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Customer Service Call Center

Location:
Jacksonville, FL, 32232
Posted:
August 14, 2025

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Resume:

Riegina Stephens

**** ****** ** ************, ** 32244

904-***-**** *****************@*******.***

Professional Summary

Dedicated and results-driven Customer Service and Fraud Analyst professional with over 15 years of experience in high-volume call center environments. Proven ability to resolve complex customer concerns with empathy and professionalism. Recognized for providing high-quality service to elite clientele and supporting team operations. Seeking to bring my strong communication, problem-solving, and technical skills to a customer service-focused role in a dynamic organization. Core Skills

• Customer Service & Call Center Support

• Inbound/Outbound Communication

• Fraud Prevention & Investigation

• Complaint Resolution

• Microsoft Office Suite (Outlook, Word, Excel)

• CRM & Financial Systems: CWS/BABO, RPLID, Sawgrass, Workday

• Tools: LexisNexis, TMX, 3D Secure, FAAT, ECLIPSE Professional Experience

Citibank – Jacksonville, FL

Retail Bank Fraud Analyst August 2022 – June 2024

• Provided proactive customer service by making outbound calls to verify suspicious activity.

• Investigated and resolved fraud alerts while protecting client accounts and mitigating losses.

• Collaborated with internal teams via messaging platforms and Zoom meetings to ensure up-to-date compliance with policy changes.

• Assisted unit manager with special-case accounts and aged inventory. Citi Cards – Jacksonville, FL

Elite Fraud Analyst May 2015 – August 2022

• Delivered high-level support to executive clientele, including CEOs and government officials.

• Resolved complex card issues and ensured customer satisfaction during stressful fraud events.

• Conducted outbound reviews and inbound support, ensuring secure and seamless client experiences.

Citi Cards – Jacksonville, FL

Fraud Early Warning Cards Analyst June 2010– May 2015

• Handled high volumes of inbound calls to assess and resolve possible fraud activity.

• Issued replacement cards and documented incidents accurately to prevent repeat issues.

• Supported team leads with inventory and account follow-ups. The Home Depot Credit Services / Citi Cards

Customer Service Representative August 2005 – June 2010

• Assisted Home Depot credit card holders with billing inquiries, promotions, and account troubleshooting.

• Provided store associates with product and promotion assistance to enhance the in-store customer experience.

• Delivered prompt, accurate service in a fast-paced, team-oriented call center. L.O.G.S. Default Servicing Agency

Receptionist Bankruptcy Notification Officer October 1997 – April 2004

• Advanced through multiple roles, from receptionist to Loss Mitigation/Bankruptcy Notification Officer.

• Implemented a company-wide filing update that significantly improved document retrieval efficiency.

• Communicated directly with attorneys and managed account holds during foreclosure proceedings. Additional Experience

Family Caregiver

June 2024 – December 2024

• Provided full-time care for mother-in-law during cancer treatment, demonstrating compassion and resilience.

Independent Child Educator & Household Support

April 2004 – August 2005

• Homeschooled neighborhood children assisted with daily household tasks. Education

Edward H. White High School

Graduated 6/2/1986

Genral studies/visual arts



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