Deja Blue
Braselton,GA
Summary
Customer-focused, detail-oriented professional with extensive experience in logistics, customer service, fraud prevention. Adept at managing operations, delivering excellent customer service, and leading teams to meet performance goals, Proven track record in fast-paced environments, including FedEx Office, USPS Postal Service, and USAA, with a strong understanding of safety protocols, compliance standards and process optimization.
Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering cohesive and productive team environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead| Banking Fraud Specialist
USAA Credit Card Division
2024.03 - Current
- Analyzed and investigated fraudulent transactions, identifying suspicious activities to minimize financial losses for clients.
- Developed and implemented training modules to enhance team knowledge and performance in fraud prevention.
- Collaborated with cross-functional teams to escalate critical issues and ensure swift resolution of customer inquiries.
- Managed escalated cases, delivering solutions and maintaining customer satisfaction while adhering to compliance guidelines.
- Conducted regular audits to ensure compliance with company policies and regulatory requirements.
- Successfully reduced fraud-related losses by 15% through enhanced detection strategies.
- Achieved customer satisfaction rating of 95% by resolving complex fraud cases promptly.
- Led team in achieving operational goals through effective workflow management and process optimization.
- Developed training programs to enhance staff performance and improve customer service quality.
Team Member
FedEx Office
2020.01 - 2024.09
- Provided exceptional customer service in a fast-paced retail environment, assisting customers with shipping, printing, and office supply needs.
- Processed shipping orders using FedEx systems, ensuring correct labeling, packaging, and delivery options.
- Operated printing equipment, creating high quality prints and materials for businesses and personal clients.
- Assisted customers with technical issues related to online orders and provided recommendations based on needs.
- Handled cash transactions, processed payments, and balanced cash drawers at the end of each shift.
- Maintained a clean and organized store environment, using compliance with health and safety standards.
- Awarded 'Employee of the Month' twice for outstanding performance and customer service.
- Contributed to a 30% increase in sales during holiday seasons through proactive upselling and customer engagement.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Operated various printing and finishing equipment to fulfill customer orders accurately.
Postal Service Carrier (Seasonal)
USPS
2019.12 - 2020.02
- Delivered mail and packages to residential and business customers within designed routes, timely and accurate service.
- Operated USPS vehicles safely, adhering to road safety regulations and vehicle maintenance schedules.
- Managed delivery routes efficiently, optimizing time and fuel consumption while meeting daily delivery targets.
- Interacted with customers to address delivery concerns and provided assistance in resolving issues.
- Processed outgoing and incoming mail, ensuring proper sorting and dispatch of packages.
- Maintained detailed records of deliveries, ensuring compliance with postal service regulations.
- Consistently exceeded delivery time targets, reducing delivery delays by 20%.
- Recognized for exceptional customer service by both customers and management.
- Delivered mail accurately to designated routes, ensuring timely service and customer satisfaction.
- Operated postal equipment, including sorting machines and delivery vehicles, adhering to safety protocols.
Sale’s Associate
Lowe’s
2016.01 - 2018.12
- Provided customer service in a high-volume retail environment, assisting customers with product selection and order fulfillment.
- Operated POS systems, processed cash and credit transactions, handled returns and exchanges.
- Maintained inventory accuracy through stocking, cycle counts, and merchandising.
- Met sales and service metrics while supporting daily store operations.
- Collaborated with team members and supervisors to ensure compliance with safety and company policies.
- Assisted customers with order fulfillment, including in-store pickup and special orders.
- Delivered excellent customer service, contributing to positive customer satisfaction scores and repeat business.
- Cross-trained in multiple departments to support store operations during peak business hours.
- Recognized by leadership for reliability, teamwork and strong work ethic.
- Assisted customers in product selection and provided expert advice on home improvement solutions.
- Maintained inventory levels through accurate stock management and regular replenishment processes.
Sales Supervisor
Macys Department Store
2015.09 - 2016.01
- Supervised daily sales operations, ensuring team adherence to company policies and procedures.
- Trained and mentored new sales staff, promoting teamwork and enhancing overall performance.
- Analyzed sales data to identify trends and implement effective strategies for revenue growth.
- Developed and executed targeted promotional campaigns, increasing customer engagement and retention.
- Collaborated with cross-functional teams to streamline processes, improving efficiency in product delivery.
- Conducted regular performance reviews, providing constructive feedback to enhance team productivity.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
Education
Associate of Science - Health Services Administration
Lanier Technical College
Oakwood, GA2026-01
Continuing Education -
Georgia Gwinnett College
12.2025
Diploma -
Morton Ranch High School
06.2012
Skills
- Logistics & Distribution
- Customer Service & Relations
- Fraud Detection & Prevention
- Team Leadership & Training
- Process Improvement
- USPS & FedEx Shipping Procedures
- Risk Management
- Data Analysis & Reporting
- Conflict Resolution
- Time Management
- Fraud Prevention Software: Actimize
- Fraud Prevention Software: SAS
- Fraud Prevention Software: FICO
- Shipping & Delivery Systems: FedEx Ship Manager
- Shipping & Delivery Systems: USPS POS
- Microsoft Office Suite: Word
- Microsoft Office Suite: Excel
- Microsoft Office Suite: PowerPoint
- Microsoft Office Suite: Outlook
- Customer Service Software: Salesforce
- Customer Service Software: Zendesk
- Data Management Tools: Microsoft Excel
- Data Management Tools: Access
- Strong interpersonal and communication skills
- Ability to work under pressure
- Excellent problem-solving and conflict resolution skills
- Attention to detail
- Conflict resolution
- Customer focus
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- CM - Certified Manager Certification
- CPM - Certified Professional Manager
Languages
English
Native or Bilingual
Timeline
Team Lead| Banking Fraud Specialist
USAA Credit Card Division
2024.03 - Current
Team Member
FedEx Office
2020.01 - 2024.09
Postal Service Carrier (Seasonal)
USPS
2019.12 - 2020.02
Sale’s Associate
Lowe’s
2016.01 - 2018.12
Sales Supervisor
Macys Department Store
2015.09 - 2016.01
Continuing Education -
Georgia Gwinnett College
Diploma -
Morton Ranch High School
Associate of Science - Health Services Administration
Lanier Technical College