Summary
Overview
Work History
Education
Skills
Timeline
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Cyrenna Smith

Summary

Versatile and results-driven professional with proved experience in customer service, global product training and fraud investigations. Skilled in delivering excellent support, organizing training initiatives across teams, and identifying fraud trends to protect business integrity. Known for clear communication, attention to detail, and a proactive approach to problem-solving in fast-paced environment.

Overview

19
19
years of professional experience

Work History

FRAUD SPECIALIST II

CHASE
11.2021 - Current
  • Monitor and review transactions for suspicious or unauthorized activity
  • Conduct thorough investigations of potential fraud cases
  • Communicate with customers to verify activity and gather supporting information
  • Document findings and maintain accurate case records
  • Recommend improvements to prevent future fraud s
  • Stay up-to-date on fraud trends tools and compliance regulations

DISPATCH COORDINATOR

SHIPCO
10.2018 - 11.2019
  • Schedule and dispatch drivers or service personnel based on workload and customer needs.
  • Monitor routes and communicate changes or delays in real-time.
  • Track deliveries or service calls to ensure timely completion.
  • Update dispatch logs, records, and transportation management systems.
  • Serve as a liaison between drivers, customers, and internal teams.
  • Resolve delivery issues, service delays, and customer complaints promptly.
  • Maintain compliance with company policies, DOT regulations, and safety standards.

Import Account Manager

C.H. Robinson
Elk Grove Village, IL
08.2015 - 08.2018
  • Participate in one-on-one chat sessions with clients on dating or companionship platforms.
  • Maintain a warm, engaging, and respectful tone in all communications.
  • Create and sustain virtual connections that are emotionally supportive and enjoyable.
  • Follow platform guidelines and maintain client confidentiality at all times.
  • Manage multiple conversations efficiently while ensuring responsiveness and attention to detail
  • Managed client relationships to ensure satisfaction and retention.
  • Developed strategic account plans to align with client goals.
  • Coordinated cross-functional teams to deliver seamless service solutions.

LIVE CHAT SPECIALIST

CAREER EDUCATION COORPRATION (CEC)
04.2010 - 06.2015
  • Respond to customer inquiries in real time via online chat platforms with accuracy, professionalism, and empathy.
  • Resolve issues related to products, services, billing, and technical support efficiently and effectively.
  • Manage multiple chat sessions simultaneously while maintaining attention to detail and ensuring prompt replies.
  • Use CRM tools to document conversations, update customer information, and escalate complex issues as needed.
  • Maintain a friendly and engaging tone in all interactions to create a positive customer experience.
  • Collaborate with other departments (e.g., tech support, billing, sales) to ensure comprehensive customer solutions.
  • Adhere to privacy and confidentiality standards when handling sensitive customer data.
  • Meet or exceed KPIs such as average response time, customer satisfaction scores, and resolution rates.
  • Stay up-to-date on product features, policies, and system updates to provide accurate information.
  • Assist in improving chat scripts, FAQs, and help center content based on customer feedback and recurring issues

GLOBAL PRODUCT TRAINING COORDINATOR

MOTOROLA
04.2006 - 11.2008
  • Participate in one-on-one chat sessions with clients on dating or companionship platforms.
  • Maintain a warm, engaging, and respectful tone in all communications.
  • Create and sustain virtual connections that are emotionally supportive and enjoyable.
  • Follow platform guidelines and maintain client confidentiality at all times.
  • Manage multiple conversations efficiently while ensuring responsiveness and attention to detail

Education

Bachelor of Business Administration -

American Intercontinental University
06.2003

Skills

  • Account management
  • Data analysis
  • Fraud detection
  • Customer communication
  • Compliance monitoring
  • Client retention

Timeline

FRAUD SPECIALIST II

CHASE
11.2021 - Current

DISPATCH COORDINATOR

SHIPCO
10.2018 - 11.2019

Import Account Manager

C.H. Robinson
08.2015 - 08.2018

LIVE CHAT SPECIALIST

CAREER EDUCATION COORPRATION (CEC)
04.2010 - 06.2015

GLOBAL PRODUCT TRAINING COORDINATOR

MOTOROLA
04.2006 - 11.2008

Bachelor of Business Administration -

American Intercontinental University

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