Johnathon Lewis
Las Vegas,NV
Summary
Adaptable and passionate fraud and customer support leader with years of experience. Demonstrated ability to work hard in order to achieve customer success, reduce risk, and resolve issues efficiently and effectively. Skilled in conflict resolution and communication, with a track record of exceeding customer satisfaction goals.
Overview
9
9
years of professional experience
Work History
Customer Operations Manager
DraftKings
Las Vegas, NV
03.2022 - Current
- Streamlined customer service workflows by automating routine inquiries and improving response times for escalated issues.
- Optimized ticketing systems (Zendesk) and CRM software to manage and track customer interactions and inquiries
- Assisted customers with account setup, payment reviews, navigation, and troubleshooting technical issues via email, live chat, and social media.
- Developed relationships with key clients, maintaining ongoing communication and support.
AML Alert Analyst
World Remit
Remote
08.2018 - 03.2022
- Resolved 80% of customer disputes related to transaction monitoring.
- Improved customer inquiry response time by 40%.
- Developed a customer-friendly communication template for notifying users about suspicious activity linked to their accounts.
- Assisted in creating a support guide to assist the customer service team in addressing common queries related to AML investigations.
AML Compliance Analyst
Frost Bank
Remote
04.2015 - 08.2018
- Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
- Verified identity, reviewing transaction records, or obtaining necessary documentation for compliance purposes with clients.
- Reviewed customer interactions and transactions to identify potential compliance risks or areas for improvement.
- Offered guidance to customers on how to navigate the organization’s policies and procedures.
Education
Pro Tools Diploma - Business
MediaTech Art Institute
Austin, TX01-2016
Certification: Computer Science - Computer Science
Aiken Technical College
South Carolina05-2015
Skills
- Customer Service
- Customer Relations
- Zendesk/Salesforce
- Software Expertise (Microsoft Office)
- Data Analysis
- Remote Communication (Slack, Zoom, Teams)
- Data Entry
- Multitasking
- Adaptability
- Problem Solving
Timeline
Customer Operations Manager
DraftKings
03.2022 - Current
AML Alert Analyst
World Remit
08.2018 - 03.2022
AML Compliance Analyst
Frost Bank
04.2015 - 08.2018
Pro Tools Diploma - Business
MediaTech Art Institute
Certification: Computer Science - Computer Science
Aiken Technical College