JUWAN WEAVER
Locust Grove,GA
Summary
Experienced customer support professional with over 5 years of experience while delivering exceptional support in fast-paced environments. Skilled at resolving complex issues, managing high volume inquiries, and maintaining positive customer relationships. Strong communication and problem-solving abilities with a focus on customer satisfaction and loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Fanduel
02.2023 - Current
- Handled inquiries via live chat and email for account and regulatory inquiries
- Ensured adherence with sports betting regulations for financial transactions, betting and promotions
- Delivered personal outreach while increasing customer engagement
- Collaborated with risk, payments, and promotions teams to expedite resolutions
- Resolved technical problems and provided troubleshooting steps with mobile and website tools to ensure seamless access
Participant Services Representative
Empower Retirement
05.2021 - 02.2023
- Supported retirement plan participants via inbound calls.
- Accurately processed loans, withdrawals, contribution changes, and rollovers.
- Provide technical support for the mobile app and website navigation.
- Processed general account changes as requested.
- Educated participants on plan updates and changes
Collections Specialist
Bank of America
06.2018 - 05.2021
- Initiated outbound calls to discuss delinquent credit card accounts and negotiated payment plans
- Utilized established scripts to ensure timely and accurate responses, and leveraged extensive knowledge of credit policies and assistance programs.
- Improved outreach for delinquent accounts, enhanced recovery rates, and decreasing outstanding balances.
- Leveraged extensive knowledge of credit policies and assistance programs.
Customer Service Representative
Truist Bank
11.2016 - 05.2018
- Received 70+ inbound calls regarding account information, fraudulent transactions and claim statuses
- Delivered technical troubleshooting for online and mobile banking access
- Provided clear guidance through the claim and dispute process
- Enhanced team efficiency through team collaboration while implementing best practices across the team
Education
High School Diploma -
Morristown Hamblen High School East
Skills
- CRM Systems (Salesforce, HubSpot, Zendesk)
- Detail Oriented
- Team Collaboration
- Communication Skills
- Problem Resolution
- Empathy
- Outbound Calling
- Objection Handling & Negotiation
- Microsoft Office Programs
- Omnichannel Support (Phone, Email, Chat, SMS)
- Time Management
- Metric Driven
- Technical Troubleshooting
- Interpersonal Skills
Timeline
Customer Service Representative
Fanduel
02.2023 - Current
Participant Services Representative
Empower Retirement
05.2021 - 02.2023
Collections Specialist
Bank of America
06.2018 - 05.2021
Customer Service Representative
Truist Bank
11.2016 - 05.2018
High School Diploma -
Morristown Hamblen High School East
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