Experience

REM Waste Management

• United Kingdom
• Air, Water, and Waste Program Management
• 1 - 100 Employee

• Customer Support Specialist

  • May 2021 - Present



McKeown Professional Associates

• Brighton, United Kingdom

• Admin Assistant

  • May 2018 - Jan 2021

  1. Administrative support ensures efficient operation of the office 2. Supports practitioner psychologists and colleagues through a variety of tasks related to organization and communication 3. Responsible for confidential and time sensitive material 4. Familiar with a variety of the concepts and procedures 5. Ability to effectively communicate via phone and email ensuring that all Administrative Assistant duties are completed accurately and delivered with high quality and in a timely manner 6. Rely on experience and judgment to plan and accomplish goals Show less



Cloudstaff

• Australia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Executive Services Specialist II

  • Mar 2018 - May 2018

  Works as Fraud Specialist for Live Group, an Australian-based company (eftpos) -Monitors real time queues and identifies high risk transactions within the business portfolio. -Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks. -Resolves queued transactions within the service level agreements to reduce potential revenue losses. -Interacts with banks and customers to validate information and to confirm or cancel authorizations. -Determines existing fraud trends by analyzing accounts and transaction patterns. -Generates suspicious activity reports and risk management reports for Managers. -Reviews client applications for Live eftpos. Show less



Convergys

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

• Technical Support Specialist | Dell October 2015 - Present

  • Oct 2015 - Mar 2018

  -Provides first-level technical support on Dell supplied products and/or peripherals using documented procedures and available tools -Provides first-level technical support on Dell Supplied software and applications to the point of installation and basic use, or to the level of service appropriate to the warranty offered on the product -Uses troubleshooting techniques and tools to identify technical defects/issues Actively supports the customer in all aspects through to problem resolution, keeping the -customer informed and updated throughout life of incident -Maintains knowledge of Dell's product line and service offerings along with future industry products and technologies -Attends required technical training sessions and makes effective use of assigned lab time Complies with schedule adherence to ensure overall service level targets are achieved -Identifies and provides input on unique or recurring customer problems Show less



Clearwire Communications LLC

• Telecommunications
• 1 - 100 Employee

• Customer Service Representative

  • Oct 2014 - Oct 2015

  -Process Billing issues through phone in the most efficient and fastest manner. -Makes sure that performance goal targets every quarter has been achieved. -Meets all the key result in areas of the Billing Department. -Coordinates with other consultants from different levels to make sure information is updated and billing issues are addressed. -Researches on topics and billing issues being rolled out on the basis to his/her supervisor. -Gives valuable input to the supervisor every pre-shift meeting. -Works hard to maintain or exceed goals set by management every quarter. -Deals with members directly to provide the right solutions to their inquiries. -Works toward a certain goal set by the management based on performance. Show less



Stream Global Services

• United States
• Outsourcing/Offshoring
• 700 & Above Employee

• Fraud Specialist | AOL ( America Online)

  • Dec 2006 - Oct 2014

  - Secure accounts to avoid fraudulent usage; secure credit cards from unauthorized charges. - Support all client platforms (AOL, CS2000, Target, Walmart and Netscape) -Enter a variety of information into various databases while processing actions on accounts. -Contact members' financial institutions to resolve billing problems. -Continually seek and report issues that may cause violations of policies or member dissatisfaction. - Use effective communication skills to provide top-notch customer service to internal and external customers. -Support AOL phone reps with escalated calls to Fraud, providing feedback to the phone rep’s supervisor regarding the reps performance. - Handle escalated calls and research situations from other sites. - Contact Member’s financial institution to resolve billing problems. - The ability to probe and identify anomalies and unusual or fraudulent activity. - Able to evaluate products and processes for potential areas of fraudulent activities Show less



America Online Member Services Philippines ( AOL)

• Clarkfield, Pampanga

• Member Operational Support Team Analyst

  • Jul 2005 - Dec 2006

  Identify, research and verify new AOL and CompuServe problems and resolutions. · Be able to multi task. · Support all client platforms (currently, AOL, CS2000 and Classic) · Interact with fellow team members to solve problems. · Contact members' financial institutions to resolve billing problems. · Solve simple to moderately complicated problems requiring some independent thinking. · Serve as an individual contributor as well as team member. · Provide articulate opinion and help guide work unit. · Use communication skills to provide top-notch customer service to internal and external customers. · Interact internally/externally on a daily basis to achieve department/work unit goals. · Possess excellent follow-through skills. · Receptive to special projects. Show less



America Online Member Services Philippines (AOL)

• Clarkfield, Pampanga

• Customer Care Specialist ( Chat)

  • Jan 1999 - Jul 2005

  - Provides the best and the fastest customer satisfaction to members online ( chat) and in Swift mails. -Process Swift Mails of the Billing Department in the most efficient and fastest manner. -Makes sure that performance goal targets every quarter has been achieved. -Meets all the key result in areas of the Billing Department. -Coordinates with other consultants from different levels to make sure information is updated and billing issues are addressed. -Researches on topics and billing issues being rolled out on the basis to his/her supervisor. -Gives valuable input to the supervisor every pre-shift meeting. -Works hard to maintain or exceed goals set by management every quarter. -Deals with members directly to provide the right solutions to their inquiries. -Works toward a certain goal set by the management based on performance. Show less