Ericka Redd-Butler

• Developed summaries to assess each client's participation level and determine targets for follow-up plans.
• Presented clients with various product and service options to meet individual demands.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Managed over 50 customer calls per day.

Conduct comprehensive analysis of current brand identity and positioning as well as target audiences and competitor landscape
Develop statistical models for evaluating impact of different marketing tactics
Work closely with company executives and high-level managers to create strategic brand positioning, actionable market plan, and rollout plan with key performance indicators
Work with senior managers in delivery of client engagements and associated outputs, supporting team in day-to-day client management, project management, and development of high-quality deliverables
Work with team to establish future-facing insights, implications, and recommendations; deliver advice, and identify and solve problems

• Receive underlying facts of complaints
• Determine appropriate solutions
• Delivers response to customers
• Client Tech Support Rep
• Cardholder intake reviews, chargeback right validation, cardholder follow-up, case submission
• Provisional credit issuance and letter creations, close out pkg prep, FW+ support
• Handles merchant disputes
• Corresponds to customers, banks, and credit card companies
• Analyzing and Filing disputes based of provided information
• Document and close fraudulent Case's

• Evaluated customer data to identify and prevent fraudulent activities.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Tracked fraud cases and monitored trends to develop strategies for prevention.
• Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
• Established and maintained positive working relationships with external law enforcement agencies to support fraud investigations.
• Contacted customers directly to notify of fraudulent activity and minimize impacts.

• Assisted supervisor tracking and training objectives identify by Quality Assurance

Tele- Research Quality Assurance

• Assesses strength and weakness for improvement in team mates job and makes appropriate needs for training

Assures the quality of the database is met for the customer and teammates and up to company standards

• Implemented in developing of works instructions and standard operating procedures
• Express Update Senior Associate
• Provided strong team building, collaboration, and communication skills obtained through hands on management style
• Effectively communicating issues and recommending strategies and tactics to enable team performance
• Single point contact with customer and onsite for resolving issues with stiff deadlines