ADONIS CARR

Converted from Temp to Permanent April 2020

• Remote Web Support II agent
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Customer Service center for Golden Hippo's 20+ health, wellness, beauty, and pet care brands.
• Worked effectively in fast-paced environment and assisted with primarily emails and online chat team support.
• Gave great care to customers incoming questions, concerns, sales inquiries, and troubleshooting any issues the customers may be experiencing.
• Excellent communication skills, both verbal and written.

Temporary Assignment for Golden Bolt LLC / Golden Hippo

• Customer Service center for Golden Hippo's 20+ health, wellness, beauty, and pet care brands.
• Worked effectively in fast-paced environment and assisted with some inbound calls, but primarily emails and online chat team support.
• Gave great care to customers incoming questions, concerns, sales inquiries, and troubleshooting any issues the customers may be experiencing.

• Fast paced call center for American Express Platinum Cardholders.
• Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets for Airline, Hotel, and Car reservations.
• Organized memorable, exquisite, and multiple complex travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
• Responsible for all inbound customer inquiries and sales of travel packages through phone calls and emails.
• Built strong relationships with vendors to secure exclusive deals and special rates for clients.

• Evaluated customer data to identify and prevent fraudulent activities for the Retail Credit Card department.
• Responsible fro reviewing customers accounts for prevention and detection of possible fraud.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Received and handled both inbound/outbound calls and provided appropriate actions based on transaction characteristics of potential risk and validity.
• Reduced fraud losses by assessing risk levels, implementing effective fraud prevention strategies and monitoring systems which impacted the customer directly.
• Initiated both fraud claims and billing disputes when fraud activity has been confirmed.

REGISTRARS' OFFICE

• Data Entry for Undergraduate and Transfer student Admissions, primarily reviewing and entering transcript information.

MEDICAL DEPARTMENT

• Assisted IT Department with transferring, moving, and installation of all computer and office equipment. (PC, Phones, Fax Machines)
• Tested all equipment connections to the internal internet/wifi network as well as mad sure all was in proper working condition.

MAILROOM/TRANSPORTATION

• Primary mailroom function and responsibility was stuffing and boxing envelopes for shipment.
• Primary transportation responsibilities were the safety of students, faculty, staff, and guests at all main intersections of UCLA between dorms and main campus.
• Kept pedestrians and motor vehicle traffic in constant flow.

• Responsible for all inbound/outbound calls regarding any Customer Service/Tech Support issues for Credit Card and ACH Check processing.
• Provided information to all merchants/principals on new and current accounts for set up, pricing, new products offered, activations of POS/Payment gateways, as well as answering inquiries on daily activities on accounts.
• Built and set up training sessions for merchants on Payment Gateways for credit/debit card processing such as NMI and Authorize.Net as well as standalone face to face credit card terminals.
• Handled all shipping of products, equipment, and documents as well as shipment tracking thru all available couriers.

• Detected fraudulent activities by conducting thorough investigations and analyzing transactional data.
• Responsible for all inbound calls regarding current risk issues for both Credit/Debit card and ACH Check deposits and transfers.
• First call and primary resolution regarding risk/fraud holds and procedures, identity theft, and cardholder verifications.
• Main and initial contact for merchants regarding investigations proceedings, as well as providing accurate information and documents to all merchants/principals on accounts about our policies, procedures, and timelines for review when funds are withheld and released.

LEVEL 2 SUPERVISOR

• Responsible for answering inquiries of merchants in a High Volume, High Paced call center while identifying and containing all priority and escalated customer issues.
• Provided additional and superior service via phone, email, and faxes to all merchants regarding credit card processing.
• Assisted in building a positive rapport with merchants and sales agents to satisfy all questions, issues, and difficult situations.
• Monitored team moral, provided positive motivation , coaching, training, and further development when needed.

TECH SUPPORT REPRESENTATIVE/RESEARCH DEPT.

• Provided technical support for credit card terminals and Point of Sale (POS) operating systems in a high volume inbound call center.
• Built program files, downloaded in-house terminals for merchants, troubleshot all problems and issues with credit card transactions as well as assisted both merchant and sales agents with training of all products to be used for payment processing.

• Provided exceptional customer service for billing, as well as troubleshooting cable, internet, and telephony connectivity issues in a high volume call center.
• Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
• Scheduled technician appointment for potential, new, and current customer.
• Processed credits, payments, and adjustments for all customer accounts.
• Offered information and completed upsells for new and current promotional products regarding cable, internet and telephony services