JUDE Laibhen
Hutto,TX
Summary
Cheerful and upbeat professional with a proven track record of exceeding customer service expectations. Demonstrates composure and maintains a calm demeanor in high-pressure situations, effectively minimizing customer dissatisfaction through prompt acknowledgement, clear communication, and targeted problem-solving. Highly skilled at adapting to changing priorities and working collaboratively with cross-functional teams to drive organizational success.
Overview
11
11
years of professional experience
Work History
Trust & Safety New Associate
Accenture Inc (Google-Contractor)
06.2021 - Current
- Review, classify and/or remove content according to client guidelines, using specific tools and channels to ensure safety of platform for all audiences .
- Investigate, resolve, and relay complex content issues to broader Trust and Safety team.
- Review content for intellectual property violations.
- Assess authenticity of account ownership and optimize algorithms to identify fraudulent accounts.
- Validate payment platform transactions to meet regulatory requirements.
- Attend weekly meetings to calibrate and remain updated on changing client policies and guidelines.
- Participate in continuous training programs and work-group discussions for optimal development in the role with purpose of keeping our communities safe.
HelpDesk Support Specialist
EStrategy Solutions Inc,
10.2019 - 05.2021
- Manage multiple tasks and priorities including good time management skills.
- Provide reactive technical support to approximately 80 customers per day through, phone, chat and email channels.
- Optimized help-desk workflows by identifying areas for improvement and implementing necessary changes.
- Reduced help-desk backlog by consistently meeting or exceeding established response time targets, resulting in increased user satisfaction reviews.
Technical Support -Contractor
E-Team (Apple -Contractor)
02.2018 - 05.2018
- Demonstrate customer empathy, excellent customer diplomacy skills, and problem ownership, went 'above and beyond' to provide magical support - personable, winsome, and disarming demeanor.
- Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation procedures.
- Maintained high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Payment Operations Specialist
NetSpend
11.2016 - 03.2018
- Provided in depth support to external banks, internal and external clients, customers, and stakeholders in regards to ACH Payment related inquiries and EFT issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike while maintaining 3:34 AHT.
- Managed quality communication with operations team, customer support and product representation to create and maintain positive relationship with clients on behalf of NetSpend.
- Assisted partners with billing and transaction questions, marketing and promoting debit card services.
- Established strong working knowledge of various payment systems/platforms used within organization for seamless navigation between tasks.
- Demonstrated strong organizational skills, prioritize workload and work efficiently with minimal supervision.
Order Support Specialist I
Adecco Staffing (Apple Inc. -Contractor)
08.2015 - 08.2016
- Worked under aggressive schedule to ensure work lists are responded to within SLA.
- Identified and developed creative solutions to handle complex support issues and prioritized escalations in first call resolution to enhance customer satisfaction.
- Exhibited critical thinking through reviewing and analyzing simple - complex blocked Card Not Present in orders to detect fraudulent activity and shipping investigation issues, determining appropriate next steps.
- Processed incoming requests from customers for changes in shipment disbursement: package reroutes, address corrects, hold-for-pickup or return to sender and follow-up to keep customers informed.
- Effectively educated and provided feedback to 15 new hires at Apple.
- Translated email responses and initiated callbacks in French Canadian.
Customer Service Representative
Chasesource/ TxTag
11.2014 - 08.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Open/close accounts and made appropriate changes per customer's request.
- Received and processed electronic payments over the phone and documented each call.
Administrative Assistant
Austin Recovery Rehabilitation center
08.2013 - 05.2014
- Answering multi-lines phone system, organized meetings, and gave property tours to future clients.
- Met with families, clients and payer sources to complete financial packets for new admissions.
- Documented client admission information in appropriate program records while maintaining confidentiality of sensitive information through HIPPA law.
- Actively promoted open communication between admissions and medical staff to ensure successful admissions and client satisfactory.
- Monitor clients during non-structured intervals, promoting and ensuring client safety at all times.
- Perform administrative, clerical and housekeeping duties as assigned.
Education
High School Diploma -
Sheeler High School
Orlando, FL12.2010
Skills
- Customer service-focused
- Proactive
- Team Player
- Flexible/Reliable
- Analyst
- Proficient in MS Office Suite
- Office Management; Scheduling Copying/Filing and Data entry
Accomplishments
- Implemented team-building and wellness activities that was adopted across all teams in the company.
- Received merit raises and awards for strong attention to detail, exemplary customer service and team player attitude.
Languages
Haitian Creole
French
Timeline
Trust & Safety New Associate
Accenture Inc (Google-Contractor)
06.2021 - Current
HelpDesk Support Specialist
EStrategy Solutions Inc,
10.2019 - 05.2021
Technical Support -Contractor
E-Team (Apple -Contractor)
02.2018 - 05.2018
Payment Operations Specialist
NetSpend
11.2016 - 03.2018
Order Support Specialist I
Adecco Staffing (Apple Inc. -Contractor)
08.2015 - 08.2016
Customer Service Representative
Chasesource/ TxTag
11.2014 - 08.2015
Administrative Assistant
Austin Recovery Rehabilitation center
08.2013 - 05.2014
High School Diploma -
Sheeler High School
References
Upon Request
References
Upon Request
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