Judith Frederick
Senior Customer Relations
Fort Worth,Texas
Summary
Relentless professional known for working hard to determine risk levels. Self-motivated with over 15 years of customer service/ relations experience in a fast-paced work environment. Experienced expert in fraud who excels at customer service and relationship building. Skilled at problem solving and conflict resolution.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Fraud Specialist
Walmart eCommerce
Fort Worth, Texas
3 2022 - Current
- Effectively detected trends and utilized different methods to evaluate individual orders
- Maintained active listening skills to assure customer needs are meet during every interaction
- Expertise on articulating clear instruction to assist with customers understanding resolutions preventing repeat callers
- Assisted with over 50 contacts per day by properly researching and resolving customer issues
- Properly documented and maintained customer records to prevent inaccuracy on customer accounts.
Payments Specialist
Walmart eCommerce
Fort Worth, Texas
03.2022 - 08.2022
- Researched billing errors and discrepancies to initiate corrective action
- Achieved 99% accuracy on audits and QA's consistently
- Successfully deescalated supervisor calls by providing exceptional customer service and first call resolution
- Effectively communicated with customers financial institutions resolving complicated billing/refund issues
- Provided exceptional support to customers by addressing inquiries related to billing and payments in timely manner
Senior Customer Relations Team Lead
Pier 1 Imports
Fort Worth, Texas
01.2019 - 03.2022
- Tracked employee's metrics, hours and overall work performance
- Performed quality assurance /phone audits and provided healthy feedback resulting in increase of performance and 15% increase in monthly sales
- Took on additional training duties that consisted of traveling to other call centers to train new hires
- Assisted with system and device trouble shooting.
Customer Relations
Pier 1 Imports
Fort Worth, Texas
03.2014 - 01.2019
- Answered incoming calls in timely and professional manner meeting company metrics/quota
- Achieved high accuracy on audits and exceeded departments metrics
- Successfully assisted and handled customer financial/sensitive information with care
- Effectively communicated with customers and directed calls properly
- Increased companies' revenue by 10% due to upselling customers on every call.
- Assisted with managing department call volume and coordinated department schedules to maximize coverage during peak hours
Customer Relations Executive
Security Network
West Palm Beach, Florida
02.2011 - 03.2014
- Opened and tracked status on live trouble tickets to ensure service issues were resolved in timely manner
- Effectively navigated system and resolved customer issues meeting & sometimes exceeding department requirements
- Successfully deescalated calls by providing exceptional customer service and first call resolution
- Effectively maintained and managed customers contracts preventing error in customers' account
- Successfully negotiated contract renewals, maintain long term client relationships.
Education
Bachelor of Arts - Information Technology
American Intercontinental University Florida
Florida City, FL 08.2023 - Current
Skills
Proficient in Microsoft Office, including PowerPoint and Excel
Data & Trend Analysis
Time Management Expert
Results Driven
Thrive & Experience in Fast-Paced Environment
Exceptional Communication/ Oral & Written Skills
Investigation techniques
AML Compliance
Anti-Fraud Systems
Transaction monitoring
Data Analysis
Telephone and email etiquette
References
Available upon request
Timeline
Bachelor of Arts - Information Technology
American Intercontinental University Florida
08.2023 - Current
Payments Specialist
Walmart eCommerce
03.2022 - 08.2022
Senior Customer Relations Team Lead
Pier 1 Imports
01.2019 - 03.2022
Customer Relations
Pier 1 Imports
03.2014 - 01.2019
Customer Relations Executive
Security Network
02.2011 - 03.2014
Fraud Specialist
Walmart eCommerce
3 2022 - Current
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