Keith Duplessis
Phoenix,Az.
Summary
Results-oriented customer care representative with a track record of providing exceptional service and building strong customer relationships. Seeking to transition into a Governance Risk and Compliance role to leverage my skills in policy development, compliance management, and risk assessment. Possess a solid understanding of cybersecurity concepts and regulations, along with excellent communication, problem-solving, and analytical skills.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Advisor
Upgrade
01.2022 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Security Vulnerability Assessment.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Facilitated inter-departmental communication to effectively provide customer support.
Service Appointment Coordinator
SMS Assist , Aerotek Recruiting And Staffing
07.2021 - 12.2021
- Appointment setting for affiliates to service rental properties for repair
- Balanced employee availability, customer schedules and maximum load levels when scheduling appointments.
- Handled complaints and questions, and re-directed calls to other team members.
Estate Servicing Operations
Bank Of America, Adecco
07.2021 - 12.2021
- Promoted positive company and owner relationships through proactive attention to concerns.
- Analyzed and evaluated monthly and quarterly financial statements.
- Provides customer service and solutions to family of deceased.
- Communicated effectively with owners, residents and on-site associates.
- Kept properties in compliance with local, state and federal regulations.
Fraud Analyst
Bank of America via Canon Staffing
05.2017 - 11.2019
- Research and investigate possible fraud issues on customer cards and or accounts with Bank of
- America
- After research and verification release customer cards for use or reissue new cards if fraud confirmed
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Mortgage Customer Service Representative
Bank Of America , Randstad Staffing
12.2015 - 06.2016
- Research and resolve inquiries in a customer driven call center environment
- Document and maintain accurate records of calls and actions taken
- Meet key performance productivity metrics with a high emphasis on call quality.
- Recommended products to customers, thoroughly explaining details.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative
Consumer Cellular
03.2015 - 11.2015
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Troubleshoot and solve service and equipment issues
- Meet productivity, quality and punctuality standards.
- Analyzed data to provide best outcome for client.
Customer Service Representative/Tech Support (Tier II)
Verizon Wireless
09.2006 - 10.2014
- Answer 45+ inbound calls on a daily basis
- Quickly analyze customer concerns and technical issues, troubleshooting and finding solutions
- Utilize multiple internal systems and software in order to solve problems
- Successfully completed all ongoing training and certification requirements.
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Updated documentation and produced reports.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Monitored systems in operation and input commands to troubleshoot areas.
- Patched software and installed new versions to eliminate security problems and protect data.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Education
High School Diploma -
Junipero Serra High School
Gardena, CACertificate - PCI Compliance Foundation
Qualys Training
Online01.2023
Skills
- Corporate Processes and Procedures
- Technical Support and Assistance
- Program Management
- Regulatory Compliance
- Quality Control Policies
- Program Leadership
- Data Collection
- Quality Assurance Evaluation
Timeline
Senior Customer Service Advisor
Upgrade
01.2022 - Current
Service Appointment Coordinator
SMS Assist , Aerotek Recruiting And Staffing
07.2021 - 12.2021
Estate Servicing Operations
Bank Of America, Adecco
07.2021 - 12.2021
Fraud Analyst
Bank of America via Canon Staffing
05.2017 - 11.2019
Mortgage Customer Service Representative
Bank Of America , Randstad Staffing
12.2015 - 06.2016
Customer Service Representative
Consumer Cellular
03.2015 - 11.2015
Customer Service Representative/Tech Support (Tier II)
Verizon Wireless
09.2006 - 10.2014
High School Diploma -
Junipero Serra High School
Certificate - PCI Compliance Foundation
Qualys Training
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