Customer Service Representative - Fraud & Disputes
Resume:
**** ******** **** ****, *****, US • ***************@*****.*** • linkedin.com/in/gabrielle-rakowski •
GABRIELLE RAKOWSKI
Customer Service Representative
Customer Service Representative with 14 years of experience improving member and security support through precise ticketing, fraud investigation, and card dispute resolution. Resolves high-volume inquiries while maintaining account integrity and reducing callbacks via CRM updates and cross-team escalation. Aims to strengthen incident triage and enhance response speed in a fast-paced support environment.
EMPLOYMENT HISTORY
MEA CONTACT CENTER AGENT Aug 2025 – 2026
Lake Trust Credit Union Brighton, Michigan
- Processed inbound member service tickets in the ticketing system, resolving account issues and documenting resolutions.
- Reconciled daily member transaction exceptions in core banking, clearing holds and restoring account access.
- Resolved debit card disputes by tracing transaction trails and submitting documentation to card processor.
- Answered high-volume member calls via phone system, clarified account questions and scheduled follow-up actions.
- Updated member contact information and preferences in CRM to reduce misdirected correspondence and callbacks.
- Processed stop-payments and check orders through core platform, preventing unauthorized withdrawals for members.
- Coordinated with card processor to escalate disputed transactions and communicated resolutions to members.
- Investigated returned deposit items, identified posting errors, and corrected member ledgers in core.
- Investigated suspicious account activity using ticketing system logs, escalating confirmed fraud to compliance.
- Processed member-directed wire transfers through core platform, verifying authorization and recording confirmation details.
CUSTOMER SERVICE REPRESENTATIVE 2021 – 2024
Barracuda Network Ann Arbor, Michigan
- Resolved customer inquiries with empathy and professionalism, building trust and rapport with clients.
- Analyzed customer feedback to improve service protocols, leading to noticeable gains in client retention and loyalty.
- Answered high-priority inbound security incident calls, triaged issues, and routed 100% to appropriate SOC teams.
- Monitored email and phone queues during peak hours, reducing average callback time for security cases. KEY HOLDER / SHIFT MANAGER May 2020 – 2021
Joann Fabrics Brighton, MI
- Opened and closed store, acted as MOD ensuring policy adherence and reducing shrink.
- Trained team members, enhancing skills and improving customer service efficiency.
- Processed transactions accurately at cutting counter and register, boosting customer satisfaction. SHIFT LEAD 2018 – 2020
Camp Bow Wow Brighton, MI
- Led a team of 8, enhancing pet care standards and operational efficiency.
- Implemented new training methods, fostering skill development and team growth.
- Administered first aid and medication, ensuring pet health and safety.
- Evaluated employees for leadership roles, promoting internal advancement.
- Coordinated with corporate to improve training, boosting service quality. CUSTOMER SERVICE 2012 – 2014
Terrorfied Forest Pinckney, MI
- Assigned customers to groups for tours.
- Led tour groups into attraction.
- Spoke to customers about rules / played an acting role.
- Led immersive tours, enhancing customer experience through engaging storytelling and maintaining safety protocols. EDUCATION
HIGH SCHOOL GRADUATE 2009 – 2012
Pinckney Community High School Pinckney, MI
SKILLS
Customer Service, Employee Training, Leadership, Data Entry, Salesforce, Ticketing Systems, Phone Systems, Empathy, Critical Thinking, Problem Solving, Technical Support, Incident Response, Call Center Operations, Active Listening REFERENCES
Dean Broadbent, Terrorfied Forest 313-***-****); Tara Kostick, Camp Bow Wow +1-479-***-****); Nathan Perry, Barracuda Network 734-***-****); Emily McRae, Camp Bow Wow 810-***-****); Lisa Wallis, Terrorfied Forest 734-***-****); Ezra James, Barracuda Network (**********@*****.***, 292********)
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