Conrad R. Drew
Temple Terrace,FL
Summary
Results-driven professional with expertise in fraud detection, technical support, customer service, and operations management. Skilled in troubleshooting complex issues and managing escalations while enhancing service quality and driving process improvements. Committed to delivering customer satisfaction and achieving key performance indicators, seeking an Administrative position in a growth-oriented company.
Overview
12
12
years of professional experience
Work History
Fraud detection and analyst (Help desk agent)
Velera
10.2021 - Current
- Served as the primary escalation point for fraud detection agents and customers, resolved complex member issues, and provided high-quality service delivery.
- Monitored and reported fraud liability and compliance for complex cases, equipping agents for executive accounts.
- Analyzed transaction patterns and responded to high-risk situations, identifying and reporting suspected fraudulent attempts.
- Effectively manage escalated calls and sensitive situations with strong de-escalation skills.
- Provide coaching and guidance to agents on best practices, contributing to consistent service excellence.
- Identified and recommended process improvements that enhanced operational efficiency and improved member experience.
- Managed and directed the Help Desk team, prioritizing tasks and queues to meet service objectives efficiently.
- Process time-sensitive items, including Lost/Stolen reports and emergency member situations.
- Monitored account activity for exceptions and service issues
- Collaborated with cross-functional teams on projects related to analytics initiatives.
- Exercise sound judgment in business decisions, system record analysis, and adaptability to change.
- Analyzed large datasets with statistical methods and software programs.
Owner/Owner Operator
Kosine LLC
Tampa
08.2021 - Current
- Directed Kosine LLC daily operations and business priorities.
- Negotiated vendor contracts and supply agreements for Kosine LLC.
- Communicated company policies and procedures, negotiated rates, and coordinated timely deliveries with carriers.
- Managed client relationships and addressed service requests.
- Maintained equipment readiness, ensuring prompt patient delivery and effective management of escalations impacting project delivery.
Technical Support/Peer Advisor
Asurion
Orlando
01.2018 - 01.2021
- Troubleshot technical issues for customers' personal devices, identifying and deploying effective solutions to enhance user experience.
- Utilized call center technology and web-based search engines to track customer issues, delivering knowledgeable service that resolved inquiries efficiently.
- Trained customers on solutioning steps and successfully upsold Smart Home Support and other product offerings.
- Consistently met key performance indicator metrics for call performance and sales goals.
Quality Assurance Agent
24-7 Intouch/Credit Karma
Orlando
01.2017 - 01.2018
- Evaluated support tickets and live chat conversations, providing actionable feedback to MS Specialists.
- Collaborated with management to develop targeted action plans based on feedback patterns, ensuring accuracy of training documentation.
- Contributed to team training initiatives and resolved escalated MS ticket issues to enhance support quality.
Customer Service Representative
Faneuil Inc.
Orlando
01.2015 - 01.2017
- Addressed customer inquiries via inbound calls at Faneuil contact center to ensure satisfaction.
- Addressed customer needs, managed payments, and posted amounts to customer accounts to ensure accurate financial records.
- Opened and maintained active accounts for new account holders, facilitating seamless onboarding and access to services.
- Addressed billing inquiries by referencing Faneuil account records and following established scripts.
- Updated customer accounts in Faneuil CRM systems.
Education
Bachelor of Science -
Full Sail University
Orlando, FL 12.2011 - 01/2014
Associate of Science - Business Management, Minor: Public Administration
Hillsborough Community College
Tampa, FL 01.2009 - 01/2011
H.S. Diploma - College Preparatory
H.B. Plant High School
Tampa, FLSkills
- Fraud Detection and Analysis
- Fraud Investigation
- Fraud Prevention Strategies
- Escalation Management
- Quality Assurance
- Process Improvement
- Team Leadership and Coaching
- Operations Management
- Microsoft Office
- ITIL framework
- De-escalation tactics
- Customer support
- Fraud Detection Software
- Risk analysis
- Fraud Risk Assessment
- Ethical standards
Mailing Address
13245 Sanctuary Cove Drive, Unit 301, Temple Terrace, FL, 33637, US
Emails
Cjuxx031@gmail.com
Timeline
Fraud detection and analyst (Help desk agent)
Velera
10.2021 - Current
Owner/Owner Operator
Kosine LLC
08.2021 - Current
Technical Support/Peer Advisor
Asurion
01.2018 - 01.2021
Quality Assurance Agent
24-7 Intouch/Credit Karma
01.2017 - 01.2018
Customer Service Representative
Faneuil Inc.
01.2015 - 01.2017
Bachelor of Science -
Full Sail University
12.2011 - 01/2014
Associate of Science - Business Management, Minor: Public Administration
Hillsborough Community College
01.2009 - 01/2011
H.S. Diploma - College Preparatory
H.B. Plant High School