IESHIA VANN
Chillicothe,OH
Summary
Results-oriented professional with a strong dedication to delivering exceptional customer experiences. Seeking a challenging role in a dynamic organization where exceptional communication skills and problem-solving abilities can contribute to overall company success. Committed to providing outstanding service and authorized to work in the US for any employer.
Overview
11
11
years of professional experience
Work History
Fraud Specialist
Gap Inc.
08.2024 - 12.2024
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Identified trends in fraudulent activities through data analysis, which informed updates to anti-fraud strategies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Collaborated with cross-functional teams to develop and implement effective anti-fraud policies.
- Oversaw daily fraud monitoring activities, ensuring continuous protection for customers.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Managed approximately 30 plus incoming calls, emails and faxes per day from customers.
Resolution Coordinator III
Walmart
06.2023 - 04.2024
- Served as subject matter expert in dispute resolution, providing guidance and training to new hires on best practices.
- Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within organization.
- Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
- Utilized advanced problem-solving skills to address unique challenges faced during resolution process, resulting in satisfactory outcomes for all parties involved.
Shift Manager
Taco Bell
01.2022 - 02.2023
- Maintain sanitation, health and safety standards in work areas
- Stock and restock workstations and display cases
- Take food and drink orders and receive payment from customers.
- Assess staffing needs and recruit staff using methods such as newspaper advertisements or attendance at job fairs.
- Coordinate assignments of cooking personnel to ensure economical use of food and timely preparation.
- Monitor food preparation methods, portion sizes and garnishing and presentation of food to ensure that food is prepared and presented in an acceptable manner
- Establish standards for personnel performance and customer service
- Count money and make bank deposits
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
Visitation Supervisor
Sojourners Care Network
01.2022 - 01.2022
- Keep records or prepare reports for owner or management concerning visits with clients
- Maintain case history records and prepare reports
- Advocate for clients or patients to resolve crises
- Provide information or refer individuals to public or private agencies or community services for assistance
- Monitor, evaluate and record client progress according to measurable goals described in treatment and care plan
- Developed strong rapport with diverse clientele by demonstrating cultural competence and sensitivity towards each family's unique background and needs.
- Supported parents in developing appropriate parenting skills by offering guidance, modeling behavior, and sharing resources during visits.
- Managed challenging situations during visitations effectively, utilizing conflict resolution skills and sound judgement to maintain a safe environment for all participants.
Customer Service Representative
TELETECH
01.2020 - 04.2020
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
- Processed and verified customer transactions, including deposits, withdrawals, and loan payments
- Assisted customers with opening new accounts, explaining account features and benefits
- Identified opportunities to cross-sell banking products and services to customers
- Collaborated with team members to meet branch sales goals on a monthly basis
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Teleperformance
01.2018 - 01.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Fire Control Specialist
Department of Defense, United States Army
10.2013 - 08.2016
- Fire Control Support Maintains direct and general support and/or repairs laser ranger finders
- Performs battlefield damage assessment and repair
- Supervises lower grade soldiers and provides technical guidance to the soldiers to diagnose and troubleshoot malfunctions in fire control systems and related equipment at the direct and general support maintenance level
Education
Bachelor's degree - Social Work
Walden University
Minneapolis, MN12.2024
Skills
- Program Management
- Social Work
- Project management
- Negotiation
- Military Experience
- Microsoft Outlook
- Fraud prevention
- Anti-fraud systems
- Cybersecurity awareness
- Transaction monitoring
- Assertiveness
- De-escalation techniques
- Conflict resolution skills
- Deductive reasoning
Timeline
Fraud Specialist
Gap Inc.
08.2024 - 12.2024
Resolution Coordinator III
Walmart
06.2023 - 04.2024
Shift Manager
Taco Bell
01.2022 - 02.2023
Visitation Supervisor
Sojourners Care Network
01.2022 - 01.2022
Customer Service Representative
TELETECH
01.2020 - 04.2020
Customer Service Representative
Teleperformance
01.2018 - 01.2020
Fire Control Specialist
Department of Defense, United States Army
10.2013 - 08.2016
Bachelor's degree - Social Work
Walden University
Similar Profiles
Tina PamnaniTina Pamnani
Lead Retail Sales Associate at Gap Inc.Lead Retail Sales Associate at Gap Inc.
Janardhan Deo RellaJanardhan Deo Rella
Staff Software Engineer at Gap Inc.Staff Software Engineer at Gap Inc.
Jennifer EngJennifer Eng
Senior Project Manager —North America, Gap Outlet at GAP Inc.Senior Project Manager —North America, Gap Outlet at GAP Inc.