DERIANA EASON

Customer-focused Technical Support and Customer Service Specialist with 5+ years of experience in fast-paced environments including finance, aviation, and government services. Proven ability to resolve complex technical issues, enhance client experiences, and optimize processes. Strong background in CRM systems, troubleshooting, financial transactions, and compliance. Known for empathy, adaptability, and delivering high-quality support under pressure.

• 💡 Increased Customer Retention
  Boosted retention by 10% at Wells Fargo by tailoring financial product recommendations based on individual client profiles.
• 🔐 Prevented Financial Fraud
  Identified and resolved high-risk account activity, averting over $25,000 in potential fraud losses.
• 🛫 Achieved Top Customer Satisfaction Ratings
  At Alaska Airlines, earned recognition in customer satisfaction three quarters in a row by resolving complex travel issues and enhancing user experience.
• 🛠 Improved Operational Efficiency
  At Multnomah County, contributed to new intake procedures that reduced client wait times by 20%.
• 📱 Trained and Onboarded New Team Members
  Developed fraud training guides at U.S. Bank, improving new hire first-call resolution rate by 15%.
• 🎯 Handled High-Volume Support
  Managed 100+ daily interactions across phone and digital platforms, resolving inquiries with a 95% first-contact resolution rate.
• 📊 Maintained 100% Compliance in Documentation
  Ensured strict adherence to data security and privacy regulations while managing sensitive client records in government and banking environments.
• 🧰 Supported Multiple CRM & Digital Platforms
  Delivered technical support across tools like Salesforce, Avaya, Sabre, and proprietary apps, contributing to faster case resolutions and fewer escalations.

• Salesforce
• Avaya
• Sabre
• Microsoft Teams
• Zoom
• Google Workspace
• Oracle
• Microsoft Outlook

• Rio Salado College, Pursuing Associate Degree in Airline Operations & Travel Management, 10/01/20, Present
• U.S. Bank, Banking & Financial Services Certification, 01/01/16
• Grant High School, High School Diploma

• Resolved 50+ daily technical and booking issues at Alaska Airlines, consistently earning top-tier satisfaction scores.
• Led fraud prevention efforts at Wells Fargo, saving an estimated $25K+ in potential financial losses.
• Trained new U.S. Bank hires in fraud detection and digital banking tools, improving first-call resolution rates by 15%.

• Banking & Financial Services Certification – U.S. Bank (Issued Jan 2016)
• Customer Service Excellence Certificate – [LinkedIn Learning / Coursera / HubSpot] (Optional to pursue)
• Remote Work Professional Certification – [Remote Work Association / Coursera] (Optional, great for remote roles)
• Salesforce CRM Basics – [Trailhead by Salesforce] (Free and highly relevant)
• Digital Customer Service – [Google Digital Garage or HubSpot] (Demonstrates digital-first support knowledge)
• Fraud Prevention & Risk Management Fundamentals – [ACFE / Udemy] (Enhances your financial fraud expertise)
• Technical Support Fundamentals – Google/Coursera (Adds weight to tech support roles)