Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jermaine Riddle

Las Vegas

Summary

Dynamic professional with a proven track record in problem-solving and conflict resolution, complemented by exceptional customer service, communication and computer skills. Committed to delivering outstanding customer service and driving sales, ensuring a consistently positive customer experience. Personable and tech-savvy, with a solid understanding of computer systems and software, ready to leverage these strengths to enhance operational efficiency and client satisfaction. Reliability and punctuality exemplify a dedicated work ethic, fostering trust and collaboration in team environments.

Overview

14
14
years of professional experience

Work History

Fraud Specialist

Bank of America
09.2023 - Current
  • Review accounts to identify any first party fraudulent activity such as credit, wire, and deposit fraud as well as ATO (account takeover). Met all performances.
  • Improved customer trust by promptly addressing and resolving reported instances of fraud.
  • Achieved high levels of accuracy in transaction processing by staying vigilant and detail oriented.

Back Office Assistant

SIEA/SCEA Sony PlayStation
03.2023 - 08.2023
  • Resolve high-priority consumer issues through strong analytical, research, and investigation skills while protecting consumer information.
  • Provide visibility to Team Leads on opportunities found in T1 Agents to guarantee a follow-up to prevent these actions from being repeated and avoid executive escalations.
  • Collaborated closely with other administrative staff members to ensure seamless coordination of essential back-office functions.

Team Member

Planet Fitness
12.2022 - 03.2023
  • Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
  • Kept work areas clean, organized, and safe to promote efficiency and team safety.
  • Maintained strict adherence to company policies and procedures while sustaining high-quality work standards under pressure.

Content Moderator

TELUS International
07.2022 - 11.2022
  • Managed the content of our website, social media channels and email marketing campaigns to ensure brand consistency across all platforms.
  • Ensured that all published content met the company's quality standards by reviewing it against a checklist of criteria.
  • Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.

Appointment Setter

Leaf Home Safety Solutions
06.2020 - 06.2022
  • Provided potential customers with information about upcoming promotions and events to acquire interest in scheduling appointment.
  • Set appointments with salespeople and potential customers.
  • Prioritized tasks efficiently to ensure all daily call quotas were met or exceeded without compromising quality of service.

Customer Loyalty Representative

Sutherland Global Group
06.2019 - 07.2020
  • Provide great customer service, identify and resolve billing grievances, provide service upgrades, exercise retention skills, retain customers with positive relationship building.
  • Implemented effective retention strategies by closely monitoring and addressing at-risk accounts.
  • Educated customers about billing, payment processing and support policies and procedures.

Member Services Representative

United Healthcare / Optum Technology
07.2018 - 06.2019
  • Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
  • Enhanced member satisfaction by providing exceptional customer service and addressing inquiries promptly.

Warehouse Production Manufacturing

Amazon fulfillment center
03.2014 - 07.2018
  • Worked effectively in fast-paced environments.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Preparing of product for customer delivery while maintaining the warehouse in a safe and orderly fashion, trained for receiving, storing, packaging, shipping dock.

Telemarketer

Midwest Publishing Inc.
08.2011 - 03.2014
  • Supported local families in crisis by advocating for needed donations.
  • Managed a high volume of calls daily while maintaining professionalism and efficiency.
  • Provide excellent service, contact businesses or private individuals by telephone in order to gain sales for goods or services, with clear communication, and product knowledge.

Education

Highschool Diploma - General Studies

Cornerstone Christian School
Chicago, IL
04-2010

Skills

  • Client support
  • Transaction analysis
  • Digital content oversight
  • Effective communication
  • Strong organizational abilities
  • Prioritization and scheduling
  • Proficient in computer applications
  • Fraud detection strategies

Timeline

Fraud Specialist

Bank of America
09.2023 - Current

Back Office Assistant

SIEA/SCEA Sony PlayStation
03.2023 - 08.2023

Team Member

Planet Fitness
12.2022 - 03.2023

Content Moderator

TELUS International
07.2022 - 11.2022

Appointment Setter

Leaf Home Safety Solutions
06.2020 - 06.2022

Customer Loyalty Representative

Sutherland Global Group
06.2019 - 07.2020

Member Services Representative

United Healthcare / Optum Technology
07.2018 - 06.2019

Warehouse Production Manufacturing

Amazon fulfillment center
03.2014 - 07.2018

Telemarketer

Midwest Publishing Inc.
08.2011 - 03.2014

Highschool Diploma - General Studies

Cornerstone Christian School

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