Blaine Breeden
Tampa,FL
Summary
Help Desk Representative with proven track record in high productivity and efficient task completion. Expertise in troubleshooting, technical support, and customer service management. Strong communication, problem-solving, and time management skills ensure exceptional user support and system functionality. Dedicated to improving user experience through swift issue resolution and proactive system monitoring.
Overview
8
8
years of professional experience
Work History
Help Desk Representative (Lead)
Velera (Formerly PSCU)
10.2022 - Current
- The main responsibility is to help the Fraud Detection agents with questions about their calls, and to take escalated calls if a member requests to speak with a supervisor.
- I also take regular calls if our call queue is getting too high.
- I review accounts under travel notices to determine if suspected activity is travel-related.
- I delete activation tokens like Apple Pay, Google Pay, and Samsung Pay from closed cards.
- I also help other Help Desk Leads if they post questions about the accounts they are working on in our Teams chat.
- Facilitated training sessions for new employees to enhance the onboarding experience.
Fraud Detection Representative
Velera (Formerly PSCU)
St. Petersburg (remote), FL
06.2021 - Current
- Assisting cardholders and members with their credit and/or debit cards, going over recent transactions, and submitting fraud reports for possible fraudulent transactions.
- Communicate with financial institution employees on behalf of the member regarding possible fraud on credit and debit cards.
- I use analytic skills to determine if an inbound caller could be an active fraudster.
- I am responsible for reporting possible fraud trends on cardholders' cards.
- I also help with new hires for outbound and inbound nesting to prepare them for when they are on the phone by themselves.
- I conduct side-by-sides with fellow team members to help provide insight and helpful advice to help them improve in the role they're currently in.
- Promoted in October 2022.
Customer Service
Ashley Furniture
Tampa, FL
11.2020 - 04.2021
- Handled calls from customers who are awaiting delivery, calling to report damages or defects, general questions, and order modifications.
Customer Service
Marriott Vacation Club
Lakeland, FL
10.2019 - 04.2020
- I received mail from owners selling their timeshares back to us, handled phone calls from those owners and sometimes brokers, and I had to file the mail, process it, and pass it to the audit team so they could send it to the closers.
- I handled faxes from those customers, as well.
Customer Service Representative
FedEx Services
Lakeland, FL
05.2018 - 10.2019
- I handled incoming calls from customers looking to track their package(s), have a pickup for their package(s), trace any issues with their packages, and hold their packages for pickup.
- I was a subject matter expert for new hires starting in May 2019 because I had outstanding call metrics for being there for a year, and I was extremely knowledgeable about our responsibilities, software, and call flow.
- My manager also let me help set up workstations for the new hires.
Retention Agent (Sirius XM)
Results Companies LLC
Winter Haven, FL
07.2017 - 05.2018
- I was responsible for handling customers calling in to cancel their subscription, and I would have to sell promotions for them to stay.
- I was also responsible for activating the service in newly purchased vehicles.
- I was in the top three sales numbers for two consecutive weeks.
- Sirius XM placed me in a test group to test different scripts because of my sales numbers and call times.
Education
Highschool Diploma -
Lake Region Highschool
Eagle Lake, FLEagle Lake, FL
Skills
- Customer service and support
- Fraud detection and prevention
- Escalation handling
- Problem-solving aptitude
- Call center operations
- Subject matter expertise
- Customer retention strategies
- Microsoft Office proficiency
- Office administration skills
- Fast-paced environment adaptability
Timeline
Help Desk Representative (Lead)
Velera (Formerly PSCU)
10.2022 - Current
Fraud Detection Representative
Velera (Formerly PSCU)
06.2021 - Current
Customer Service
Ashley Furniture
11.2020 - 04.2021
Customer Service
Marriott Vacation Club
10.2019 - 04.2020
Customer Service Representative
FedEx Services
05.2018 - 10.2019
Retention Agent (Sirius XM)
Results Companies LLC
07.2017 - 05.2018
Highschool Diploma -
Lake Region Highschool