Allison Mordecai
Sanford,FL
Summary
Experienced professional with a strong background in customer interactions and service solutions. Skilled in conflict resolution, communication, and problem-solving to ensure maximum customer satisfaction and loyalty. Demonstrated ability to collaborate effectively within a team and adapt to changing needs while maintaining a strong focus on achieving efficient and empathetic service. Known for reliability and a proactive approach in meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Email Support Specialist
ID.me
10.2023 - 02.2025
- Assisted members via Zendesk and SendSafely to reset passwords, update MFA methods, and complete identity verification
- Processed name changes, discount verifications, and account updates while ensuring compliance with security protocols
- Troubleshot error messages and account access issues, providing clear solutions to customers
- Responded promptly and professionally to customer emails, ensuring a seamless support experience
- Maintained detailed records of customer interactions and escalated complex cases as needed
Customer Service Representative
ID.me
10.2023 - 02.2025
- Verified customer identities via Zoom sessions
- Reviewed documents for fraud and ensured compliance with verification standards
- Provided customer support by troubleshooting video issues via phone calls
- Maintained smooth communication with customers throughout the verification process
- Applied attention to detail to detect fraudulent activity
- Ensured high levels of customer satisfaction throughout all interactions
Technical Support Representative
Apple
04.2021 - 10.2023
- Provided technical support for Apple devices, troubleshooting software, hardware, and connectivity issues
- Assisted customers via phone and online support, diagnosing and resolving technical problems
- Guided users through system updates, device setup, and account recovery
- Documented and escalated complex issues to higher-level support teams when necessary
- Delivered exceptional customer service, ensuring quick and efficient problem resolution
Billing Specialist
WEX Inc.
09.2018 - 04.2021
- Assisted business clients with billing inquiries, payment processing, and account reconciliations
- Resolved discrepancies and disputes related to transactions, fees, and statements
- Provided support for business gas credit card accounts, ensuring timely and accurate payments
- Guided customers through invoice breakdowns, payment plans, and account adjustments
- Maintained detailed records of customer interactions and escalated complex billing issues as needed
- Delivered exceptional customer service, ensuring a smooth billing experience for business clients
Education
High School -
University High School
Orange City, FL05.2018
Skills
- Customer Service & Technical Support
- Identity Verification & Fraud Prevention
- Billing
- Invoicing & Payment Processing
- Technical Troubleshooting & Remote Assistance
- CRM & Ticket Management
- Multitasking & Time Management
- Compliance & Risk Assessment
- Data Entry & Documentation
- Attention to Detail & Process Optimization
- Communication & Problem-Solving
Timeline
Email Support Specialist
ID.me
10.2023 - 02.2025
Customer Service Representative
ID.me
10.2023 - 02.2025
Technical Support Representative
Apple
04.2021 - 10.2023
Billing Specialist
WEX Inc.
09.2018 - 04.2021
High School -
University High School
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