Summary
Overview
Work History
Education
Skills
Timeline
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LaQuinta Merritt

Summary

Knowledgeable and dedicated customer service professional with extensive experience in financial industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

4
4
years of professional experience

Work History

Customer Experience Specialist

US Bankcorp
12.2022 - Current
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.

Fraud Specialist

FIS Global
09.2021 - 11.2022
  • 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.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.
  • Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.

Education

GED -

Lone Star College
Houston, TX

Skills

  • Teamwork skills
  • Multitasking Abilities
  • Excellent communication
  • Problem resolution
  • Call center operations

Timeline

Customer Experience Specialist

US Bankcorp
12.2022 - Current

Fraud Specialist

FIS Global
09.2021 - 11.2022

GED -

Lone Star College

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