Lakesha Upchurch
Hagerstown,MD
Summary
Service-focused Customer service expertise bringing over 20 years of unparalleled skills in customer relations, task prioritization, and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions, and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
6
6
years of professional experience
Work History
Fraud/Disputes Specialist
TSYS Call Center
06.2022 - Current
- Adhered to department processes, procedures and goal expectations for case investigations.
- Kept up to date on industry information, system changes, network rules and compliance issues.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Fraud/Disputes Specialist
Fiserv
01.2021 - 04.2022
- 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.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
Night Audit/Front Desk
Ramada
08.2020 - 01.2021
- Responded to customer inquiries with patience and positivity to establish an excellent first impression.
- Connected callers with appropriate professionals, departments, or businesses.
- Operated switchboard and routed incoming calls to appropriate departments.
Lead Mobile Expert
OSL
02.2020 - 07.2020
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Submitted reports to senior management to aid in business decision-making and planning.
Team Leader
Market Source
10.2017 - 02.2020
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Frequently inspected production area to verify proper equipment operation.
Education
High School Diploma -
Corliss High School
Chicago, IL06.1996
Skills
- Billing Procedures
- Employee Evaluation
- Staff Training
- Report Preparation and Analysis
- Customer Service
- Data Entry
- Accounts Payable and Accounts Receivable
- Selling Advertising
- Problem Resolution
- Product Knowledge
- Resolving Disputes
- Service Delivery
- Customer Feedback
- Settlement Agreements
- Customer Satisfaction
- Managing Defaults
- Ethical Standards
- Customer Needs Assessments
- Information Updates
- Customer Complaint Resolution
- Account Verification
- Past Due Account Management
- Customer Interaction
- Validating Data
- Financial Records
- Call Control
- Efficient Sales Transactions
- CSS Knowledge
- Performance Goals
- Project Requirements
- Performance Feedback
- Customer Accounts Management
- Knowledge Base
- Customer Care
- Financial Services
- Special Orders
- Personnel Management
- Ability to Be Flexible
- Customer Order Fulfillment
- Customer Loyalty
- Merchandise Labeling
- Effective Problem-Solving
- Guest Services
- Call Volume Analysis
Timeline
Fraud/Disputes Specialist
TSYS Call Center
06.2022 - Current
Fraud/Disputes Specialist
Fiserv
01.2021 - 04.2022
Night Audit/Front Desk
Ramada
08.2020 - 01.2021
Lead Mobile Expert
OSL
02.2020 - 07.2020
Team Leader
Market Source
10.2017 - 02.2020
High School Diploma -
Corliss High School
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