Celeste Akinwale
Lavon
Summary
Dynamic Fraud Recovery Specialist with a proven track record at JPMorgan Chase, excelling in fraud analysis and dispute resolution. Enhanced customer satisfaction through effective communication and compliance with industry regulations. Recognized for fostering teamwork and mentoring new hires, contributing to a positive work environment and improved service delivery.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Debit Card Fraud Specialist II
JPMorgan Chase
10.2018 - Current
- Streamlined the process for handling disputed transactions, resulting in faster resolutions and improved customer experience.
- Enhanced customer satisfaction through prompt resolution of reported fraudulent transactions and clear communication with clients.
- Provided exceptional customer support during fraud case resolution, ensuring all concerns were addressed and clients fully understood the outcome.
- Maintained up-to-date knowledge of industry best practices and regulatory requirements, ensuring compliance at all times.
- Played a critical role in creating a positive work environment within the fraud department by fostering open communication, supporting professional development opportunities, and promoting teamwork.
- Summarized all key information regarding investigation into detailed report for delivery to client.
Customer Service Representative
Xerox
12.2002 - 05.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
Education
No Degree - Business Administration And Management
Business Skills Training Center
Denton, TX06-1991
Skills
- Fraud analysis
- Dispute resolution
- Team collaboration
- Client communication
- Regulatory compliance
- Customer service
- Data analysis
Certification
Business Office Administration Certification
Timeline
Debit Card Fraud Specialist II
JPMorgan Chase
10.2018 - Current
Customer Service Representative
Xerox
12.2002 - 05.2017
No Degree - Business Administration And Management
Business Skills Training Center
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