Customer Care & Fraud Resolution Specialist

VERONICA RUSS

Miami, FL • 786-***-**** • **************@******.***

PROFESSIONAL SUMMARY

Customer Care, Fraud & Dispute, and Escalation Resolution Specialist with 8+ years of experience in financial services, technology, and high-volume customer service environments. Proven ability to resolve complex account and billing issues, investigate fraud-related concerns, reduce repeat contacts, and deliver accurate, compliant outcomes. Recognized for strong communication, problem-solving, customer advocacy, de-escalation, and relationship-building skills. Experienced in handling high-volume calls, mentoring agents, troubleshooting customer issues, and providing consultative support.

PROFESSIONAL EXPERIENCE

Customer Care Professional – Fraud & Disputes American Express Sept 2025 – Present

Manage high-volume fraud and dispute cases with accuracy, compliance, and professionalism.

Investigate unauthorized transactions, account discrepancies, and billing concerns.

Reduce repeat contacts through clear communication, expectation setting, and customer education.

Maintain strong performance in quality assurance, call handling efficiency, and resolution accuracy.

Handle sensitive financial situations with empathy while protecting customer accounts and company interests.

Apple Specialist Apple Inc. June 2024 – Aug 2025

Provided consultative customer support, device setup, and personalized product recommendations.

Assisted customers with iCloud setup, AppleCare solutions, troubleshooting, and data transfers.

Educated customers on Apple ecosystem products and services in a high-volume retail environment.

Delivered exceptional customer experiences while maintaining efficiency and sales performance.

Escalation Lead Agent Carnival Cruise Line March 2017 – May 2024

Handled 80–100 escalated customer interactions daily in a high-volume environment.

Provided pre- and post-cruise support while resolving complex reservation, billing, and service concerns.

Explained company policies and procedures to new hires during onboarding and mentoring.

Collaborated with travel agencies, business partners, and internal departments to resolve customer issues.

Identified customer needs and recommended products and services to improve customer satisfaction.

Executive III Resolution Agent Carnival Cruise Line Oct 2019 – Sept 2020

Supported frontline agents with supervisory-level escalations and complex customer concerns.

Reviewed pricing adjustments, upgrades, refunds, and policy exceptions to ensure guest satisfaction.

Worked closely with accounting, sales, and guest administration teams to resolve high-impact issues.

Maintained compliance and accuracy while delivering professional telephone and written correspondence.

EDUCATION

Associate of Arts (A.A.) – English Literature/Education Miami Dade College

Coursework in English Literature and Education

CORE SKILLS

Fraud & Dispute Resolution • Customer Advocacy • Escalation Management • Conflict Resolution • Customer Retention • Account Investigation • Case Documentation • Troubleshooting • Customer Support • Team Collaboration • Sales & Consultative Support • Microsoft Outlook • Microsoft Word • Microsoft Excel • Apple Ecosystem (iOS/macOS) • iCloud & Data Transfers • Typing Speed: 60 WPM

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