Cheyenne Watford
San Antonio
Summary
Encouraging manager and analytical problem solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship building skills. Proficient in using independent decision making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale building abilities to enhance employee engagement and boost performance.
Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Solutions Specialist
Charter Spectrum
12.2025 - 04.2026
- Increased client retention through personalized attention and proactive problemsolving.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Fraud Specialist
Citi Bank
01.2025 - 11.2025
- Served as the first point of contact for customers reporting suspicious activity or fraudulent transactions.
- Guided customers through the fraud claim process, ensuring clarity, reassurance, and compliance with bank procedures.
- Documented claim details accurately while maintaining confidentiality and data security.
- Partnered with fraud investigation teams to expedite claim handling and ensure fair outcomes for customers.
- Delivered consistent, high-quality service in high-volume environments while meeting performance and compliance metrics.
FRAUD SPECIALIST
Jp Morgan Chase
06.2022 - 08.2024
- Investigated and analyzed complex financial transactions for evidence of fraud
- Performed data analysis to identify patterns or trends indicative of potential fraudulent activity
- Reviewed customer accounts, documents and electronic records to detect suspicious activities
- Provided training to staff members on detecting, reporting and preventing fraudulent activities
- Identified areas for improvement in existing processes related to fraud prevention
- Maintained an up-to-date knowledge of relevant laws, regulations, industry practices and best practices relating to fraud prevention
- Served as primary contact for fraud claim inquiries
- Made recommendations for closing accounts and performed associated follow-up.
ACCOUNT AND SALES MANAGER
Aaron's Sales and Lease
11.2020 - 06.2022
- Developed and implemented strategic plans to increase sales and market share
- Created, organized, and managed marketing campaigns for various products
- Analyzed customer data to identify trends and target potential customers
- Maintained relationships with existing clients while targeting new ones
- Designed promotional materials such as brochures, flyers, catalogs
- Implemented strategies to maximize profits through effective cost control measures
- Provided training to sales staff on product knowledge and selling techniques
- Developed reports on customer feedback and provided insights into areas of improvement
- Contacted customers to discuss and resolve past due accounts
- Negotiated repayment terms with customers in accordance with company policy
- Researched account information to ensure accuracy of records
- Monitored delinquent accounts for timely payment resolution
- Followed up on promises made by customers regarding payments or settlements
- Reasoned with customers and attempted to negotiate full balance payments
- Received payment and posted to appropriate customer accounts
- Processed payments over phone and set up recurring drafts.
CONTENT MODERATOR
TaskUs
12.2018 - 11.2020
- Reviewed content for compliance with internal policies and procedures
- Monitored user-generated content for violations of community standards
- Ensured adherence to company guidelines while moderating online forums and social media sites
- Collaborated with other teams within the organization to address issues quickly
- Applied knowledge of relevant laws, regulations, and industry best practices when making decisions about content moderation.
Managing Spa Coordinator
Escapes Massage Therapy
04.2017 - 11.2018
- Oversaw daily spa operations, ensuring seamless client experiences and efficient team coordination
- Managed scheduling, payroll, and performance for estheticians, massage therapists, and front desk staff
- Maintained a high standard of guest service, resulting in increased client satisfaction and repeat bookings
- Trained and mentored staff on sales techniques, service protocols, and product knowledge to drive revenue growth
- Implemented inventory control systems to manage product stock and reduce waste
- Handled customer concerns with professionalism and discretion, maintaining the spa’s reputation for luxury service
- Collaborated with ownership and vendors to plan promotions, special events, and seasonal service offerings
- Monitored and analyzed booking trends and sales data to optimize staffing and improve profitability
- Ensured compliance with all health, safety, and cleanliness regulations within the spa environment
- Created a calm, organized, and motivating workplace culture that supported both staff performance and guest relaxation
STORE MANAGER
McDonald's Restaurant
01.2016 - 04.2017
- Conducted daily store operations, including opening and closing procedures and cash handling
- Monitored inventory levels and placed orders to restock shelves
- Developed strategies to maximize sales and profitability
- Established customer service standards and monitored staff compliance
- Resolved customer complaints in a timely manner
- Recruited, trained and supervised new employees of approximately 60 crew and 12 managers
- Implemented efficient systems for tracking stock movement
- Maintained accurate records of employee performance reviews
- Created weekly work schedules for store personnel
- Assessed operational efficiency of the store's departments
- Managed daily banking activities such as deposits and withdrawals
- Identified opportunities for cost savings through waste reduction initiatives
- Trained and mentored associates to teach daily tasks and procedures
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties
- Managed inventory tracking and physical inventory counts to minimize loss
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Monitored employee performance and identified performance gaps for corrective action
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
CUSTOMER SERVICE REPRESENTATIVE
Volt Workforce Solutions
04.2015 - 01.2016
- Answered customer inquiries and provided accurate information regarding products and services
- Provided excellent customer service to resolve customer complaints in a timely manner
- Gathered customer feedback through surveys and used the data to improve customer service
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Developed strong customer relationships to encourage repeat business
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Answered inbound calls, chats and emails to facilitate customer service.
Education
High School Diploma -
Penn Foster Career School
Scranton, PA11.2015
Skills
- Management
- Microsoft Office
- Sales
- Effective Communication
- Profit and loss
- Fraud Detection
- Budgeting
- Telephone and email marketing
- Recruiting
- Food Preparation
- Dispute resolution
- Employee scheduling
- Client scheduling
- Cash handling
- Fraud Identification
- Loss prevention
Timeline
Customer Solutions Specialist
Charter Spectrum
12.2025 - 04.2026
Fraud Specialist
Citi Bank
01.2025 - 11.2025
FRAUD SPECIALIST
Jp Morgan Chase
06.2022 - 08.2024
ACCOUNT AND SALES MANAGER
Aaron's Sales and Lease
11.2020 - 06.2022
CONTENT MODERATOR
TaskUs
12.2018 - 11.2020
Managing Spa Coordinator
Escapes Massage Therapy
04.2017 - 11.2018
STORE MANAGER
McDonald's Restaurant
01.2016 - 04.2017
CUSTOMER SERVICE REPRESENTATIVE
Volt Workforce Solutions
04.2015 - 01.2016
High School Diploma -
Penn Foster Career School