Technical Support Customer Service

Eramis Tait

Brewton, AL ***** ******.*******.****@*****.*** +1-251-***-****

LinkedIn: linkedin.com/in/eramis-tait-53618126

Professional Summary

Highly analytical and customer-centric professional with a robust background in fraud investigation, technical support, and operational management. Proven ability to mitigate risk, resolve complex issues, and enhance customer satisfaction across diverse industries. Eager to apply strong problem-solving, communication, and technical acumen to contribute to a dynamic team and drive organizational success. Authorized to work in the US for any employer and open to relocation.

Skills

Customer Engagement:

Customer Service Excellence

Customer Care

Help Desk Support

Call Center Operations

Advanced Telephone Etiquette

Client Relationship Management

Conflict Resolution

Empathetic Communication

Technical Proficiency:

Operating Systems (iOS, macOS, Microsoft Windows, Android)

Computer Networking Fundamentals

Technical Troubleshooting

System Diagnostics

Software Support

Fraud & Security:

Fraud Investigation & Analysis

Risk Mitigation

Lost/Stolen Card Reporting

Active Fraud Claim Management

Security Protocol Adherence

Incident Response

Administrative & Operations:

Billing Coordination

Account Management

Office Administration

Financial Record Keeping

Deposit Preparation

Office Management

Database Management

Word Processing

Professional Attributes:

Collaborative Teamwork

Independent Problem-Solving

High Reliability

Self-Starter

Adaptability

Continuous Learning

Results-Oriented

Process Improvement

Work Experience

Security/Fraud Investigator

Wayfair - Montgomery, AL

August 2020 – Present

Proactively managed an average of 50-75 daily inbound calls, expertly resolving complex fraudulent activity reports, lost/stolen card claims, and new fraud cases to mitigate financial risk and protect customer assets.

Conducted in-depth investigations and forensic analysis of reported fraud cases, ensuring timely and accurate resolution and adherence to compliance standards.

Empowered customers through comprehensive education on security best practices, significantly reducing recurrence of fraudulent incidents.

Billing Coordinator

Concentrix - Millbrook, AL

March 2018 – July 2020

Managed 50+ daily customer interactions, expertly resolving complex billing and account discrepancies, consistently achieving high customer satisfaction ratings.

Provided advanced technical support and troubleshooting for iOS device issues, restoring functionality and enhancing user experience.

Streamlined the processing of billing inquiries, adjustments, and payments, improving operational efficiency and financial accuracy.

Customer Service Representative

Sitel - Andalusia, AL

April 2016 – February 2018

Successfully diagnosed and resolved complex Internet connectivity issues for a major cable provider, significantly reducing customer downtime and service interruptions.

Delivered comprehensive technical support, guiding customers through troubleshooting steps to resolve diverse connectivity challenges.

Consistently achieved high customer satisfaction scores by employing effective communication and advanced problem-solving techniques.

Inspector/Assembler

Guyoung Tech - Castleberry, AL

May 2015 to April 2016

Performed meticulous inspection and packaging of automotive components on a high-volume production line, consistently exceeding quality control standards.

Maintained a pristine and organized workstation, directly contributing to optimized production efficiency and safety compliance.

Licensed Security Officer

DTA - Montgomery, AL

April 2013 to May 2015

Conducted proactive patrols of designated areas, ensuring the safety and security of clients, personnel, and valuable property.

Efficiently responded to and meticulously documented security incidents, upholding a safe and secure environment.

Sales Associate

Jim Massey's Formals - Montgomery, AL

September 2011 to March 2013

Accurately processed high-volume tuxedo and formal gown orders, consistently achieving high levels of customer satisfaction.

Managed comprehensive office operations, including meticulous record-keeping and efficient appointment scheduling.

Entrusted with full responsibility for store opening and closing procedures, demonstrating exceptional reliability and integrity.

Front Office Manager

Integral Hospitality - Evergreen, AL

July 2010 to September 2011

Directed and mentored a team of Front Desk Staff, optimizing scheduling, delivering comprehensive training, and enhancing performance to ensure seamless hotel operations.

Managed all hotel supply procurement and inventory, successfully optimizing stock levels and achieving a 15% reduction in operational costs.

Prepared and reconciled daily daily financial deposits, ensuring 100% accuracy and adherence to accounting procedures.

Assumed full managerial authority in the General Manager's absence, demonstrating strong leadership, decisive decision-making, and accountability for daily operations.

Leveraged exceptional management and customer service skills to significantly elevate guest satisfaction scores and overall hotel experience.

Education

A.A. in Medical Systems Technology and A.A. in Office Systems Technology

Reid State Technical College Evergreen - Evergreen, AL

August 2018 to September 2020

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