Keyshla Figueroa

Investigate, identify, and resolve potential fraudulent activities related to user identity verification via Support, Zendesk and fraud analytic systems. Providing exceptional customer service during sensitive situations involving identity theft or account compromise while preserving customer trust in the company's security measures. Former General Support Representative. Former Document Reviewer.

Created, maintained, and updated training resources which includes job aides, training manuals, handouts and Powerpoint presentations. Assisted call center agents with inquiries, provided side-by-side training and mentoring to new hires. Assisted with special projects, such as QA scoring and outgoing mail. Former Team Lead. Former CSR.

Assisted with Marketplace enrollment and application process. Advised and educated consumers on benefits. Experienced with multiple systems, such as NGD and CCO learning.

Balanced registers, managed deposits and daily inventory. Set schedules for over 30 employees by planning and designating shifts and hours. Cross-trained employees to effectively run front-end and back-end positions.