Antonio Drake
Plano,TX
Summary
Results-driven professional specializing in customer service and fraud prevention, driving operational efficiency and customer satisfaction. Skilled in mentoring teams and utilizing data analysis to refine procedures, ensuring alignment with company objectives and fostering a culture of continuous improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Advocate
Toyota Financial Services
02.2025 - Current
- Managed high-volume inbound and outbound customer interactions regarding account maintenance, payment processing, loan servicing, and transaction support while ensuring accuracy and timeliness.
- Delivered professional customer service to customers, dealerships, and third-party partners via phone, email, and written correspondence, ensuring strong communication standards.
- Provided real-time coaching, guidance, and performance feedback to new recruits on customer interaction, call handling, system navigation, and company procedures while collaborating with leadership and trainers to ensure onboarding success.
- Mentored and supported newly hired team members during nesting phase, facilitating smoother transition from training to production.
- Maintained accurate records of customer information using Salesforce and other software applications.
Fraud Specialist III
JP Morgan Chase
Plano, USA
11.2022 - 01.2025
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Identified operational and performance issues and worked with managers to resolve concerns.
- Coached team on company policies, procedures, and best practices to enhance operational efficiency, and employee productivity.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Enforced company policies, addressed coworker inquiries, and trained new personnel.
- Supported core pillars of operation: coaching, quality, policy, and market tasks.
Quality Support Analyst
Genpact LLC
Richardson, USA
11.2017 - 10.2022
- Collaborated with internal teams to resolve fraud cases promptly, minimizing potential losses.
- Developing and implementing fraud prevention strategies to mitigate risk and protect customers against
- Analyzing complex data sets to identify patterns and trends, which may indicate fraudulent activity
- Maintained accurate records and documentation of fraud investigations, ensuring compliance and traceability.
- Provided one-on-one support to team members and managers, facilitating continuous improvement initiatives.
- Communicated effectively with customers, bank associates, managers, and law enforcement agencies.
Customer Service Specialist
Aqua Tots
Murphy, USA
02.2014 - 10.2017
- Delivered exceptional service to new and returning customers by addressing concerns and implementing tailored solutions.
- Communicate effectively with potential and existing customers
- Evaluated customer needs and recommended products and services to increase sales opportunities.
- Facilitated customer payments and established payment plans to enhance account management.
- Answering sales calls and conducting tours
- Enrolling customers in swim lessons and managing the lesson schedules
- Monitored quality control standards during customer interactions.
Education
Associate of Arts - Performing Arts
KD Conservatory College of Film And Dramatic Arts
Dallas, TXSkills
- Customer Relationship Management
- Client Engagement
- Conflict Resolution
- Professional Communication
- Cross-Functional Communication
- Problem Solving
- Time management
- Team coaching
- Leadership development
- Content Management Expertise
- Data privacy
- Public speaking
Certification
- Business Communication Certification
- Leadership Development Program
- Emotional Intelligence in Leadership Training
- Peter Mentor & Nesting Support Certified
- Account Resolution & Customer Retention Training
Timeline
Customer Care Advocate
Toyota Financial Services
02.2025 - Current
Fraud Specialist III
JP Morgan Chase
11.2022 - 01.2025
Quality Support Analyst
Genpact LLC
11.2017 - 10.2022
Customer Service Specialist
Aqua Tots
02.2014 - 10.2017
Associate of Arts - Performing Arts
KD Conservatory College of Film And Dramatic Arts