Jonathon McHugh
Akron,OH
Summary
Results-driven customer service professional with a solid track record of delivering exceptional support in high-pressure settings. Demonstrated expertise in resolving intricate customer concerns, fostering lasting client connections, and offering empathetic, solution-oriented assistance. Proficient in handling customer interactions through various platforms. Background in fraud investigation and risk management bolsters critical thinking skills.
Overview
12
12
years of professional experience
Work History
Fraud Investigator
Concora Credit
10.2018 - 09.2024
- Promoted to fraud Investigator in April 2019.
- Directed timely investigation and resolution of fraud cases portfolio in line with company policies while meeting metric goals of 4 completed cases per hour.
- Provided exceptional customer service to clients affected by fraudulent activities, addressing their concerns while maintaining compliance with regulatory guidelines.
- Kept current with industry best practices and attended professional development events to maintain expertise in fraud investigation techniques.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Customer Service Representative
Huntington Bank
04.2017 - 10.2018
- Assisted customers with their banking needs and inquiries by using problem solving skills to identify customer issues quickly and accurately.
- Handled multiple points of communication with customers including phone, email and chat
- Handled more than 30 customer chats per day while chatting with multiple customers at a time
- Cross-sold appropriate products according to individual customer needs while meeting montly sales goals.
- Assisted customers with online banking services including account set up and password resets.
Customer Service Representative
Summit Advantage
09.2012 - 07.2018
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information.
- Built rapport with customers through active listening, empathy, and personalized interactions.
- Managed escalated customer issues with professionalism and empathy, ensuring swift resolution while maintaining a positive brand image.
Skills
- Customer Service Excellence
- Conflict Resolution
- Problem Solving
- Multi-chanel communication (phone, email & chat)
- CRM Systems (Sales Force, Lexus Nexus)
- Empathy & Active Listening
- Fraud Awareness & Prevention
- Accurate Data Entry
Timeline
Fraud Investigator
Concora Credit
10.2018 - 09.2024
Customer Service Representative
Huntington Bank
04.2017 - 10.2018
Customer Service Representative
Summit Advantage
09.2012 - 07.2018
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