Jani Rodgers
Jacksonville,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Bank Of America
10.2022 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
Fraud Specialist
Citibank
05.2019 - 10.2022
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Evaluated customer data to identify and prevent fraudulent activities.
- Developed and implemented procedures to detect and prevent fraud.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Conducted forensic analyses of financial records to identify fraudulent activity and accurately report findings.
Emergency Road Service Dispatcher
GEICO
08.2016 - 04.2019
- Developed and implemented customer service policies and procedures.
- Utilized customer feedback to improve customer service.
- Scheduled and organized delivery routes.
- Monitored and tracked dispatch communication systems.
- Tracked and monitored vehicle performance and maintenance.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
Education
Associate of Arts - Mass Communications
Fort Valley State University
Fort Valley, GA05.2015
Skills
- Chat Support
- Email Support
- Information Security
- Scheduling
- Account Updating
- Data Entry
- Call Management
- Attention to Detail
- Analytical Skills
- Customer Service
- Decision Making
- Problem Solving
Timeline
Customer Service Representative
Bank Of America
10.2022 - 10.2023
Fraud Specialist
Citibank
05.2019 - 10.2022
Emergency Road Service Dispatcher
GEICO
08.2016 - 04.2019
Associate of Arts - Mass Communications
Fort Valley State University
Similar Profiles
Nicholas ShakanNicholas Shakan
Vice President, Portfolio Manager at Bank of America Private BankVice President, Portfolio Manager at Bank of America Private Bank
Anne MilneAnne Milne
Managing Director - Global Head EM Credit Research at Bank of AmericaManaging Director - Global Head EM Credit Research at Bank of America
Samantha DempseySamantha Dempsey
Fraud Servicing Representative at Bank of AmericaFraud Servicing Representative at Bank of America
Yaquelin GuevaraYaquelin Guevara
Relationship Manager Business Owner Specialist at Bank Of AmericaRelationship Manager Business Owner Specialist at Bank Of America
TAMARA JOHNSONTAMARA JOHNSON
Case Manager at Taylor Day Grimm & BoydCase Manager at Taylor Day Grimm & Boyd