Arion Joubert
Fort Worth,TX
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills. Systematic Admissions Associate with 12 years of experience. Skilled at customer service and problem-solving with exceptional critical thinking skills. Understanding of Microsoft and scheduling high-volume office functions. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Motivated customer service professional with proven record of building dynamic relationships and retaining clients. Highly effective in coaching peers while demonstrating exemplary communication skills. Senior Administrative Assistant knowledgeable about scheduling, calendar maintenance, event planning and customer service. Maintain high level of professionalism and efficiently handle appointment coordination. Punctual employee remaining composed in stressful situations and poised in busy settings. Offering background in customer service and engagement developed from dedicated work as Skycap for large commercial airport authority.
Overview
12
12
years of professional experience
Work History
Customer Service
Accenture
10.2021 - 06.2024
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Enhanced customer satisfaction by resolving complex claim issues in a timely and professional manner.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Collaborated with other departments to develop streamlined processes for sharing information related to unemployment claims.
- Improved the accuracy of claims data by regularly updating and maintaining electronic records.
- Supported management in policy development initiatives related to claim processing standards and best practices.
Customer Retention Agent
Realogy
02.2016 - 07.2020
- Developed comprehensive knowledge of company products and services to effectively address customer inquiries.
- Conducted regular follow-up calls with at-risk customers, ensuring their continued satisfaction and commitment to the company.
- Assisted in creating departmental goals focused on enhancing customer retention strategies throughout the organization.
- Increased upsell opportunities by identifying additional products or services that met individual clients'' needs.
- Implemented targeted retention campaigns that addressed specific customer segments based on their unique needs.
- Maintained accurate records of all interactions with clients, ensuring consistent follow-up actions were taken when necessary.
- Reduced cancellations through empathetic listening, understanding client needs, and offering tailored support.
- Utilized effective conflict resolution skills to diffuse tense situations, maintaining positive client relationships.
- Enhanced customer loyalty by proactively addressing concerns and providing personalized solutions.
- Improved customer retention rates by building rapport and establishing long-term relationships with clients.
Senior Fraud Specialist
Citigroup Inc
09.2012 - 03.2016
- Streamlined internal processes, reducing response times for suspected fraudulent activities.
- Monitored industry trends regarding financial crime threats and adapted mitigation strategies accordingly.
- Enhanced transaction monitoring systems for improved fraud detection and prevention.
- Led a team of fraud analysts, resulting in increased efficiency and case resolution rates.
- Developed comprehensive training programs to enhance the skills of junior fraud specialists.
- Recommended enhancements to existing controls for improved effectiveness in detecting fraudulent transactions.
- Educated employees on best practices for detecting and preventing financial crime incidents within the organization.
- Implemented new tools and technology to detect emerging fraud trends and patterns.
- Reduced fraud losses by implementing advanced detection techniques and strategies.
- Assisted in the development of innovative solutions for combating identity theft and account takeover attempts.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
Education
Biology
05.2026
Skills
- International Customer Service
- Proficient Customer Service
- Superior customer service
- Client management
- Data Analysis
- Performance monitoring
- Tech-Savvy
- Technical understanding
- Advanced Excel
- Report Preparation
- Knowledge of business operations
- MS Excel
- Process Improvements
- Customer Feedback Analysis
- Documentation skills
- Documentation abilities
- Persuasion techniques
- Customer Relations
- Performance Evaluation
- Decision-Making
- Microsoft Office
Timeline
Customer Service - Accenture
10.2021 - 06.2024
Customer Retention Agent - Realogy
02.2016 - 07.2020
Senior Fraud Specialist - Citigroup Inc
09.2012 - 03.2016
University of North Texas - , Biology