Crystal Deshae Morgan

Monitor and measure the quality of inbound and or outbound customer service calls.

Prepares and presents audit reports for management to identify the issues and performance.

Provide assistance with feedback and training individuals who have contact with customers

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Independent contractor supporting Omni clients. Currently supporting the customer service department of FIS Credit Card.

Assisting customers with processing payments on credit cards.

Notifying the correct department with fraud alerts.

Assisting customers with issues with their credit card.

• Contacted customers directly to notify of fraudulent activity and minimize impacts.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Reviewed transactions and receipts to identify any suspicious activity.
• Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
• Skilled at working independently and collaboratively in a team environment.
• Self-motivated, with a strong sense of personal responsibility.
• Proven ability to learn quickly and adapt to new situations.
• Worked well in a team setting, providing support and guidance.
• Worked effectively in fast-paced environments.
• Managed time efficiently in order to complete all tasks within deadlines.
• Demonstrated respect, friendliness and willingness to help wherever needed.

• 223.00 USD Per Year
• Hours per week: 40, Related Skills:
• Transportation Security Officers (TSOs) provide security and protection of air travelers, airports and aircraft in a courteous and professional manner
• This includes:
• Operating various screening equipment and technology to identify dangerous objects in baggage, cargo and on passengers, and preventing those objects from being transported onto aircraft
• Performing searches and screening, which may include physical interaction with passengers (e.g., pat-downs, search of property, etc.), conducting bag searches and lifting/carrying bags, bins, and property weighing up to 70lbs
• Controlling terminal entry and exit points
• Interacting with the public, giving directions and responding to inquiries
• Maintaining focus and awareness while working in a stressful environment which includes noise from alarms, machinery and people, crowd distractions, time pressure, and disruptive and angry passengers, in order to preserve the professional ability to identify and locate potentially life threatening or mass destruction devices, and to make effective decisions in both crisis and routine situations
• Engaging in continuous development of critical thinking skills, necessary to mitigate actual and potential security threats, by identifying, evaluating, and applying appropriate situational options and approaches
• This may include application of risk-based security screening protocols that vary based on program requirements
• Retaining and implementing knowledge of all applicable Standard Operating Procedures, demonstrating responsible and dependable behavior, and is open to change and adapts to new information or unexpected obstacles
• Research, interpret and apply appropriate statutes, regulations, and precedent decisions to make adjudicative decisions
• Conduct security checks and provide assistance to Federal law enforcement agencies to identify individuals who are ineligible to enter into security check point due to national security, public safety, or other legal grounds
• Use electronic systems to provide verification of any number of established data points to make adjudicative decisions, determine appropriate level of adjudicative review, and update databases with appropriate information and decisions
• Makes final determinations on sensitive, complex cases and prepare briefs or other written memoranda that advocate for a determination in complex situations; independently analyzing laws, policies, and precedent decisions; analyzing information and documents to determine credibility and eligibility
• Demonstrate full comprehension of national security and fraud detection issues, indicators, and trends
• Retrieve information from systems to disseminate to managers, supervisors, and other customers and when applicable, create reports
• Prepare original written documents such as correspondence, memoranda, requests for information, reports, assessments and/or briefings
• Write clear and concise decisions, incident reports or memorandums
• Analyzing problems, gathering pertinent data and recognizing solutions, methodically planning and organizing work to ensure timely completion
• Communicating clearly, both orally and in writing and providing excellent customer service in person-to-person situations
• Provide direct and continuing assistance to U
• S
• Immigration and Customs Enforcement (ICE) personnel and officials of other Federal agencies in identifying individuals who pose a threat to national security and public safety
• Interview passengers and petitioners to elicit statements, assess credibility, and analyze information to identify facts that form the basis for a decision to determine the passenger’s eligibility for specific entry into security
• Use critical thinking techniques (avoid illogical assumptions, emotion-based rational, biases, and premature judgements) to render logically sound defensible decisions
• Integrate and synthesize multiple sources of information to reach legally sound and objective conclusions, even in complex situations
• Confer with others on an individual basis and/or participate in group discussions to address work-related problems, situations or solutions
• Collaborate / work with others to build effective partnerships
• Interact with others in a professional, non-adversarial manner in tense or high pressure settings, respecting and valuing individual differences and diversity.