Summary
Overview
Work History
Education
Skills
References
Timeline
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Curdesha Freeman

San Antonio,Texas

Summary

Seeking to obtain a position where I can maximize my 8+ years of customer service and quality assurance experience. An expert at multitasking with outstanding leadership, problem resolution, deescalating, and coaching skills. Excels at taking on challenges to enhance the growth of an organization. I am seeking a fulfilling position in the Customer Service industry that offers growth opportunities and allows me to utilize my leadership skills.

Hardworking professional experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.

Highly trained individual boasting a career involved in reviewing accounts and uncovering issues. A gifted Fraud Analyst determining risk levels and communicating effectively with clients and internal personnel.

Authorized to work in the US for any employer.

Overview

12
12
years of professional experience

Work History

Fraud Specialist

U.S. Bank
08.2022 - 11.2023
  • Assisted customers with fraudulent activity on their credit card accounts
  • Handled a variety of credit card issues, including taking payments, adding authorized users, balance transfers, credit limit adjustments, and answering customer questions
  • Provided excellent customer service and achieved high survey ratings.

Marketing Social media Expert

Taskus
09.2021 - 07.2022
  • Assisted small businesses with creating ads and posts to help grow their business on Facebook and Instagram
  • Developed marketing plans, selected pictures/videos, and targeted specific audiences to promote business growth
  • Analyzed ad performance and made adjustments based on results.
  • Monitored customer feedback on different networks in order to respond quickly to inquiries or complaints.
  • Developed and implemented social media strategies to increase brand awareness and engagement.
  • Optimized posts by utilizing relevant keywords in titles, descriptions and hashtags.

Authorized Sales Agent

AT&T/DTV/SPECTRUM
03.2018 - 02.2020
  • Worked as an authorized dealer, talking to over 15+ customers a day and signing up roughly 5-8 people a day with different services
  • Used different systems depending on the customer and handled order submissions, technician visits scheduling, and order recaps.

Sales Agent Representative

One Touch Direct
01.2017 - 12.2017
  • Strictly handled calls where customers were looking to set up service with AT&T or DirecTV
  • Created orders, took credit card payments, answered customer questions, and deescalated situations when needed.
  • Provided customers with product information and advice on selection, use, and care of products.

Back Office Agent

Xerox
05.2016 - 01.2017
  • Handled a high volume of emails per day, including return orders, missing orders, lost or stolen credit cards, and customer feedback
  • Handled escalated phone calls when a member felt they did not receive satisfactory customer service
  • Deescalated calls and ensured customer satisfaction.

Sales Associate

Alorica/DirecTv Sales
San Antonio
06.2015 - 11.2015
  • Delivered great communication and sales skills by taking an average of 15+ calls a day
  • Handled customers looking to purchase DirecTv
  • Used excellent sales skills to persuade customers and make sure they were comfortable with whatever decision we decided to make together
  • Multitasked while on the phone to ensure accuracy of customer orders.
  • Processed transactions using a point-of-sale system.
  • Demonstrated product features and benefits for customers' needs.

ICM agent

Volt/Pace At&t u-verse Call Center
San Antonio, TX
04.2014 - 11.2014
  • Delivered great customer service and problem-solving skills by taking inbound calls from irate customers
  • Handled dispatches as well as creating and fixing orders as needed
  • Handled every customer with care
  • Multitasked by dealing with customers, getting all information needed on my customer's case, and doing warm and cold transfers.

Customer Service Rep.

Walmart
Savannah
09.2013 - 04.2014
  • Delivered excellent service by taking an average of 15+ calls per day containing placements of orders or things as small as transferring a call to a different location
  • Collaborated with other team members on special projects and events.

Sales Associate

Walmart
Hot Springs
02.2012 - 09.2013
  • Delivered excellent service by taking an average of 15+ calls per day containing placements of orders or things as small as transferring a call to a different location and or department
  • Collaborated with other team members on special projects and events.

Education

Certificate - Medical Front Office

Texas Advancement
San Antonio, TX
08-2024

GED -

Theodore Roosevelt High School
06.2012

Skills

  • Customer Service
  • Excel
  • Marketing
  • Management
  • Training
  • Microsoft Excel
  • Quality Assurance
  • Leadership
  • Fraud prevention and detection (1 year)
  • Banking (1 year)
  • Marketing (1 year
  • Software troubleshooting
  • Conflict management
  • Active Directory
  • Communication skills
  • Customer service
  • Presentation skills
  • Quality assurance
  • CRM software
  • Telephone and email etiquette
  • Case Management

References

References Mark Thomas (WF home mortgage) 210-612-4637 JaQue Cain.(CNA) 501-545-9741 Tyree Byrd (Pepsi Co) 210-834-9828

Timeline

Fraud Specialist

U.S. Bank
08.2022 - 11.2023

Marketing Social media Expert

Taskus
09.2021 - 07.2022

Authorized Sales Agent

AT&T/DTV/SPECTRUM
03.2018 - 02.2020

Sales Agent Representative

One Touch Direct
01.2017 - 12.2017

Back Office Agent

Xerox
05.2016 - 01.2017

Sales Associate

Alorica/DirecTv Sales
06.2015 - 11.2015

ICM agent

Volt/Pace At&t u-verse Call Center
04.2014 - 11.2014

Customer Service Rep.

Walmart
09.2013 - 04.2014

Sales Associate

Walmart
02.2012 - 09.2013

Certificate - Medical Front Office

Texas Advancement

GED -

Theodore Roosevelt High School

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Curdesha Freeman