Deidre Mcknight
Baltimore,MD
Summary
Highly skilled and detail-oriented client-focused professional, bringing 5 years of quality performance in fraud prevention. With strong communication and interpersonal skills to effectively interact with customers and driving client satisfaction. Excellent problem-solving skills and decision-making abilities to provide appropriate solutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Fraud Client Services III
Bank of America
10.2021 - Current
- Working in a professional, fast-paced environment that requires accuracy, multi-tasking, and clearly communicating resolutions in an efficient manner
- Navigating multiple computer applications while interacting with the client
- Detect fraudulent activities by conducting thorough investigations and analyzing transactional data.
- Reviewed customer accounts for unusual activity or patterns indicative of potential fraud risks, flagging concerns for further investigation.
- Handled escalated cases professionally while maintaining composure under pressure situations, demonstrating excellent problem-solving abilities.
Customer Service Representative (Contract Position)
ICF Consulting, Inc.
12.2020 - 07.2021
- State Government Program Call Center Representative
- Responded to customer inquiries and requests for information, and provided status updates, guidance, and information
- Communicated with client staff as required and forward Case and Customer information when necessary, via telephone, e-mail or other electronic transmission for further processing in accordance with the approved Desk Reference Guides
- Accurately responded to inquiries with a high degree of respect in a professional and courteous manner
Customer Resolution Assistant
IKEA CSC
05.2017 - 05.2019
- Provided seamless support in all customer contact via inbound calls
- Defused customer situations and provided resolution in a timely manner
- Placed furniture and/or service orders for customers
- Ensured safety and privacy of customers information
- Supported and shared knowledge with fellow coworkers to enhance the daily business goals
- Upselling & cross selling to customers
Education
High School Diploma -
Digital Harbor
Baltimore, MD05-2015
Skills
- Networking
- Organizational
- Detailed-Oriented
- Research Analysis
- Problem-Solving
Certification
- EDI SAP Analyst
- Certified Personal Trainer
- CPR Certification
- AED Certification
Timeline
Fraud Client Services III
Bank of America
10.2021 - Current
Customer Service Representative (Contract Position)
ICF Consulting, Inc.
12.2020 - 07.2021
Customer Resolution Assistant
IKEA CSC
05.2017 - 05.2019
High School Diploma -
Digital Harbor
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