Janell Smith
Gonzales
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
14
14
years of professional experience
Work History
Identity and Fraud Specialist
Instacart
12.2023 - 11.2024
- Drafted reports summarizing findings from investigations into potential fraudulent activities.
- Analyzed customer data and identified suspicious transactions.
- Responded quickly to customer inquiries concerning suspected fraudulent activities.
- Investigated claims made by customers regarding possible fraudulent charges or unauthorized use of their accounts.
- Developed and implemented fraud prevention strategies to reduce fraudulent activity.
- Collaborated with other departments within the organization regarding fraud prevention initiatives.
- Provided technical support in developing computer systems to detect signs of possible fraudulent activity.
- Conducted internal investigations into potential fraud cases.
- Monitored financial accounts for suspicious or unauthorized activity.
- Tracked customer service requests using ticketing systems like JIRA Service Desk, Zendesk Support Center, and Salesforce.
- Coordinated closing activities between departments ensuring deadlines were met accurately.
- Tracked project progress through use of ticketing systems like JIRA and Trello while providing status updates.
- Worked with coworkers to complete tasks.
- Generated monthly financial statements outlining total wages paid out each period.
Senior Call Center Representative
U-Haul
01.2020 - 10.2023
- Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Proficiently handled high call volumes while maintaining quality service standards.
- Monitored agent performance through real-time observation of call handling techniques, providing constructive feedback when necessary.
- Utilized effective communication skills to provide customers with solutions to their inquiries.
- Provided technical support over the phone, resolving software issues quickly using remote access tools.
- Exceeded performance metrics related to call time, quality, and customer satisfaction.
Customer Service Representative
Chase Bank
04.2015 - 01.2020
- Maintained a high level of professionalism when dealing with difficult customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Answered 15+ calls per hour, exceeding target rate by 15%.
- Utilize product knowledge and customer protocols to resolve issues efficiently and reduce wait times.
- Achieved a 97% customer satisfaction rating for continuously providing excellent customer service.
- Assisted with training and mentoring new team members.
- Assisted customers with product selection by providing detailed information about available products and services.
Call Center Agent
Cox
07.2010 - 03.2015
- Generated detailed reports regarding customer interactions on a weekly basis for management review.
- Assisted customers with basic web functions, such as unlocking and resetting passwords.
- Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Ensured customer satisfaction by following up on any unresolved issues or complaints.
- Adhered strictly to company policies and procedures related to telephone etiquette.
- Employed various computer programs such as Microsoft Office Suite tools for record keeping purposes.
- Researched customer accounts for accuracy and completeness of data.
- Identified opportunities to upsell additional products or services when appropriate.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
Education
Associate of Arts - Business
University of Phoenix
Tempe, AZ08-2025
Skills
- Account Management
- Customer Service Optimization
- Cash Handling
- Sales Expertise
- Call Center Operations
- Scripting Software
- Fraud Prevention and Detection
- Revenue Quotas
- Administrative and Office Support
- Microsoft Office
- POS Systems and Ordering Platforms
- Call Volume Analysis
- Invoice Preparation and Processing
- Issue and Complaint Resolution
- Investigate Claims
- Livechat Messaging
Timeline
Identity and Fraud Specialist
Instacart
12.2023 - 11.2024
Senior Call Center Representative
U-Haul
01.2020 - 10.2023
Customer Service Representative
Chase Bank
04.2015 - 01.2020
Call Center Agent
Cox
07.2010 - 03.2015
Associate of Arts - Business
University of Phoenix