Summary
Overview
Work History
Education
Skills
Timeline
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Dwayne Hall

Bridgeport,CT

Summary

Experienced Customer Support Representative in resolving technical support issues using Zendesk. Skilled in ticket triage, cross-functional collaboration, and issue escalation. Proficient in data analysis, sprint reporting, and documentation optimization. Strong communicator with a track record of solving complex problems and improving internal processes through clear reporting and technical insight.

Overview

14
14
years of professional experience

Work History

Fraud Prevention Specialist

M&T Bank
10.2022 - 07.2025
  • Analyzed over 150 daily transactions to identify fraud patterns, reducing loss exposure by 18%.
  • Implemented fraud detection strategies that improved system alert accuracy by 25%.
  • Partnered with compliance and risk teams to resolve 50+ high-risk investigations monthly.
  • Trained and mentored 4 junior analysts, accelerating team ramp-up time by 30%.
  • Investigated 200+ fraud cases, leading to recovery of $100K+ in lost funds.

Customer Care Representative

People's United Bank
01.2022 - 10.2022
  • Resolved 100+ customer complaints weekly through phone and email, maintaining a 93% satisfaction score.
  • Monitored risk factors and escalated 10+ flagged issues monthly to protect compliance and customer data.
  • Cross-sold banking products to 25+ customers monthly, contributing to customer retention and account expansion.
  • Took ownership of service tickets end-to-end, leading to a 100% on follow-up targets to ensure resolution.

Customer Care Specialist

Beat The Streets NYC
01.2019 - 08.2021
  • Addressed 60+ inbound calls and 30+ Zendesk tickets per day, managing customer sign-ups, troubleshooting, and inquiries.
  • Averaged a 90%+ customer satisfaction rating, exceeding company benchmarks by 10%.
  • Recommended process improvements based on user feedback, contributing to a 15% reduction in support response time.
  • Identified and resolved 20+ recurring technical or service issues monthly, resulting in a 15% improvement in customer satisfaction scores and a 10% reduction in repeat inquiries.

Lead Account Executive

Richard Allen Inc.
05.2018 - 12.2018
  • Promoted to Lead Account Executive within 30 days based on performance and leadership.
  • Collaborated to team achieving #1 ranking in New York region for monthly account sales.
  • Delivered daily onboarding workshops for new hires, improving onboarding efficiency by 40%.
  • Maintained and managed 50+ active client accounts, ensuring sustained engagement and client satisfaction.

Waiter

Beckwith Pointe
02.2011 - 10.2016
  • Delivered food and beverage service to 75–100 guests per shift in a fast-paced, high-volume banquet and dining setting.
  • Maintained 98% customer satisfaction scores based on post-event feedback and repeat guest requests.
  • Trained and mentored 15+ new servers over a 5-year period, improving service consistency and team performance.

Education

Associate of Applied Science -

College of Westchester
White Plains, NY
01.2011

Skills

  • Zendesk Proficient

  • Slack Proficient

  • Root Cause Analysis

  • Time-Sensitive Workflow Management

  • Issue Resolution Techniques

  • Analytical mindset

  • Cybersecurity awareness

  • Fraud prevention strategies

  • Workflow Escalation Procedures

  • Ticket Categorization and Reporting

Timeline

Fraud Prevention Specialist

M&T Bank
10.2022 - 07.2025

Customer Care Representative

People's United Bank
01.2022 - 10.2022

Customer Care Specialist

Beat The Streets NYC
01.2019 - 08.2021

Lead Account Executive

Richard Allen Inc.
05.2018 - 12.2018

Waiter

Beckwith Pointe
02.2011 - 10.2016

Associate of Applied Science -

College of Westchester

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