Flora Cluggish
Fort Lauderdale,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
38
38
years of professional experience
Work History
Customer Service Representative
Teleperformance
01.2024 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information records and open credit cards fraud claims.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Fraud Analyst
Wells Fargo Bank
09.2007 - 09.2023
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Produced detailed reports of fraud investigations and presented findings to senior management.
Bank Teller
First Union, Wachovia, Wells Fargo
01.1986 - 09.2007
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
Education
Cooper City High School, 1981
Cooper City, FLSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Compliance Awareness
- Client Confidentiality
- Transaction Processing
- Money handling abilities
Accomplishments
- 2016 Earned top employee performance.
Timeline
Customer Service Representative
Teleperformance
01.2024 - Current
Fraud Analyst
Wells Fargo Bank
09.2007 - 09.2023
Bank Teller
First Union, Wachovia, Wells Fargo
01.1986 - 09.2007
Cooper City High School, 1981
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