Jalakia M. Dixon
Call center Agent
Farmville,NC
Summary
Dynamic call center agent with over five years of experience delivering exceptional customer service through various communication channels, including telephone, messaging, email, and face-to-face interactions. Proficient in utilizing major software applications to effectively manage customer complaints while consistently maintaining a positive and friendly demeanor. Innovative technology professional with a strong track record of enhancing systems and aligning technical solutions with business objectives. Demonstrated success in leading projects from inception to completion, significantly contributing to organizational growth and overall success.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Fraud specialist
TSYS-Global payments
04.2022 - 06.2024
- Taking calls from customers responding to fraud alerts or those who have identified themselves that they are a victim of fraud.
- Referrals received from management on accounts with suspicious activity.
- Conducted a thorough investigation on each account to determine if there is suspicious activity, and if so, what type and proceed with reporting my findings back to management.
- Bank Fraud Reg E team where I would review the customer reported unauthorized activity and determine if we will require more information from the customer or if we have enough to proceed with providing a permanent credit.
- Responsible for working with the merchant in question to determine if a chargeback is warranted.
- Requires paying extremely close attention to every detail, making sure regulations and policies are met with zero defects.
- Collect source data such as customer names, addresses, phone numbers, credit card information for over 1000 customers and enter data into risk management software.
- Able to resolve product or policy issues while also sharing the advantages of new technology. up to date on rapidly changing technology to provide outstanding support, develop proactive issue resolutions, and share the benefits of new technologies
- Tracking and monitoring illegal transactions on financial accounts with authorization of the account owner's knowledge
- Troubleshoot visa tokens
- Managed client record
- Provided fraud and service information
- Identifies fraudulent transactions using various research methods.
- Block and Transfer
- Credit cards / Debit cards accounts
Fraud Prevention Specialist (SST)
Intuit
11.2021 - 04.2022
- Troubleshoot accounts
- Answer tax calls and help with issues
- Provided Installation, upgrade and support of web, database, and application services.
- Performed data entry for customer
Cashier
Bojangles
04.2017 - 07.2018
- Credit cards, checks, gift cards, and coupons were all processed by me. Immediately informed the manager of any accidents, injuries, or unsafe working conditions.
- Keep checkout areas clean and orderly, as well as perform other cleaning tasks such as mopping floors and emptying trash cans.
- Trained team members to work as cashiers in accordance with company policies and procedures.
- Processed new orders quickly and accurately, completing daily transactions.
- Used cash registers and POS systems to request and record customer orders and compute bills.
- Counted cash in the register drawer to keep the register balanced at the start and end of each shift.
- Efficiently & accurately processed many transactions. stocking merchandise.
- Handled POS transactions such as checks, cash, credit card purchases, and refunds.
- Kept well-stocked cashier lanes and store shelves to promote strong sales. Answered questions about store policies and concerns to support positive customer experiences.
- Ensure accuracy by replenishing the cash and coins required for transactions.
- Handled customer complaints and took the necessary steps to resolve their problems.
- Earned customer loyalty by interacting with them in a friendly manner and remembering their orders.
- Totaled the amount owed, collected payments, and printed receipts to process transactions.
Education
Diploma - General Studies
Farmville Central High School
Farmville, NC06.2018
Skills
- Sales
- Cash handling
- Customer service
- Microsoft Excel
- Technical support
- Transaction monitoring
- Anti-fraud systems
- Investigation techniques
- Fraud prevention
- Internal controls
- Cybersecurity awareness
- Evidence collection
- Banking operations
- Transaction review
- Call management
- Verbal and written communication
- Banking regulations
- Communication skills
- Evidence preparation
- Forensic accounting
- Negotiation skills
- Irregularity reporting
- Quantitative skills
- Regulatory compliance
- Evidence organization
- Financial data analysis
- Business consulting
- Professional demeanor
- Litigation support
- Process improvement
- Detail-oriented
- Data interpretation
- Conflict resolution
- Interpersonal communication
- Risk assessment
- Continuous improvement
- Written communication
- Reliability
- Report preparation
- Professionalism
- Interpersonal skills
- Task prioritization
- Analytical skills
- Crisis management
- Project management
- Report writing
- Relationship building
- Analytical thinking
- Adaptability
- Public speaking
- Financial crimes
- Problem-solving aptitude
- Attention to detail
- Team building
- Organizational skills
- Active listening
- Team collaboration
- Critical thinking
- Financial reporting
- Adaptability and flexibility
- Time management abilities
- Self motivation
- Decision-making
- Excellent communication
- Financial statement analysis
- Multitasking Abilities
- Multitasking
- Problem-solving abilities
- Investigation documentation
- Time management
- Problem-solving
- Legal knowledge
- Insurance confirmation
- Ethical standards
- Investigative techniques
- Pattern detection
- Transaction analysis
- Fraud patterns
- Risk level determination
- Service delivery support
- Fault tracing & correction
- Account information review
- Fraud identification
- Fraud and anomaly analysis
- VIP customer support
- Trained in [software]
- Detection models
- Trend analysis
- Dispute resolution
- Activity monitoring
- Financial modeling
- Fraud detection
- Data analysis
- Procedure review
- Case management
- Telephone and email etiquette
- Effective communication
Timeline
Fraud specialist
TSYS-Global payments
04.2022 - 06.2024
Fraud Prevention Specialist (SST)
Intuit
11.2021 - 04.2022
Cashier
Bojangles
04.2017 - 07.2018
Diploma - General Studies
Farmville Central High School