Kashius Moore-Robinson
Richmond,VA
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
13
13
years of professional experience
Work History
Senior Phone Banker
Wells Fargo
12.2023 - Current
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Handled over 70 incoming telephone calls, emails and chat requests.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Calculated fees due, interest and change for customer transactions.
- Assisted customers with banking needs and inquiries.
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
Senior Technical Expert
T-Mobile
01.2019 - 08.2023
- Created innovative solutions to meet changing market demands and future growth plans.
- Implemented process improvements to smooth development cycle and increase collaboration.
- Developed new network hardware with advanced features and improved performance.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Assisted in development of system security protocols.
Fraud Account Intake Supervisor
Capital One
10.2011 - 11.2018
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk.
- Worked with third-party vendors to access and analyze data and systems.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Education
Associate of Science - Nursing
J Sargeant Reynolds Community College
Richmond, VA01.2025
Skills
- Troubleshooting Network Issues
- Product Integration
- Data Analytics
- Mobile Devices
- Customer Inquiries
- Maintenance Requests
- Technical Analysis
- Load and Stress Testing
- Policy Enforcement
- Safety Procedures
- Customer Service
- Quality Control
- Fraud Detection
Timeline
Senior Phone Banker
Wells Fargo
12.2023 - Current
Senior Technical Expert
T-Mobile
01.2019 - 08.2023
Fraud Account Intake Supervisor
Capital One
10.2011 - 11.2018
Associate of Science - Nursing
J Sargeant Reynolds Community College
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