Provided effective troubleshooting and resolution of MacOS devices and software applications issues through phone, email, and chat, guaranteeing customer satisfaction with timely and accurate support.

• Diagnosed hardware and software problems, including network, printer, and peripheral device issues, and efficiently escalated complex cases to higher-tier support following company protocols. EDUCATION

Stone Mountain High School

High School Diploma

Stone Mountain, GA

SKILLS

Customer Inquiries • Resource Utilization • Productivity Standards • Fraud Investigations • Dispute Resolution

• Active Listening Skills • Creative Solutions • Data Analysis • Customer Satisfaction • Verbal and Written Communication • Communications Strategies • Fraud Prevention and Detection • Customer Accounts Management • Corrective Actions • Customer Needs Assessments • Customer Retention • Reading Comprehension • Service Quality

• Financial Documentation • Client Relations Skills • Government Standards • Complaint Investigations • KPI Metrics

• Microsoft Office • Document and Records Management • First-Tier Technical Support • POS Systems and Ordering Platforms • Negotiation • Financial Analysis

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