Remote Customer Service & Fraud Analyst

CARRYL HALE

San Angelo, TX 325-***-**** ️ ******.********@*****.***

PROFESSIONAL SUMMARY

Customer Service and Client Support Professional with 10+ years of experience in remote customer service, call center operations, account management, and client relationship building. Proven success handling high-volume customer interactions, resolving complex issues, maintaining accurate records, and delivering exceptional virtual support. Skilled in Salesforce, CRM systems, Microsoft Office, and remote collaboration tools. Known for strong communication, problem-solving, and customer retention skills.

CORE COMPETENCIES

Customer Service • Client Relations • Account Management • Virtual Appointments • Benefits Support • Customer Retention • Salesforce CRM • Data Entry • Documentation • Problem Resolution • Remote Work • Microsoft Office • Scheduling • Communication • Call Center Operations • Quality Assurance

ROFESSIONAL EXPERIENCE

REMOTE CUSTOMER SERVICE REPRESENTATIVE

Fiserv Fraud

Remote

06/1/2026-Current

Reviewed account activity and transactions to identify potential fraud, suspicious activity, and policy violations.

Conducted detailed transaction investigations using internal systems and established fraud-prevention procedures.

Analyzed account histories, transaction patterns, and supporting documentation to determine risk levels.

Contacted customers to verify transaction activity and resolve fraud-related concerns.

Documented investigation findings accurately while maintaining compliance with company policies and regulatory requirements.

Escalated high-risk cases for additional review and resolution when appropriate.

Collaborated with internal departments to minimize fraud losses and protect customer accounts.

Maintained productivity, quality, and accuracy standards in a high-volume review environment.

Provided professional customer service while handling sensitive financial information.

Utilized multiple software platforms simultaneously to research, review, and resolve cases efficiently.

Signet Jewelers (IBO Home-Based Call Center) 2021-2022

Assisted customers with orders, account updates, billing concerns, and product inquiries.

Resolved customer issues while maintaining high service standards and customer satisfaction.

Documented interactions accurately and collaborated with internal teams to expedite resolutions.

REMOTE CUSTOMER SERVICE REPRESENTATIVE

Agero Roadside Assistance 2020-2021

Managed inbound calls and coordinated roadside assistance services.

Maintained communication between customers and service providers through case resolution.

Processed payments, invoices, and service records with accuracy.

REMOTE CUSTOMER SERVICE REPRESENTATIVE

ShiftSmart / SBA Program 2020

Processed loan applications and reviewed supporting documentation.

Guided applicants through program requirements and application updates.

Maintained compliant and accurate electronic records.

PERSONAL ASSISTANT

ResCare 2019

Managed calendars, records, correspondence, and administrative support functions.

Maintained confidential information and organized documentation systems.

CUSTOMER SERVICE & CALL CENTER MANAGER

Sitel Worldwide Corporation / Mercedes-Benz Priority UDA 2016-2018

Led customer service and retention initiatives for high-volume accounts.

Resolved escalated customer concerns and supported quality assurance activities.

Coached team members and improved customer satisfaction outcomes.

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