Leilani Stevens
Jacksonville,FL
Summary
Accomplished Customer Service Supervisor at Step Up For Students, adept in fostering team collaboration and enhancing service quality through effective problem-solving and leadership. Skilled in data analysis and Microsoft Office, significantly improved customer satisfaction by swiftly resolving escalated issues. Expert in fraud detection, contributing to robust fraud prevention strategies at Verizon Wireless.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Step Up For Students
12.2023 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Fraud and Risk Analyst
Verizon Wireless
02.2021 - 01.2023
- Detected fraudulent activities by conducting thorough investigations and analyzing transactional data.
- Collaborated with cross-functional teams to develop comprehensive fraud prevention plans.
- Leveraged statistical models to identify high-risk transactions, optimizing resources towards areas requiring enhanced scrutiny.
- Reviewed customer accounts for unusual activity or patterns indicative of potential fraud risks, flagging concerns for further investigation.
Education
High School Diploma -
First Coast Highschool
Jacksonville, FL06.2018
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Handling Escalations
- Quality Assurance
- Data Entry
- Microsoft Office
Timeline
Customer Service Supervisor
Step Up For Students
12.2023 - Current
Fraud and Risk Analyst
Verizon Wireless
02.2021 - 01.2023
High School Diploma -
First Coast Highschool
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