Jamerica Hood
Dallas,TX
Summary
Conscientious Customer success specialist with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
7
7
years of professional experience
Work History
Customer Success Specialist/Fraud Specialist
Wells Fargo
Westlake, TX
11.2021 - Current
- Delivering a best-in class customer experience while adhering to work guidelines,policies and regulations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Excelling in a fast paced, collaborative environment that requires accuracy, multitasking and effective communication
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- verifying or identifying transactions to detect or prevent financial crime activities in order to mitigate risk or recover losses
- provide assistance to victims of identity theft
Quality Assurance Auditor
Neiman Marcus
Dallas, TX
10.2018 - 10.2021
- Completed timely quality reports highlighting deficiencies and recommending corrective actions.
- Delivered third-party audit services at client locations, keeping operations in compliance with regulatory requirements and ISO standards.
- Trained and reviewed work of junior personnel on departmental responsibilities.
- Compared quantity, quality and labeling of customer orders to check accuracy and completeness.
Member Service Specialist
Teladoc
Lewisville, TX
02.2015 - 09.2018
- Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
- Delivered functionality assistance via phone and online service platforms.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Provided excellent customer care by responding to requests, scheduling virtual visits
Education
High School Diploma -
Lancaster High School
Lancaster, TX05.2015
Skills
- Creative problem solving
- Customer Account Management
- Issue and Complaint Resolution
- Order and Refund Processing
- Efficient and Detail-Oriented
- De-escalation Techniques
- Verbal and Written Communication
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Data Entry and Maintenance
- Dispute Resolution
- Fraud detection
Timeline
Customer Success Specialist/Fraud Specialist
Wells Fargo
11.2021 - Current
Quality Assurance Auditor
Neiman Marcus
10.2018 - 10.2021
Member Service Specialist
Teladoc
02.2015 - 09.2018
High School Diploma -
Lancaster High School
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