LaTavia Johnson
McKinney
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Senior Fraud Specialist II
JPMorgan Chase
10.2020 - Current
- Provided expert guidance on developing policies and procedures related to fraud management.
- Assisted in the development of innovative solutions for combating identity theft and account takeover attempts.
- Investigated complex fraud cases, leading to successful identification and prosecution of offenders.
- Played an instrumental role in driving cultural change around fraud awareness throughout the organization.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Contact Center Representative
Capital One
01.2018 - 10.2020
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Provides accurate, valid, and complete information to customers by using correct methods and procedures
- Managed approximately 45 incoming calls per day.
Charge Entry Specialist
Asurion
Las Vegas
01.2016 - 01.2018
- Processed charge entries using electronic health record systems (AMD)
- Review claims to ensure proper coding and documentation
- Assisted with researching denied claims and preparing appeals when necessary.
- Verified patient information for accuracy and completeness.
- Collaborated with billing department to resolve discrepancies.
Education
High School Diploma -
Sierra High School
San Bernardino, CA06.2005
Skills
- Ethics and integrity
- Transaction monitoring
- Fraud prevention
- Telephone and email etiquette
- Effective communication
- Critical thinking
- Call center experience
- Complaint resolution
- Professional telephone demeanor
- Customer satisfaction measurement
- Scheduling
- Microsoft PowerPoint
- Quality control
- Live chat support
Personal Information
Timeline
Senior Fraud Specialist II
JPMorgan Chase
10.2020 - Current
Contact Center Representative
Capital One
01.2018 - 10.2020
Charge Entry Specialist
Asurion
01.2016 - 01.2018
High School Diploma -
Sierra High School