Customer Service Representative with Fraud Analyst Experience
Resume:
JEKEITA FRANKLIN
CUSTOMER SERVICE REPRESENTATIVE
904-***-**** ***************@*****.***
ABOUT ME
EDUCATION
Skills
STRENGTHS
REFRENCES
EXPERIENCES
Enthusiastic and dedicated Customer Service Representative with over 5 years of experience in fast-paced customer-oriented environments. Proven track record of delivering exceptional service, resolving inquiries, and building positive relationships with customers. Skilled in effective communication, problem-solving, and adaptability. Proficient in various customer service software and CRM systems. Strong attention to detail and ability to work under pressure. Bachelor's degree in Communication. Most proud of receiving the Employee of the Year award for consistently exceeding targets and leading the development of a successful customer loyalty program. Excited to contribute to a growing company committed to waste management and recycling techniques with an environmental conscience.
Excellent verbal communication
Active listening
Problem-solving
Adaptability
Proficiency in CRM software
(Salesforce, Zendesk)
Time management
Teamwork
Customer-Service oriented
Microsoft Excel
Microsoft Teams
CALANDRA CLAYTON
Customer Service Sup
********@********.***
SHIRLEY BAKER
Recruiter
*******@*****.***
A Philiph Randolph
High School Diploma
May 2007
Fraud Analyst
Fanatics-Jacksonville, FL
Determined existing fraud trends by analyzing accounts and transaction patterns.
Participated in group discussions with team members to develop new ways to combat fraud.
Worked successfully with diverse coworkers to accomplish goals and address issues related to our products and services.
June 2023 to July 2024
Customer Service Representative
Fanatics-Jacksonville, FL
Educated customers on special pricing opportunities and company offerings via the phone.
Documented conversations with customers to track customers orders, assist with problems and provide the absolute best solutions. Asked probing questions to determine service needs and accurately input information into electronic systems
Assisted Customers confers via chat, email and phone. Handled and assisted with 100+ inbound and outbound calls. Maintained 90% NPS Customer service, quality and adherence metrics. Jul 2024 to March 2026
Jacksonville, Florida 32244
Florida State College at
Jacksonville
May 2018
Communication Skills
Proven ability to effectively
communicate with customers,
colleagues, and stakeholders
resulting in improved customer
satisfaction and business
outcomes.
Problem-solving
Demonstrated skill in identifying
and resolving customer issues
swiftly and accurately, leading
to a 20% reduction in escalated
complaints.
Adaptability
Experience in thriving in a fast-
paced environment,
successfully managing shifting
priorities and handling a high
volume of customer inquiries
May 2018 to June 2023
Customer Service Representative
America’s Call Center- Jacksonville, Fl
Maintains frequent phone contact with provider representatives, third party customer service representatives, pharmacy staff, and case managers Provides assistance to physician office staff and patients to complete and submit all necessary insurance forms and program applications
Supports patyer research, health care policy library, and state management Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly Typically receives general instructions on routine work, detailed instructions on new projects or assignments
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