Kellie Borelli
Wilmington,NC
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
28
28
years of professional experience
Work History
Fraud Prevention Representative
Verizon
10.2020 - 11.2025
- Managed large volume of inbound calls from internal and external customers pertaining to fraud prevention.
- Analyzed customer accounts and orders to identify and prevent fraudulent activities.
- Identified phishing, social engineering, account manipulation and identity theft.
- Conducted investigations into suspicious transactions, ensuring compliance with internal policies.
- Provided chat support to our external vendor representatives.
- Handled customer escalations from senior leadership.
Financial Services Representative
Verizon
04.2006 - 10.2020
- Managed large volume of inbound calls daily from internal and external customers pertaining to the account balance.
- Placed outbound calls to collect payment on delinquent accounts to protect service.
- Negotiated payment arrangements to avoid service interruption.
- Processed payments to avoid interruption of service and to reconnect service.
- Educated customers on automatic payment option to lower bill and avoid being late.
Customer Service Representative
Verizon
02.1998 - 06.2005
- Answered high volume of inbound calls from internal and external customers pertaining to bills.
- Assisted customers with billing questions, explained charges, and ways to reduce the bill.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Delivered clear, empathetic communication to de-escalate conflicts and ensure positive customer experiences.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Trained new representatives on company policies, procedures, and best practices.
Education
Bachelor of Arts - Psychology
Eastern Connecticut State University
Willimantic, CT05-1996
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Google Suites
- Virtual collaboration
- Time management
- Adaptability
- Interpersonal skills
- Conflict resolution
Timeline
Fraud Prevention Representative
Verizon
10.2020 - 11.2025
Financial Services Representative
Verizon
04.2006 - 10.2020
Customer Service Representative
Verizon
02.1998 - 06.2005
Bachelor of Arts - Psychology
Eastern Connecticut State University