Celeste Akinwale
Lavon
Summary
Results-driven professional specializing in fraud analysis and dispute resolution, with experience at JP Morgan Chase. Demonstrated ability to enhance customer satisfaction through strategic planning and effective communication. Skilled in fostering team collaboration and ensuring regulatory compliance, leading to improved operational efficiency.
Overview
23
23
years of professional experience
Work History
Debit Card Fraud Specialist II
JP Morgan 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.
- Provide exceptional customer support during fraud case resolution, ensuring all concerns are addressed and clients fully understand the outcome.
- Maintained up-to-date knowledge of industry’s best practices and regulatory requirements, always ensuring compliance.
- Play a critical role in creating a positive work environment within the fraud department by fostering open-minded communication, supporting professional development opportunities, and promoting teamwork.
- Summarized all key information regarding the investigation into detailed report for delivery to client.
Billing Specialist and Offshore Trainer/Subject Matter Expert
Xerox Corporation
12.2002 - 05.2017
- Managed and resolved disputes/conflicts in high-stress situations effectively with external and internal customers while maintaining professionalism.
- 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 policies, procedures, best practices, coaching, and mentoring to offshore new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Fostered a positive customer service culture within the team which led to higher customer satisfaction rates.
- Increased efficiency and team productivity by promoting operational best practices.
Education
Certification - Business Administration and Management
Business Skills Training Center
Denton, TXSkills
- Fraud analysis
- Microsoft Office proficiency
- Team collaboration
- Regulatory compliance
- QuickBooks expertise
- Data analysis
- Custodian bank systems
- Dispute resolution
- Negotiation skills
- Client communication
Timeline
Debit Card Fraud Specialist II
JP Morgan Chase
10.2018 - Current
Billing Specialist and Offshore Trainer/Subject Matter Expert
Xerox Corporation
12.2002 - 05.2017
Certification - Business Administration and Management
Business Skills Training Center
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