Lasina Johnson
Pingree
Summary
Accomplished Fraud Analyst at Accertify, An American Express Company, with a proven track record in leveraging data analysis and effective communication to enhance fraud prevention strategies. Excelled in technical support and customer service at Verizon Wireless, boosting first-call resolution rates significantly. Skilled in billing processes and technical assistance, demonstrating a results-driven approach with a focus on customer satisfaction and operational improvements.
Overview
19
19
years of professional experience
Work History
Fraud Analyst
Accertify, An American Express Company
10.2023 - Current
- Evaluated customer data to identify and prevent fraudulent activities.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Increased accuracy in identifying fraudulent transactions by utilizing advanced data analytics techniques and software tools.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Social Media Coordinator
Verizon Wireless
03.2012 - 04.2023
- Managed daily posts across social media platforms for Twitter, Facebook, and Instagram.
- Improved customer satisfaction by promptly addressing inquiries and concerns via social media channels.
- Analyzed performance metrics to identify trends and areas for improvement in future campaigns.
- Increased customer engagement through social media.
Tier 2 Technical Support Representative
Verizon Wireless
01.2010 - 03.2012
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Delivered remote assistance for software installation, hardware configuration, network setups, and device troubleshooting tasks.
- Increased first-call resolution rates, implementing thorough diagnostic methods and tools.
- Assisted in the creation of knowledge base articles to help standardize support procedures across the organization.
Online Chat Representative
Verizon Wireless
03.2009 - 01.2010
- Managed multiple chats concurrently, ensuring timely responses while maintaining quality standards.
- Conferred with customers through web tools to provide information about products and services, implement orders, and cancel services.
- Guided customers through online shopping experiences, troubleshooted device issues, and addressed billing concerns.
Customer Service Advocate
Verizon Wireless
10.2005 - 01.2010
- Answered high volume of incoming calls, promptly addressed and resolved inquiries/issues.
- Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
- Educated customers about wireless service options and processed purchases.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
Education
Bachelor of Science - Business Management
National Louis University
Chicago, IL12.2024
Skills
- Data Analysis
- Effective verbal and written communication
- Call center experience
- Billing & payment processing
- Payroll administration experience
- Technical Support and Assistance
Timeline
Fraud Analyst
Accertify, An American Express Company
10.2023 - Current
Social Media Coordinator
Verizon Wireless
03.2012 - 04.2023
Tier 2 Technical Support Representative
Verizon Wireless
01.2010 - 03.2012
Online Chat Representative
Verizon Wireless
03.2009 - 01.2010
Customer Service Advocate
Verizon Wireless
10.2005 - 01.2010
Bachelor of Science - Business Management
National Louis University
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