Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Hi, I’m
Alexis Taylor
Customer service representative
Dallas,TX
Summary
Overview
3
years of professional experience
Work History
Sagility healthRemote
Customer Service Representative
07.2023 - Current
Job overview
- I help blue shield members with they're issues they're having change pcp and update information find a doctor and much more.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Genpact
Fraud Specialist
02.2021 - 04.2023
Job overview
- Determine action required based on established procedures to protect the Bank's assets; work with supervisor on handling more complex cases
- Place appropriate hold on accounts deemed to have fraudulent activity
- Track and document action taken in a timely and correct manner to provide a record of activity and meet audit and compliance requirements
- Communicate, in a professional manner, with customers, merchants, financial institutions, and other personnel to resolve system problems or request additional information and / or documentation to support a decision on whether fraudulent activity has occurred
- Assist in identifying and developing process enhancements to maximize efficiency of fraud detection activities as required
- Identify risk and prevent loss from fraud reports, referrals from fraud email box, and return items (multiple sources/platforms)
- Make sound subjective decisions to close risky relationships, place and remove restrictions on accounts, return ACH/cancel wires
- Investigate risk identified through new account filters from new account opening process
- Investigate check and ACH returns and rejects
- Review and investigate Fraud referrals
- Run and review pro-active risk reports, conduct research using third party data sources to validate monetary and non-monetary transactions
- Review established detection system-generated alerts to identify fraudulent activity related to merchant, check ACH, wire, digital banking, and account openings.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed transactions and receipts to identify any suspicious activity.
Education
University of Texas Charter SchoolsWaco, TX
High School Diploma
05.2019
University Overview
Skills
- Data Entry
- Call Management
- Payment Processing
- Customer Relationship Management (CRM)
- De-Escalation Techniques
- Software CRM System Proficiency
- Multi-Line Phone Talent
- Customer Service
- Live Chat Support
- Critical Thinking
- Call Center Operations
- Microsoft Excel
- Technical Support
- Computer Proficiency
- Call Center Experience
- Microsoft Office Suite
- Microsoft Outlook
Timeline
Customer Service Representative
Sagility health
07.2023 - Current
Fraud Specialist
Genpact
02.2021 - 04.2023
University of Texas Charter Schools
High School Diploma