Casey Jones
Las Vegas,NV
Summary
Polite and professional call center agent. Successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Telus International
Las Vegas, NV
01.2024 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Fraud Agent
TTEC
Las Vegas, NV
11.2022 - 12.2023
- Served as a subject matter expert within the organization, providing guidance and support to colleagues in matters relating to fraud prevention and detection.
- Maintained detailed records of all investigations, ensuring compliance with company policies and regulatory requirements.
- Streamlined the dispute resolution process by automating certain tasks, improving efficiency and reducing response times.
- Identified patterns in fraudulent activities by analyzing large data sets, leading to proactive countermeasures against emerging threats.
Call Center Personal Banker
RDI Corporation
Henderson, NV
09.2020 - 07.2021
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Enhanced customer satisfaction by effectively addressing and resolving banking inquiries.
- Resolved complex customer issues through careful research, problem-solving skills, and collaboration with internal departments when necessary.
- Fostered strong relationships with clients by attentively listening to their concerns, demonstrating empathy, and offering appropriate solutions or escalations when required.
Collector
PRA Group
Henderson, NV
10.2019 - 03.2020
- Collaborated with team members to achieve monthly targets, promoting a positive work environment and boosting overall productivity.
- Contacted customers to discuss payment schedules and set up or immediately process payments.
- Reduced outstanding debts by implementing strategic collections tactics and maintaining open lines of communication with customers.
- Streamlined debt collection processes for increased efficiency in the workplace.
Education
High School Diploma -
Foothill High School
Henderson, NV06.2013
Skills
- Technical/Product Troubleshooting
- Customer service expert
- Call Center Operations
- Call Management
- Ticket management
- Problem-Solving
- Banking Procedures
- Computer Skills
- Customer Data Confidentiality
- Relationship Building
- Conflict Mediation
Timeline
Technical Support Representative
Telus International
01.2024 - Current
Fraud Agent
TTEC
11.2022 - 12.2023
Call Center Personal Banker
RDI Corporation
09.2020 - 07.2021
Collector
PRA Group
10.2019 - 03.2020
High School Diploma -
Foothill High School