Eleni Johnson
Fredericksburg,VA
Summary
Highly-motivated employee with desire to take on a customer service- oriented position in a challenging and fast- paced environment. Detailed-oriented representative adept at preemptively identifying and apprehending fraudulent activity through meticulous investigative methods, which includes conducting thorough interviews to gather crucial information for building strong cases. Customer-focused professional with a demonstrated ability to collaborate effectively across teams, providing advanced support to diverse departments and fostering a secure atmosphere for customers and business. Proactive partner skilled in delivering outstanding customer service, swiftly resolving issues, and hardworking employee with customer service, multitasking and time management abilities. Devoted to giving customers a positive and memorable experience through complex procedures with empathy and precision. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Fraud Intake Coordinator
Capital One
07.2021 - 01.2024
- Addressing concerns with credit card account, proactively identified and apprehended fraudsters impersonating legitimate customers through rigorous investigative techniques.
- Conducted comprehensive interviews with fraud victims to gather essential facts crucial for building a robust fraud case, which included executing investigations into low to zero-dollar fraud cases.
- Collaborated closely with branch associates who flag potential fraud transactions and/or incidents, ensuring swift and coordinated responses for back office processes.
- Meticulously crafted fraud cases, ensuring accurate preparation and immediate action plans for investigators.
- Deliver expert-level support to various departments within the bank, including Customer Service, Sales, and others, facilitating seamless interactions with Customer Security and promoting a secure banking environment.
- De-escalated tense interactions with upset customers by expressing empathy and actively listening to grievances, fostering a sense of appreciation for the security measures in place and facilitating prompt issue resolution.
- Directed customers through complex and technical verification processes by providing step-by-step assistance and confirming process of completion while increasing confidence in their capabilities for future tasks.
- Maintained accurate records of client intakes in electronic database system.
- Adhered to confidentiality guidelines when handling sensitive information about clients.
- Provided education about available services, benefits, rights, responsibilities, risks and benefits of treatment options.
Customer Service Representative
Alorica
11.2020 - 07.2021
- Delivered unparalleled customer service through both live chat and phone channels for a leading credit card company
- Addressed diverse account inquiries such as payments and offering technical support for transaction disputes, fraud investigations, and balance inquiries
- Maintained a thorough understanding of the company's latest products and benefits updates while proactively assisting customers with account-related concerns, ensuring optimal satisfaction and resolution.
- Resolved escalated cases and communicated results with customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Service/Sales Representative
Walmart
07.2016 - 05.2021
- Interfaced with customers on a daily to meet their needs, mastering the skills of multitasking, money handling, and overall delivering exceptional customer service experience.
Shift Leader
Murphy’s
01.2018 - 05.2018
- Charged with operating store, engaging with customers, bank deposits, inside and outside maintenance as needed
- Started off as a customer service rep and quickly got promoted to a shift lead which also gave me the ability to gain insight on leadership experience.
Education
Associate of Arts in Education -
UVa-Wise
Skills
- Confidentiality
- Performance Management
- Financial Reporting
- Active Listening
- Self Motivation
- Root Cause Analysis
- Relationship Building
- Problem-Solving Aptitude
- Analytical Skills
- Handling Complaints
- Customer Service
- Effective Communication
- Application Processing
- Organizational Skills
- Multitasking
- Oral and Written Communications
- Proficient in [Software]
Core Expertise
- Customer Relations
- Money Handling
- Live Chat
- Customer Service
- Escalation Management
- Technical Support
- Account Management
- Cold Calling
- Process Improvement
- Interviewing Techniques
Timeline
Fraud Intake Coordinator
Capital One
07.2021 - 01.2024
Customer Service Representative
Alorica
11.2020 - 07.2021
Shift Leader
Murphy’s
01.2018 - 05.2018
Service/Sales Representative
Walmart
07.2016 - 05.2021
Associate of Arts in Education -
UVa-Wise
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