Andrew Shores
Columbus,GA
Summary
Proven track record in enhancing customer loyalty and resolving complaints at Green Dot Bank, demonstrating exceptional problem-solving abilities and computer proficiency. Skilled in fraud analysis with TSYS, significantly reducing fraud losses through advanced data analytics. Collaborates effectively across teams, emphasizing critical thinking and active listening to achieve project goals and improve satisfaction rates. I aim to seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Green Dot Bank/Apple Cash - Powered by Concentrix
10.2022 - 06.2024
- 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.
- Educated customers about payment processing and support policies and procedures.
- Responded to customer requests for products, services, and company information.
Agency Complaints Specialist
Green Dot Bank - Powered by Concentrix
12.2021 - 09.2022
- Managed customer complaints submitted to the Federal Reserve Board.
- Submitted written response to complaints while meeting a mandatory deadline.
- Investigated and communicated with other departments to gather information related to resolving customer's issue.
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time.
Fraud Analyst
TSYS
01.2018 - 12.2021
- Evaluated customer data to identify and prevent fraudulent activities.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Maintained up-to-date knowledge of regulations related to fraud prevention, ensuring compliance with relevant laws and guidelines.
- Led efforts to recover funds lost due to fraudulent activities, liaising with affected parties for optimal resolution.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Education
High School Diploma -
Northside High School
Columbus, GA05.2005
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Computer Proficiency
Timeline
Customer Service Representative
Green Dot Bank/Apple Cash - Powered by Concentrix
10.2022 - 06.2024
Agency Complaints Specialist
Green Dot Bank - Powered by Concentrix
12.2021 - 09.2022
Fraud Analyst
TSYS
01.2018 - 12.2021
High School Diploma -
Northside High School
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