Deborah Robinson
Chesterfield,VA
Summary
Driven professional with a proven track record in customer service and fraud prevention, notably at Capital One. Skilled in data entry and customer service expertise, I enhanced customer satisfaction and reduced financial risks through meticulous attention to detail and empathy. Achieved high satisfaction ratings by leveraging strong work ethic and problem-solving abilities. Versatile team member offering over 15 years of experience handling tasks smoothly and efficiently. Adapts well to changing processes, programs and team requirements. Eager to contribute to growing company. Personable Shopper skilled at locating merchandise to fulfill orders and suggesting reasonable replacements for out-of-stock items. Excellent sales and organizational skills coupled with service-oriented mindset. Dedicated to building long-term relationships with loyal customers.
Overview
17
17
years of professional experience
Work History
Online Personal Shopper
Instacart
12.2021 - Current
- Reviews orders prior to pick up for accuracy and purchase-by dates.
- Maintained high satisfaction ratings by completing orders quickly and making good selections for customers.
- Worked productively with customers to meet order requirements and service expectations.
- Tracked substitutions and informed customers of changes.
- Demonstrated a keen eye for detail in selecting high-quality products that met customers'' exact specifications.
- Enhanced customer satisfaction by providing personalized shopping recommendations based on individual preferences and needs.
Customer Service Cashier
JCPenney
04.2019 - 11.2020
- Maintained clean and organized workspace, promoting welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
- Counted money in drawers at beginning and end of each shift.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Utilized POS system to handle customer cash and credit card transactions.
Fraud Intake Coordinator
Capital One
10.2013 - 11.2018
- Adhered to department processes, procedures and goal expectations for case investigations.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Identified trends in disputes and communicated insights to management, prompting proactive measures to prevent future issues.
- Assessed financial risk associated with each case, balancing customer needs against potential losses .
- Managed caseloads effectively, ensuring timely processing of disputes in accordance with established procedures.
- Improved customer satisfaction by providing prompt responses and effective resolutions to dispute cases.
Claims Representative
Travelers Insurance
06.2007 - 04.2013
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Maintained accurate and up-to-date records of claim information for future reference.
- Verified client information by analyzing existing evidence on file.
- Processed and recorded new policies and claims.
- Generated, posted and attached information to claim files.
Education
Certificate - Medical Insurance Coding
J Sargeant Reynolds Community College
Richmond, VA06.2015
High School Diploma -
E.C. Glass High School
Lynchburg, VA06.1980
Skills
- Patience and Empathy
- Customer service expertise
- Product picking
- Customer Service
- Attention to Detail
- Route Planning
- Online Order Processing
- Verifying Order Accuracy
- Planning and Organization
- Online ordering familiarity
- Strong Work Ethic
- Problem-Solving
- Answering Phones
- Valid Driver's License
Timeline
Online Personal Shopper
Instacart
12.2021 - Current
Customer Service Cashier
JCPenney
04.2019 - 11.2020
Fraud Intake Coordinator
Capital One
10.2013 - 11.2018
Claims Representative
Travelers Insurance
06.2007 - 04.2013
Certificate - Medical Insurance Coding
J Sargeant Reynolds Community College
High School Diploma -
E.C. Glass High School