Justin Blair
Newport News,VA
Summary
Customer Service Specialist, Team Manager, and Fraud Intake & Prevention Expert bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Proven abilities in team building and management, while maintaining a strong passion and successful career in fraud prevention across multiple lines of business.
Overview
16
16
years of professional experience
Work History
High Value Fraud Intake Specialist
Capital One
Newport News, VA
09.2019 - Current
- Entered data, generated reports, and produced tracking documents
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Evaluated customer data to identify and prevent fraudulent activities.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Team Leader & Development Coach
Alorica
Newport News, VA
07.2014 - 09.2019
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Gathered, organized and input information into digital database.
Client Services Specialist
Hampton Inn And Suites
Newport News, VA
07.2011 - 07.2014
- Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.
- Maintained clean and neat shuttle for passenger comfort.
- Assisted passengers with luggage and other items, loading and unloading with care.
- Followed applicable traffic regulations and traffic laws.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Handled requests for extra linens, toiletries and other supplies.
- Maintained spaces with routine upkeep and basic repairs, coordinating with management on more advanced needs.
Store Manager
Subway Restaurants
Newport News, VA
06.2008 - 07.2014
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
Education
High School Diploma -
Warwick High School
Newport News, VA06.2008
Skills
- Customer Service and Assistance
- Account Management
- Inbound and Outbound Calling
- Quality Assurance
- Fraud Investigation
- Claims Processing
- Call Center Operations
- Coaching and Mentoring
- Attention to Detail
Timeline
High Value Fraud Intake Specialist
Capital One
09.2019 - Current
Team Leader & Development Coach
Alorica
07.2014 - 09.2019
Client Services Specialist
Hampton Inn And Suites
07.2011 - 07.2014
Store Manager
Subway Restaurants
06.2008 - 07.2014
High School Diploma -
Warwick High School