Dennard Higgins
Avondale,Arizona
Summary
Talented Customer Service/Technical Support Agent with a strong background in product support seeking a (work from home) position.
Overview
30
30
years of professional experience
Work History
Fraud Prevention Representative
Discover Financial Services
02.2021 - 12.2023
- Assisted with taking calls from Discover Card members regarding possible fraud situations or lost and stolen credit cards and transactions
- Duties include monitoring, analyzing and detecting fraudulent and suspicious activity
- Assisting customers with unrecognized purchases and charges to their accounts
- The re-issuance of new Discover cards as well as reaching out to customers when potential fraud has been identified
Fraud Prevention Representative
Jack Henry and Associates
12.2019 - 06.2020
- Take calls from various customers regarding possible fraud situations regarding lost and stolen credit cards and transactions
- Duties include monitoring, analyzing and detecting fraudulent and suspicious activity
- Assisting customers with unrecognized purchases and charges to their accounts
- As well as reaching out to customers when potential fraud has been identified
iOS Tier 1 Technical Advisor/Mentor
Tele-Performance/Apple
10.2016 - 10.2019
- Assist new hire iOS technical advisors with technical support calls
- Duties include building trust and rapport with new hire representatives as well as helping in the training process to ensure success in their role assisting during phone calls
- Answered customer’s questions over the phone about Apple products, services, and accessories, such as the Apple Watch, iPhone, iPod, iPad, Beats by Dre and iTunes including both software and hardware
Help Desk Support/Technical Support Agent
American Student Loans
03.2012 - 09.2016
- Provided base level IT supports to company personnel
- Maintained composure and patience in face of difficult customer situations
- Provided computer desktop support via telephone, e-mail, in-person, or website communications with end-users and employees
- Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists for providing immediate solutions
- Provided computer help desk support such as primary support for creating, enabling, disabling, or removing system user accounts while receiving technical training on hardware/software
- Documented help desk tickets/resolutions, and provided overall assistance in daily administration of home based software
Emergency Roadside Assistant
AAA/ACA
06.2010 - 01.2012
- Receives and routes members and policyholders telephone requests for emergency road service and related services
- Processes basic membership inquires and transactions
- The Processing of renewals and edits of membership accounts
- Responds to requests from members for general information, including road conditions, driving directions, and Approved Auto Repair shops
- Promotion related to AAA products and services
Technical Support (Phone, Internet, Cable)
Cox Communications
01.2008 - 05.2010
- Informed customers about issue resolution progress while supporting customers having data connectivity issues
- Provided thorough support and problem resolution for customers
- Provided technical support to customers via telephone, and email regarding their bundled services
- Duties included troubleshooting with customers to resolve technical issues such as internet connectivity; virus scan software installation, modem and router installation
- Provided technical support with telephone service such as call forwarding, voice mail, and no dial tone
- Assisted customers with cable related issues such as no picture, missing channels, and DVR HD television setups
Customer Service Representative
STATEWIDE APPRAISALS
04.1996 - 12.2007
- Processed orders, maintained customer relations, handled complaints, and adjustments for entire region
- Assisting customers with setting up appointments for appraisals
- Duties include price quotes for customers, setting up appointments, taking credit card payments for scheduling advanced appointments and writing reports once the appraisal has been finished
Repair Service Attendant
USWEST
02.1994 - 03.1996
- Assisting customers with their local telephone service such as troubleshooting telephone line problems and scheduling appointments for technicians to repair service if needed
- Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems
Education
Associate in Applied Science - Computer Technology
Rio Salado Community College
Tempe, AZ01.2014
Certificate of Completion (CCL) - Networking
Rio Salado Community College
Tempe, AZ01.2014
Certificate of Completion - Computer Usage and Applications
Rio Salado Community College
Tempe, AZ01.2014
G.E.D -
Glendale (North) Community College
Tempe, AZ01.2010
Timeline
Fraud Prevention Representative
Discover Financial Services
02.2021 - 12.2023
Fraud Prevention Representative
Jack Henry and Associates
12.2019 - 06.2020
iOS Tier 1 Technical Advisor/Mentor
Tele-Performance/Apple
10.2016 - 10.2019
Help Desk Support/Technical Support Agent
American Student Loans
03.2012 - 09.2016
Emergency Roadside Assistant
AAA/ACA
06.2010 - 01.2012
Technical Support (Phone, Internet, Cable)
Cox Communications
01.2008 - 05.2010
Customer Service Representative
STATEWIDE APPRAISALS
04.1996 - 12.2007
Repair Service Attendant
USWEST
02.1994 - 03.1996
Associate in Applied Science - Computer Technology
Rio Salado Community College
Certificate of Completion (CCL) - Networking
Rio Salado Community College
Certificate of Completion - Computer Usage and Applications
Rio Salado Community College
G.E.D -
Glendale (North) Community College
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