James Fochive
Lancaster,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Retention Customer Service
TruGreen Lawn Care
02.2023 - 11.2023
- Proactively engage with existing customers through inbound and outbound channels to build and strengthen relationships.
- Managed average 45 incoming calls, emails and faxes per day from customers.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
- Answered constant flow of customer calls with minimal wait times.
- Worked closely with other departments as needed to resolve complex customer issues efficiently.
- Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
Chargeback Analyst
Robinhood
06.2020 - 02.2022
- Enhanced fraud detection by implementing advanced chargeback prevention strategies and tools.
- Reduced financial losses from chargebacks by closely monitoring transactions and identifying suspicious activity.
- Collaborated with cross-functional teams to develop comprehensive fraud prevention policies and procedures.
- Exceeded performance metrics for chargeback resolution timeframes and customer satisfaction scores on a consistent basis.
- Handled day-to-day accounting processes to drive financial accuracy.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Reconciled company bank, credit card and line of credit accounts, investigating and resolving discrepancies to keep accounts audit-ready.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Waiter
Olive Garden
09.2018 - 02.2020
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
- Kept server areas clean and stocked to increase efficiency while working tables
- Stayed up-to-date on menu changes to help customers make food choices
- Remained calm and poised when dealing with difficult customers or during busy shifts
- Used cash registers and credit card machines to cash out customers.
- Reduced order errors by double-checking tickets before sending them to the kitchen staff for preparation.
- Complied with all company policies regarding uniform standards, punctuality, and professionalism.
- Increased repeat business by cultivating relationships with customers and providing memorable dining experiences.
French Customer Service Advisor
Amazon.com, Inc. Or Its Affiliates
07.2017 - 02.2020
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- 'Managed approximately 50-80 incoming calls per day from customers.
- Boosted sales revenue with upselling techniques and comprehensive product knowledge.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed and updated databases to handle customer data.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Education
No Degree - Business Administration
Lancaster Bible College
Lancaster, PA07.2022
Associate Of Business administration -
Pensacola State College
Pensacola, FL01.2019
High School Diploma -
Piper High School
Fort Lauderdale, FL06.2016
Skills
- Training Development Aptitude
- Microsoft Office Suite
- Team Development
- Computer Proficiency
- Product Sales
- Recordkeeping Strengths
- Problem Resolution
- CRM Software
- Technical Support
- Paperwork Processing
- Critical Thinking
- Complaint Resolution
Languages
French
Full Professional
Timeline
Retention Customer Service
TruGreen Lawn Care
02.2023 - 11.2023
Chargeback Analyst
Robinhood
06.2020 - 02.2022
Waiter
Olive Garden
09.2018 - 02.2020
French Customer Service Advisor
Amazon.com, Inc. Or Its Affiliates
07.2017 - 02.2020
No Degree - Business Administration
Lancaster Bible College
Associate Of Business administration -
Pensacola State College
High School Diploma -
Piper High School
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