Customer Service Representative

Jessica Febles

**** **** ************ **, *** **H, Bronx, NY 10463

Phone: 646-***-****, E-Mail: *******.********@*****.***

Career Focus

I am a Fraud Investigator with over 10 years of work experience. Dedicated customer service representative with motivation to maintain customer satisfaction and contribute to company success. Enthusiastic and dedicated employee with high integrity, strong work ethic and great leadership skills.

Summary of Skills

• Debit/Credit card chargebacks Complex problem resolution

• Listening skills Excellent communication skills

• MS Windows proficient Energetic work attitude

• Conflict resolution Strong client relations

• Fast learner Training development

Accomplishments

Customer Assistance

• Worked with third party vendors systems such as MasterCard International and diligently completed all assigned tasks, working overtime as needed.

Computed Data Reports

• Provided required weekly, monthly and quarterly reports listing accounts over $1000.00 with fraudulent transactions.

Conflict Resolution

• Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and ensure customer satisfaction.

Professional Experience

June 2006 to October 2011

Pershing, LLC, Jersey City, NJ

Customer Service Rep III, Debit Card Chargebacks/Fraud Investigation

• Resolved debit card fraud and chargeback disputes involving oral and written communication with internal and external customers/vendors globally.

• Verified account signatures on checks with Financial Advisors and external customers.

• Conducted research to validate purchases with outside vendors and follow up research on fraudulent transactions.

• Built extensive cases through different levels of chargebacks for debit card disputes and fraudulent activities through MasterCard International.

• Balanced investment accounts daily.

• Verified funds to house ledger accounts.

• Monitored and verified daily debit card transactions with Financial Advisors and external customers.

• Communicated fraud trends, sharing ideas and information with co-workers.

• Performed complex general accounting functions, including preparation of journal entries, account analysis and balance sheet reconciliations for Senior Management.

April 2001 to June 2006

Morgan Stanley Jersey City, NJ

Processing Support Rep

• Resolved debit card fraud and chargeback disputes involving oral and written communication with internal and external customers/vendors.

• Extensive case building through pre-arbitration, arbitration, and compliance through MasterCard.

• Journal funds between house ledger accounts and customer investment accounts.

February 2000 to April 2001

Morgan Stanley New York, NY

Processing Support Rep

• Opened and closed Choice trading accounts.

• Grouped and maintained related accounts, handled billing questions and disputes.

• Trained 4 new staff members and maintained daily communications with Financial Advisors.

Education

South University, GA Present

Associates Degree Business Management

Wildcat Service Corporation New York, NY 2000

Accounting/Computer Training Program

Monroe College Bronx, NY 1998

Associates Degree Computer Science

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