Fraud, Disputes & Technical Support Specialist

SHANNON NANCE

**** ****** **, **********, ** ****6 US 336-***-**** *******@*****.***

PROFESSIONAL SUMMARY

Detail-oriented professional with experience in Technical Support and Fraud & Disputes Management. Skilled in troubleshooting technical issues, analyzing complex financial transactions, and delivering top-tier customer support. Strong communicator with a proven ability to resolve problems efficiently, ensure compliance with company policies, and maintain customer trust in fast-paced, high-volume environments. SKILLS

Conflict resolution

Client satisfaction and retention strategies

Customer relationship management (CRM) systems

Cross-functional team collaboration

EDUCATION

Soft skills: Analytical thinking, communication, multi-tasking CRM systems

Fraud tools

Technical tools (remote desktop, diagnostic utilities, etc.) Adult and Continuing Education - GED 2015 GTCC Greensboro Campus Greensboro, NC WORK HISTORY

Fraud and Disputes Management November, 2023 to October, 2025 Velera Remote, NC Investigate and resolve customer disputes and fraudulent transactions to protect company and client assets. Analyze transaction patterns to detect potential fraud and minimize financial losses. Process chargebacks and representments in compliance with Visa, Mastercard, and Reg E guidelines. Communicate with customers, merchants, and internal departments to ensure timely and accurate dispute resolution. Maintain high accuracy and confidentiality while meeting performance and compliance standards.

“Resolved 95% of customer issues on first contact.”

“Reduced average handle time by 15%.”

Technical Support Representative February, 2021 to August, 2023 Kelly Services Remote, NC Provide technical assistance to customers via phone, chat, and email, resolving issues related to hardware, software, and connectivity. Troubleshoot and document technical problems while following company policies and service-level agreements (SLAs). Educate customers on product features and best practices to improve usability and satisfaction. Collaborate with internal teams to escalate complex issues and ensure timely resolution. Maintain accurate records of customer interactions and technical steps taken using CRM or ticketing systems. Consistently meet or exceed performance metrics such as first-call resolution, response time, and customer satisfaction scores. Led a team to reduce hardware troubleshooting time. Trained employees on how to take calls and resolve issues with the Mentoring program Senior Advisor October, 2018 to November, 2020 Conduent INC Remote, NC Serve as an escalation point for Tier 1 support, resolving complex technical or account-related issues requiring in-depth analysis. Troubleshoot advanced hardware, software, and network problems using diagnostic tools and detailed system knowledge. Collaborate with engineering, product, or operations teams to identify root causes and implement long-term solutions. Provide clear and professional communication to customers while maintaining empathy and technical accuracy. Document technical findings, create knowledge base articles, and contribute to process improvements. Mentor and assist Tier 1 representatives to enhance team performance and product understanding. Technical Support Representative December, 2016 to September, 2018 Conduit Global McLeansville, NC Provide tiered technical support to Verizon customers for mobile devices, and account-related issues through phone support Troubleshoot device, network, and software problems by walking customers through step-by-step solutions. Educate customers on Verizon products, services, and device features to enhance user experience and retention. Document customer interactions and resolutions accurately using internal systems and CRM tools. Collaborate with Tier 2 teams and other departments to resolve complex or escalated issues efficiently. Maintain high customer satisfaction scores and meet performance metrics such as first-call resolution, average handle time, and quality assurance goals.

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