CRYSTAL SIMSPON - RAHMAN
Las Vegas,NV
Summary
Experienced and reliable professional with excellent qualifications in sales and customer service. Skilled in handling credit card chargebacks and fraud, possesses a natural ability to quickly establish a working rapport and handle stressful situations with tact and efficiency. A versatile customer service representative with a proven track record of delivering service standards to high-level customer accounts. Exceptional organizational and priority skills enable meeting deadlines while maintaining excellent attention to detail. Committed to continuous growth and learning, dedicated to providing exceptional service and exceeding customer expectations.
Overview
18
18
years of professional experience
Work History
Fraud Dispute & Chargeback Specialist
Barclays
Las Vegas, NV
06.2022 - 09.2024
- Working with the merchant to gather documentation to present to the bank or credit card company’s dispute department
- Reviewing chargeback notices to ensure that the proper procedures were followed and that all rules were met
- Highlight fraud trends when reviewing transactions
- Review transaction data, customer profiles, and relevant information to determine the legitimacy of transactions and identify patterns or anomalies that may indicate fraud
- Initiate chargebacks and facilitate the resolution of customer disputes by providing clear and comprehensive documentation to support the decision-making process
- Provide recommendations for enhancing fraud prevention strategies, updating policies, and improving customer experiences related to payment processes
Retention Specialist / Inbound Sales Representative / Billing Specialist
Cox Communications
Las Vegas, NV
06.2014 - 10.2020
- Assess customers' needs, suggesting products & services for their home and/or businesses
- Adjust billing, negotiate claims, and arrange product substitution or returns
- Manage customer concerns while meeting goals in serving and selling
- Receive inbound retention calls from current customers, for sales and revenue generation
- Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales
- Achieve Monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills
- Provide outstanding customer service, troubleshoot, and resolve service and minor technical problems for customers by asking appropriate questions
- Create monthly excel sales reports to Regional Manager to discuss with team and determine goals
Intake Representative
Cogburn Law Offices
Las Vegas, NV
05.2013 - 12.2013
- Tracing, locating, notifying, and contacting debtors to arrange payment schedules and extensions as well as settle accounts within Fair Debt Collection Practices Act
- Calling potential new clients and set up appointments
- Office duties such as organizing, recording information as needed, managing attorney calendars and important files, updating paperwork, maintaining documents and use of office works
- Manage inbound and outbound calls on a multi-line system regarding sales and/or customer concerns
- Contribute to team effort by accomplishing related results as needed
- Update database in a timely manner
- Laid off in December
Assistant Manager
H Rock Entertainment
05.2006 - 09.2012
- Managing office and staff through proper communication and guidance
- Review and negotiate contracts for athletes and future clients
- Work under pressure and meet deadlines
- Manage inbound and outbound calls to help maintain the business in proper manner
- Oversee athletes training camps to make sure there are no distractions and athletes are being trained according to rules and regulations
- Manage payroll, travel arrangements, meetings, and events for celebrities’ boxers such as Two Time Former Heavy Weight Champion of the world
Education
Harbor City Learning
Baltimore, MD06.1992
Skills
- Product and service sales
- Goals and performance
- Conflict Resolution
- Multitasker
- Strong verbal & communication
- High attention to detail and accuracy
- Team player
- Knowledge of purchase process
- Strong analytical skills
- Clear Communication
- Meet deadlines
- Positive Attitude
- Adaptability
- Spreadsheet management
- Microsoft Office Skills
Awards
Top20 Retention Specialist in the Nation, Nationally recognized, Most Sales Award for2019 for the West Center of Excellence
Timeline
Fraud Dispute & Chargeback Specialist
Barclays
06.2022 - 09.2024
Retention Specialist / Inbound Sales Representative / Billing Specialist
Cox Communications
06.2014 - 10.2020
Intake Representative
Cogburn Law Offices
05.2013 - 12.2013
Assistant Manager
H Rock Entertainment
05.2006 - 09.2012
Harbor City Learning