Asaiah Hawkins
Customer Service Executive
El Paso,TX
Summary
Personable and dedicated Customer Service Representative with a proficient experience in the customer service industry. Team oriented personality with an upbeat positive attitude with skills in establishing rapport with clients. Motivated to mainstain the customers satisfaction and contribute to company sucess. Specialize in quality, speed and process optimization. Articulate, ethusiactic and results-oriented with demonstration passions for building relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Fraud Specialist
Discover Financial
El Paso, TX
04.2022 - 02.2023
- Determined existing fraud trends by analyzing accounts and transaction patterns.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Analyzed and reviewed confidential and highly sensitive investigative material concerning various parties.
- Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
- Served as primary contact for fraud claim inquiries.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
Key Holder/Sales Associate
Seventh Sense Botanical Therapy
Las Vegas, Nevada
12.2020 - 02.2022
- Carry keys and alarm codes; open and close store, disarm and arm alarm system
- Oversee cleaning, maintenance, and deliveries staff outside of regular business hours
- Perform and supervise daily procedures
- Maintain a tidy and organized entrance area
- Monitor and assist cashiers and other retail staff; assign daily duties
- Train and support new team members
- Provide customer-focused service; welcome customers to the store and assist them with requests
- Perform product demos and explain product features to customers
- Handle managerial tasks when the general and assistant managers are unavailable
- Manage bank deposits, balance point of sale drawers and safe
- Check and respond to email and phone messages
- Manage paperwork and tend to other office tasks
Financial Crimes Specialist
Wells Fargo
Las Vegas, Nevada
01.2019 - 10.2020
- Investigated 140+ criminal acts per week, including fraud and non-fraud acts
- Managed surveillance of individuals, specific properties and events
- Reviewed, verified and identified customer transactions to detect and prevent financial crimes activities
- Maintained files, records, databases and prepared routine management reports
- Performed general accounting handling functions such as closing accounts and placing accounts on hold
Front Desk Agent and Night Auditor
Quality Inn and Suites
Phoenix, Arizona
11.2017 - 01.2019
- Checking guests in and out
- Receiving and managing reservations made online and telephonically
- Verifying guests' payment methods during check-in
- Assigning rooms to guests and informing them of any specials offered by the hotel
- Organizing transport services for guests at their request
- Providing guests with information about the hotel
- Keeping hotel financial records in order
- Processing invoices, transactions, room charges, refunds, etc
- Preparing and distributing employee checks
- Verifying that all accounts are balanced and supported by documentation.
Customer Service Representative
Wells Fargo
Phoenix, Arizona
03.2017 - 11.2017
- Custo e Se ce ep ese tat e, Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Reviewed customer data to assess current issues and determine potential solutions
- Reviewed account and service histories to identify trends and issues
- Consulted with customers to determine best methods to resolve service and billing issues
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Answered 30+ inbound calls per day and directed to designated individuals or departments
- Documented conversations with customers to track requests, problems and solutions
- Addressed customer service inquiries quickly and accurately.
Lead Supervisor
Kmart
Phoenix, Arizona
08.2015 - 02.2017
- Making sure employees that report to you meet performance expectations
- Giving instructions or orders to subordinate employees
- Ensuring that the work environment is safe, secure and healthy
- Meeting deadlines
- Approving work hours
- Ensure great customer service at all levels
- Understanding of planning, shipping, management, and inventory systems
Team Leader/Trainer
Jack, Box
Phoenix, Arizona
01.2013 - 08.2016
- Role model behavior that motivates and inspires others
- Train team members and provide continuous support and coaching
- Demonstrate a strong awareness and concern for food quality and safety
- Enjoy working in a fast-paced and high energy environment
- Are able to perform basic administrative duties that require shifting priorities
- Will act as the first-line operational supervisor responsible for training and leading team members in providing a great guest experience.
Education
Primavera Online High School
05.2015
Some College (No Degree) - General Studies
College of Southern Nevada
Las Vegas, NVSkills
- Fraud and Anomaly Analysis
- Risk Level Determination
- Account Information Review
- Verbal and Written Communication
- Good Work Ethic
- Problem Resolution
- Computer Skills
- Flexible Schedule
- Conflict Resolution
- Active Listening
- Team Management
- Microsoft Office
- Team Building
- Relationship Building
- Customer Service
- Supervision & Leadership
- Credit Card Payment Processing
- Creative Problem Solving
- Building Customer Trust and Loyalty
- CRM Software
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Call Documentation
- Customer Account Management
- De-escalation Techniques
- Call Center Operations
Timeline
Fraud Specialist
Discover Financial
04.2022 - 02.2023
Key Holder/Sales Associate
Seventh Sense Botanical Therapy
12.2020 - 02.2022
Financial Crimes Specialist
Wells Fargo
01.2019 - 10.2020
Front Desk Agent and Night Auditor
Quality Inn and Suites
11.2017 - 01.2019
Customer Service Representative
Wells Fargo
03.2017 - 11.2017
Lead Supervisor
Kmart
08.2015 - 02.2017
Team Leader/Trainer
Jack, Box
01.2013 - 08.2016
Primavera Online High School
Some College (No Degree) - General Studies
College of Southern Nevada