Tech Support Leader with Fraud & Collections Expertise

PROFESSIONAL SUMMARY

Accomplished Tech Support Leader with 28+ years in online technical

support, fraud prevention, and collections. Resolved 200+ technical inquiries daily with a 95% resolution rate and decreased fraud cases by 25%. Led fraud and collections teams to recover 10% more outstanding payments while ensuring strict policy compliance. Identified and addressed fraudulent activities, cutting losses by 15%. Streamlined processes to enhance team performance, reduce troubleshooting time by 20%, and improve service delivery.

PROFESSIONAL EXPERIENCE

Credit Card Collection Agent, 07/2025 to 09/2025

Chase Bank - Elgin, IL

Tech Champion II / Chat Tech Support / Social Media Analyst, 09/2004 to 10/2024

Verizon Wireless

CONTACT

Address: Chicago, IL 60633

Phone: 312-***-****

Email: ************@*****.***

TECHNICAL SKILLS

VERONICA MORRIS

• Contacting JP Morgan Chase customers and offer options for repayment. System navigation: Efficiently use multiple computer systems to manage interactions and information.

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Compliance: Follow all departmental and regulatory practices and procedures meticulously.

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Customer service: Build rapport with customers, show empathy, and treat them with respect.

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Multitasking: Manage multiple tasks simultaneously, including using computer systems while on the phone.

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Rectified 200+ complex technical inquiries daily through chat and social media, reducing escalations by 30% within a year.

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Delivered expert troubleshooting for fleet management systems, improving customer satisfaction by 25% as measured by post- interaction surveys.

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Achieved a 95% resolution rate on technical inquiries, surpassing team targets by 10% through efficient issue resolution.

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Collaborated with product and development teams on 15+ service enhancements, driving a 15% increase in customer retention and a 7% decrease in churn.

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Identified and addressed recurring technical issues, cutting troubleshooting time by 20% and enhancing team efficiency.

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Mentored and trained 5 new team members, elevating team performance with a 25% improvement in individual resolution rates within 3 months.

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Microsoft Office Suite (e.g., Word,

Project, PowerPoint, Excel,

QuickBooks) Zendesk Salesforce

Microsoft Office Suite Google

Workspace JIRA ServiceNow Slack

Tableau Trello Intercom

Sprinklr

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Collections Customer Service Representative, 03/2004 to 09/2004 HSBC / Household Finance - Wood Dale, IL

Accounts Receivable Analyst / Lead Personal Assistant, 03/1996 to 01/2004

Ameritech / AT&T

EDUCATION

Associate of Science, Elementary Education, 09/1988 Triton College - River Grove, IL

Spearheaded troubleshooting efforts during 10+ product launches, ensuring 90%+ product rollout success and minimizing support inquiries.

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Analyzed customer feedback from messaging and social platforms, leading to actionable insights that resulted in a 10% increase in first- contact resolution.

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Negotiated customized payment plans with customers, increasing on- time payments by 15% and reducing outstanding balances by 10% within the first quarter.

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Remedied discrepancies in over 100 customer accounts, decreasing complaints by 20% and improving customer satisfaction.

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Ensured compliance with internal policies by maintaining accurate records of 300+ customer interactions and payment arrangements.

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Addressed and tackled issues promptly, achieving a 90% customer satisfaction rate, surpassing department goals by 5%.

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Reduced delinquent accounts by 10% by effectively tracking and managing overdue balances.

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Streamlined dispute resolution processes with cross-functional teams, cutting resolution time by 12% and improving customer retention.

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Increased departmental efficiency by 15% through recommendations for process improvements, reducing call time and improving collection rates.

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Managed a portfolio of 500+ client accounts, improving cash flow by 12% and ensuring timely payment collection.

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Streamlined financial processes, reducing payment processing time by 15% and accelerating cash flow.

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Led a team of 10+ staff members, improving interdepartmental communication and boosting operational efficiency by 10%.

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Created and solved actionable financial reports, improving decision- making accuracy by 18% and supporting long-term business strategies.

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Sustained 100% compliance with company policies while maintaining accurate records for 500+ accounts, reducing audit discrepancies by 5%.

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Determined and implemented process improvements, decreasing data entry errors by 20% and enhancing financial reporting accuracy.

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Played a key role in the smooth transition to a new billing system, improving billing accuracy by 30% post-launch.

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AREA OF EXPERTISE

• Technical Support Expertise

• Fraud Prevention Strategies

• Stakeholder Engagement

• Fleet Management Solutions

• Customer Retention Focus

• Social Media Management

• Team Development Strategies

• Payment Recovery Solutions

• Process Optimization

• Strategic Planning and Execution

• Product Launch Support

• Data Analysis & Reporting

Contact this candidate