ANJELICA WHITE
Clermont,FL
Summary
Customer support leader with over 10 years of experience delivering high-impact service across in-person, phone, and digital channels. Specializes in problem-solving, data analysis, and fraud investigation to enhance customer satisfaction and safeguard company assets. Proven ability to manage high-volume inbound calls while resolving conflicts, improving operations, and building lasting customer relationships. Skilled in CRM platforms including Zendesk and Salesforce, with strong command of Microsoft Office for efficient reporting and communication. Known for driving process improvements, mitigating risk, and developing high-performing teams through effective leadership, adaptability, and a solutions-focused mindset.
Overview
9
9
years of professional experience
Work History
Fraud Enforcement Specialist
Etsy
03.2022 - Current
- Monitor and analyze 100+ seller accounts daily to detect fraud patterns, assess delivery performance, and enforce account restrictions when necessary.
- Leveraged internal tools and business intelligence platforms to identify and investigate malicious behavior, safeguarding the company over $5M from fraudulent transactions.
- Provides practical recommendations to streamline operations.
- Partnered with the Training Team to develop and update comprehensive policy and procedure documents.
- Analyzed data to identify trends in noncompliance activity.
Lead, Customer Service
Vivify Health
09.2019 - 03.2022
- Collaborated with the Team Manager to lead and manage a team of 7-10 agents effectively.
- Conducted case documentation while addressing problems via phone using Zendesk and Jira.
- Provided expert troubleshooting and support for remote patient monitoring equipment over the phone, ensuring smooth operation and quick resolution of technical issues.
- Implemented and advocated for Quality Assurance measures, ultimately becoming a lead auditor for all phone agents.
- Distribute up to 60 cases and tasks each day to various support tiers based on necessity.
- Successfully diffused high-tension customer disputes.
Performance Support Specialist
Healthfirst
06.2019 - 09.2019
- Established strong connections through clear and interactive exchanges with both internal teams and external stakeholders.
- Developed strategic recommendations for management regarding staff performance.
- Contributed to the evaluation and refinement of Physician capitation records.
- Managed customer complaints through effective and professional one call solutions.
Senior Service Agent
Healthfirst
01.2017 - 06.2019
- Handled 30 to 40 high-volume calls daily, resolving account issues.
- Managed senior-level responsibilities in email and CRM execution.
- Co-developed a Senior Mentoring Program and organized mock interviews for career advancement.
- Fielded calls from state auditors.
Education
High School Diploma -
Olympia High School
Orlando, FL05-2007
Skills
- Zendesk
- Salesforce
- Microsoft Office
- Trend analysis
- Process improvement
- Risk management
- Conflict resolution expertise
- Team development
References
References available upon request.
Timeline
Fraud Enforcement Specialist
Etsy
03.2022 - Current
Lead, Customer Service
Vivify Health
09.2019 - 03.2022
Performance Support Specialist
Healthfirst
06.2019 - 09.2019
Senior Service Agent
Healthfirst
01.2017 - 06.2019
High School Diploma -
Olympia High School
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