Krystal-Kay Jackson
San Antonio,TX
Summary
To obtain and retain all the knowledge I have along with what I’ve learned to better your company and myself.
Dedicated and focused individual who excels at prioritizing the completion of multiple tasks simultaneously. Committed to delivering high quality results with little to no supervision. Energetic, organized, and very professional.
Highly professional fraud prevention expert with proven track record in safeguarding organizations from fraudulent activities. Extensive experience in conducting thorough investigations and implementing effective strategies. Known for collaborative approach and ability to adapt to changing situations while maintaining high standards of integrity. Skilled in data analysis and risk management.
Overview
10
10
years of professional experience
Work History
Fraud Specialist
JP Morgan Chase
11.2022 - Current
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Conducted thorough investigations into suspected fraudulent activities, resulting in timely resolution of cases.
- Reduced instances of fraud by implementing comprehensive detection and prevention strategies.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Customer Service Representative
Wells Fargo Bank
10.2021 - 11.2022
- Help customer with their daily balance and their account activities
- Help customer accessing their online profile
- Helping customers with their fraud problem
- Provide accurate and appropriate information in response to customer inquiries
- Helping the family members of account owners who have passed away
- Deescalating all escalated calls
Customer Service Representative
Spectrum
10.2019 - 01.2021
- Properly directed inbounds calls in phone queues to improve call flows
- Made reasonable procedures exceptions to accommodate escalated customer requests
- Provide accurate and appropriate information in response to customer inquiries
- Make sure to get the job done in a reasonable time frame
- I was also very fortunate to be a part of the A-Team where we send out daily activity to our fellow coworkers
Customer Service Representative
One Touch Direct
10.2017 - 01.2019
- Properly directed inbounds calls in phone queues to improve call flows
- Made reasonable procedures exceptions to accommodate escalated customer requests
- Provide accurate and appropriate information in response to customer inquiries
- Worked with upper management to improve customer satisfaction
Cashier / Stocker
Dollar Tree
07.2017 - 09.2017
- Assisted customers with items ready for checkout
- Maintained shelves and restocked as necessary
- Assisted with store stock delivery and checked in items
Technician / Customer Service
Flow Cable Company
05.2015 - 06.2016
- Assisted with the installation of cable services
- Helped diagnose internet connection issues
- Assisted with initial setup of router / cable box
Education
Associate Degree - Computer Repair, Comptia, Computer Programming
Institute of Advanced Technology
06.2017
Certificate - Computer Programming
Moneague College
05.2015
High School Diploma -
Oracabessa High, St Hilda’s Diocesan High
Jamaica 05.2013
Skills
- Preparing documents
- Quick to learn new computer applications/ Programs
- Hands on
- High performance
- Flexible tasks
- Flexible scheduling
- Microsoft Office
- Typing (54-56 WPM)
- Customer interaction
- Patient
- Hardworking
- Disciplined
- Pleasant personality
- Respectable
- Self-control
- Attentiveness
- Empathy
- Effective listening
- Positive attitude
- Persuasiveness
- Creativity
- Determined
- Effective communication
Internship
Intern, NIS – Port Maria, 09/01/13 to 10/01/13, Performed general office tasks such as filing papers., Repacking files., Typed up NIS Cards.
Timeline
Fraud Specialist
JP Morgan Chase
11.2022 - Current
Customer Service Representative
Wells Fargo Bank
10.2021 - 11.2022
Customer Service Representative
Spectrum
10.2019 - 01.2021
Customer Service Representative
One Touch Direct
10.2017 - 01.2019
Cashier / Stocker
Dollar Tree
07.2017 - 09.2017
Technician / Customer Service
Flow Cable Company
05.2015 - 06.2016
Certificate - Computer Programming
Moneague College
Associate Degree - Computer Repair, Comptia, Computer Programming
Institute of Advanced Technology
High School Diploma -
Oracabessa High, St Hilda’s Diocesan High
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