Experience

Bloom Insurance

• Canada
• Insurance
• 1 - 100 Employee

• Licensed Insurance Agent

  • Sep 2023 - Present



Concentrix

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Meta Support Pro

  • Sep 2022 - Sep 2023

  In this support role I assisted clients and internal teams to streamline resolution time as much as possible. Simultaneously, I maintained direct contact with clients via email in order to push resolution and make all sides aware of the process. Additional tasks include: - Serve as informational liaison between clients and back end engineering teams - Conduct Independent Research of Internal Knowledge Base Systems Correctly and Efficiency to Assist Resolution Process - Worked Closely with Commercial Business Clients to Facilitate Successful Ad Performance. - Provide Professional, Timely. and Accurate Client Contact via Email Correspondence. - Maintain Compliance with Company Policies, Especially in regards to Sensitive Data - Maintain Current Knowledge of Internal Databases and Procedures to ensure accuracy and efficiency - Manage Client Satisfaction through Resolution Process by Maintaining Regular Contact and Update - Streamline Resolution Process by Identifying and Attaching Potential Solutions to ease Back Office Workload - Learn and Utilize Internal Processes and Procedures to Perform Daily Tasks Correctly - Perform Data Entry by Maintaining Activity Record throughout Resolution Process - Collaborate with Internal Subject Experts to Provide Accurate Information - Maintain Compliance with Company Policies, Especially in regards to Internal Data Show less



PayPal

• United States
• Software Development
• 700 & Above Employee

• Fraud Analyst

  • Nov 2021 - Aug 2022

  During my time at PayPal, I provided support to customers on an inbound basis via phone. I performed this function specifically within the fraud department. In this role via email, chat, and phone as well, before becoming a team lead. My main function was to file disputes on behalf of customers. Other positional expectation included: - Maintain Applicable Policies to Determine the Outcome of Disputes and Customer Inquiries - Acquire and Utilize a working knowledge of internal systems and procedures. - Maintain current knowledge of products, services, and updates in order to Resolve and Explain Customer Inquiries - Maintain Professionalism and Company Image by Interacting Tactfully with Customers - Utilize Internal Procedure and Sources to Locate and Relay Information - Identify Fraudulent transactions by performing appropriate Fraud and Dispute case analysis - Perform proper review and disputed Investigation process by collecting sufficient information in order to mitigate losses. - Create, Update, and Close tickets submitted, using the predetermined policies - Assist Customers on an inbound Basis at High Volume to Provide Information Regarding Account Status Show less



SYKES

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Specialist

  • Jan 2020 - May 2022

  As A technical support agent, I provided support to customers via inbound calls in a high volume call center environment. I also served as internal support for novice agents as a SME, and eventually became Team Leader of 14 agents. Detailed Responsibilities Include: - Meticulous Data Entry to ensure proper documentation of the conversion and reason for client contact. - Maintain Applicable Policies to Determine the Outcome of Customer Inquiries - Acquire and Utilize a working knowledge of internal systems and procedures. - Explained benefits, features and recommendations to maximize client retention. - Manage and Track Performance for Assigned Team of Agents in order to assure Customer Satisfaction and Quality. - Provide Additional Support to other agents via internal communication such as chat, Remote listening, and call reviews.. - Assist Customer Retention Efforts by De-Escalating and Resolving Supervisor Request inquiries via Phone and Email Contact. - Plan, Schedule, and Coach agents Assigned to me on a daily basis in order to improve or maintain team metrics Show less