Customer Service Specialist with Tech Savvy
Resume:
Lavonia Fuller
CUSTOMER SERVICE SPECIALIST
Hurst, TX 469-***-**** ***************@*****.***
Objective
To obtain a challenging Customer Service position in a dynamic and innovative organization where I can use my technical and analytical skills. Experience
TEK Systems (Navy Federal Credit Union)
Fraud MSR
12/2024- 04/2025
Remote Contractor position
Inbound call center with high call volume. My main duties consisted of speaking with members who have or have had fraud present in the members accounts. Assisted members with locating fraudulent transactions on their accounts
( Ach/Debit/Credit Cards)
Once identified I then placed the accounts on closure status and initiated a Fraud Claim.
Also assisted members with other transactions not related to Fraud such as Money Transfers, Bill Payments, Ordering new cards/ checks or just by forcing them to the proper department that would best suit their needs. Thomson Reuters
Operation Specialist
11/2021 – 03/2024
• Provide application and technical support to Legal Platform customers across the entire product range.
• Liaise with customer personnel and internal development teams to troubleshoot software, or system configuration issues, and identify and provide solutions to decrease resolution times.
• Provide exceptional customer support experience, through effective documentation of customer issues and updating customers regularly.
• In addition to customer support responsibilities, played an integral part within the implementation and configuration process for new customers, participate in projects and broader initiatives to support the organization.
• Participate as part of the global emergency support weekend rotation for escalated issues and supporting customer migrations.
• Collaborate with team members and other technical teams to quickly identify issues and resolve to the customer's satisfaction.
• Provided support to my team by giving technical guidance to less experienced analysts, assisted with production of technical documentation and managed cases of other team members.
Digital Risk
Spoc II (Specialist point of contact)
August 2020 to October 2021
Remote call center position with a contract with Wells Fargo. Specializing in home preservation (mortgage solutions). Assist with arranging payments and refinancing with payment modifications.
• Answered phone and assisted clients and customers with changes to mortgage/mortgage refinances
• Maintained up-to-date knowledge of customer accounts
• Explained products and benefits aligned to specific client
• Confirmed payments, refunds, fees etc.
• Resolved payment and order disputes
• Provided excellent technical support
• Operated the live chat
• Joined JPMCHASE contract as a set up analyst which entailed reviewing title loan documents and assisting underwriters to close mortgage(s) in timely manner to avoid any delay in processing.
MAXIMUS FEDERAL SERVICE
CSR II
January 2020 to July 2020
Call Center specializing in U.S. government contracts pertaining to the Handling of the 2020 Census as well as maintaining IRS contracts. Provided clients with excellent service from beginning to end. Unfortunately, the contract ended by the onset of Covid-19. UPS
Driver/Package Handler
November 2017 to November 2019
As a driver, I inspected all packages inside my truck to verify they were in the correct place to keep the company's promise to be delivered safely and timely. Delivered packages to appropriate destinations. Verified packages with correct persons being attached to delivery. I went to assigned pick up locations to get packages needing to go back to the hub to continue with the delivery process.
As a package handler I handled packages being delivered to clients. Assisted with sorting and scanning of specific packages coming into hub for delivery and placed them in proper areas (bins or bags) to assure they would be delivered correctly.
CitiFinancial
CSR II
November 2003 to June 2016
Inbound call center representative responsible for servicing clients with financial accounts with bank. Respond to all customer inquiries via chosen method provided by customer. Lead CSR II for special de- escalation unit. Set up to aid and service extremely irate or over emotional clients with superior satisfactory service. Set up and apply all payments made to specified accounts per customer requests. I was with the company for a lengthy period where I received cross training in several areas such as customers credit cards, bank loans, insurances, Mortgage loan(s)/refinancing assistance and claims. I am Highly skilled in using the Personal Touch catering method to meet and exceed customer expectations to make sure client was completely satisfied with the service received.
Education
Southern Career Institute
05/2024- 02/2025
Computer Support Specialist Program
CompTIA A+ Certified
References
Rashonda Freeman Simon
Supervisor at ASF Dermatology
Angel Sterling
Supervisor at UPS
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