Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

APRIL COOK

San Antonio,TX

Summary

Results-driven specialist with extensive experience in leadership, planning, and problem-solving. Recognized for exceptional attention to detail, and a strong work ethic, consistently delivering high-quality outcomes. Demonstrates a customer-focused approach, with superior interpersonal skills, adept at addressing concerns and enhancing customer satisfaction. Committed to driving positive results through exceptional service delivery. Experienced and dependable general worker with a proven track record of efficiently completing tasks in various settings. Safety-conscious, with a strong work ethic, and the ability to adapt to different environments. Ready to contribute to a dynamic team and make a positive impact.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Credit Card Dispute/Debit Card Fraud Prevention Cross Skilled Specialist

J.P Morgan Chase
San Antonio, Texas Full Time 40 Hours
10.2023 - 10.2024
  • Managed over 11,900 calls related to credit card disputes, unauthorized transactions, and fraudulent activity, ensuring prompt investigation and resolution, while handling chargebacks, refunds, and inquiries in compliance with industry regulations and bank policies.
  • Handled more than 29,880 calls regarding debit card transaction monitoring.
  • Determined consumer needs to provide products and services appealing to larger market.
  • Delivered timely customer communications with clear dispute outcome explanations.

Tier 2 Online Banking Representative

PNC BANK
Remote, TX Full Time 40 Hours
03.2021 - 10.2023
  • Resolved more than 12,500 escalated inquiries related to online and mobile banking platforms in an average of 5-7 minutes per call from Tier 1 support.
  • Efficiently managed and solved various technical challenges including login difficulties and system discrepancies.
  • Enabled customers to navigate complex online banking activities like wire transfers and external payments.
  • Verified client identity by conducting thorough KYC and AML checks.

Customer Service Representative

Conduent
San Antonio, TX Full Time 40 Hours
11.2020 - 03.2021
  • Handled 597,600 calls as the first point of contact, providing support to clients’ customers by addressing inquiries and resolving complaints related to their accounts, with an average call time of 2 to 3 minutes per call.
  • Delivered one-to-one telephone support to applicants, beneficiaries, and enrollees, ensuring a high level of customer satisfaction, and resolving issues efficiently in customer service roles, managing back-to-back incoming calls.
  • Enhanced customer satisfaction ratings through prompt and accurate issue resolution.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Newborn Hearing Screener

Pediatric Methodist Hospital
San Antonio, Texas Part Time 30 Hours
10.2020 - 03.2021
  • Operated equipment for newborn auditory screenings, ensuring adherence to established protocols.
  • Recorded screening results in medical records and reporting systems.
  • Informed parents about screening procedures, results, and follow-up steps.
  • Ensured appropriate follow-up care by scheduling and coordinating appointments.
  • Established meaningful engagements with families requiring assistance for their children's hearing loss.

Education

High school diploma -

Sequoyah High School
Canton, GA
05-2020

Skills

  • Chargeback Process Oversight
  • Strong Client Interaction Skills
  • Transaction monitoring
  • KYC Regulatory Compliance
  • Proficient Problem Solving
  • Critical thinking
  • Creative Solution Development
  • Efficient Multitasking
  • Team Efficiency Enhancement
  • Active listening

Certification

Texas Department Of Insurance All Lines Adjuster License

References

References available upon request.

Timeline

Credit Card Dispute/Debit Card Fraud Prevention Cross Skilled Specialist

J.P Morgan Chase
10.2023 - 10.2024

Tier 2 Online Banking Representative

PNC BANK
03.2021 - 10.2023

Customer Service Representative

Conduent
11.2020 - 03.2021

Newborn Hearing Screener

Pediatric Methodist Hospital
10.2020 - 03.2021

High school diploma -

Sequoyah High School

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APRIL COOK