Tamechia Patterson
Richmond,Virginia
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
HSN, Home Shopping Network
09.2024 - Current
- Improved customer satisfaction by addressing inquiries and resolving issues promptly.
- Conducted follow-up calls, fostering client relationships and answering questions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Demonstrated versatility, working on various types of retail spaces including boutiques, supermarkets, and department stores.
- Assisted in driving sales growth through upselling treatments, packages, and retail products to clients.
Fraud Specialty Operations
CAPITAL ONE
03.2008 - Current
- Analyze credit card disputes and fraud back office money movement
- Execute moving money to appropriate ledgers to even balances
- Attend meetings weekly for business process and procedures
- Review dispute and fraud claims after case has closed
- Investigate the money movement from start to finish of the cases
- Movement as needed to correct balances
- Communicate with customers when changes had been made
AML Investigator II
CAPITAL ONE
09.2019 - 08.2022
- Responsible for managing suspicious case work in a timely manner
- Execute a variety of task in support of the conduct of the investigations
- Escalate cases and issues as appropriate for advanced investigation and analysis
- Responsible for completing investigation alerts for card and banking each week in a timely manner
- Review alerts from start to finish and determine the level of the activity
- Gather a series of documents to support the investigation
- Summarize, in writing, suspicious activity for advanced investigation
- Assist with filing of suspicious activity report
Fraud Specialty Operations
CAPITAL ONE
06.2018 - 09.2019
- Responsible for recovering funds before the charge off date
- Responsible for updating inaccurate reporting of adjustments and reporting which ledger the funds on being taking out of or added to
- The cases are required to be handled within predetermined time frames as a new report comes out every week
- Responsible for four jobs in this area
- Fraud compliance report
- Mismatch report (money movement)
- Fraud settlement mailbox
- Chordiant case low balance queue
- Review the cases in full, from start to finish to see were the error and/or errors derived from and perform remediation as well as provide feedback to the agent who made the error if applicable
- While lending into this complex fraud specialty queue, I still maintain the functions in my core role
- Hold daily stand up meetings to discuss current work progress and if any roadblocks
Fraud Detection Coordinator
CAPITAL ONE
10.2011 - 06.2018
- Analyze credit card transactions to determine if fraudulent activity has occurred on customer accounts
- Follow-up with customers to explain fraud process and notate accounts thoroughly
- FDO Finest award recipient, recognized for department for accuracy in case work and high-quality assurance score
- Recognized by leadership as a Peer Coach to coach 2-3 agents and provide side by side instruction to improve performance and overall metrics
- Resulted in a 10% improved performance in both individual and team performances
- Selected as a subject matter expert (SME) to assist in the new hire training class to help our new agents align with the department
- Monitor calls/case work for business intent/regulatory to coach agents on appropriate information
Fraud Resolutions (Lend)
CAPITAL ONE
09.2017 - 11.2017
- Reviewing and investigating lost/stolen reports
- Keying charge backs, rebills and writes offs on transactions after investigating reports
- Reviewing and making decisions on representment documentations submitted by merchants
Horizontal Ops Agile (Internship)
CAPITAL ONE
08.2017 - 11.2017
- Directly handle most of the task assignment, daily detail management, progress reporting and quality control for the product
- Design, implement and manage complex integration, software development and architecture projects
- Management of timelines and budgets
- Research to forecast and prepare future agile projects
- Completed Story writing Agile class
Fraud Account Supervisor
CAPITAL ONE
10.2010 - 10.2011
- Received inbound calls from customers assisting them with identity fraud, transactions fraud and payment fraud
- De-escalating calls when needed, turning a negative situation into a positive situation
- Received top 10% ROAR (Recognition of top performance) recognition award in the 3rd quarter of 2011
- Selected as a on the morale team to come up with several of ideas to boost the department spirit and help agents to feel happy within the department
Collections
CAPITAL ONE
03.2008 - 10.2010
- Worked on an outbound/inbound phone dialer informing customers of overdue accounts and working with customers for payment arrangements, also educating customers of their credit bureau reporting
- Received top 5% Star among Stars (Recognition of top performance) JRC winner award in 2009
Education
Associate of Applied Science - Medical Administrative Assistant
Bryant & Stratton College
Richmond, VirginiaBachelors of Applied Science - Healthcare Services
Bryant & Stratton College
Richmond, VirginiaSkills
- Data Analytics
- Critical Thinking
- Team Building
- Exceptional Written Communication
- Conflict Resolution
- Priority Management
- Problem-solving skills
- Customer support
- Customer service
- Verbal and written communication
- Data entry
- Inbound phone calls
- Resolving issues
Timeline
Customer Service Representative
HSN, Home Shopping Network
09.2024 - Current
AML Investigator II
CAPITAL ONE
09.2019 - 08.2022
Fraud Specialty Operations
CAPITAL ONE
06.2018 - 09.2019
Fraud Resolutions (Lend)
CAPITAL ONE
09.2017 - 11.2017
Horizontal Ops Agile (Internship)
CAPITAL ONE
08.2017 - 11.2017
Fraud Detection Coordinator
CAPITAL ONE
10.2011 - 06.2018
Fraud Account Supervisor
CAPITAL ONE
10.2010 - 10.2011
Fraud Specialty Operations
CAPITAL ONE
03.2008 - Current
Collections
CAPITAL ONE
03.2008 - 10.2010
Bachelors of Applied Science - Healthcare Services
Bryant & Stratton College
Associate of Applied Science - Medical Administrative Assistant
Bryant & Stratton College
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