LIBBY Jackson
Spring Hill,FL
Summary
Highly trained and motivated Customer Relations Specialist, Team Lead, Quality & Metrics Supervisor proudly offering 15+ years in the remote industry navigating various call center roles. Offering relentless commitment to finding solutions, taking on new challenges, and being adept at working effectively unsupervised while quickly mastering new high-level tasks.
Overview
16
16
years of professional experience
Work History
Fraud Detection Analyst/Remote
TSYS/Global Payment
Atlanta, GA
03.2022 - 10.2023
- Managed only credit card accounts for 5/3 Bank. Verified transactions, confirmed fraud, blocked/unblocked cards & sent out OTP's for secure verification.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity; responded quickly and accurately to inquiries from customers related to suspected fraudulent activity.
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within business portfolio.
- Served as primary contact for fraud claim inquiries. Monitored customer accounts for any suspicious or unauthorized activity.
Fraud Detection Agent/Remote
PSCU Financial Services
St. Petersburg, FL
07.2021 - 12.2022
- Managed debit and credit card accounts for over 100 credit unions, verifying charges, confirming fraud, blocked/unblocked cards & sent out OTPs for secure verification.
- Developed customer relationships and ensured satisfaction with services and maintained accurate records of all customer interactions, process customer accounts and file documents.
- Utilized computer systems for tracking, information gathering and and or troubleshooting.
- Attended team meetings regularly to discuss updates on products, services and policies changes.
Inmate Call Center Phone & Chat Agent/Remote
Qualfon/Dialog Direct (short term due to a death)
Billings, MT
06.2020 - 02.2021
- Processed inmate debit calling accounts by email, chat, & phone
- Managed inmate calling accounts by assisting relatives by placing funds on inmate phone accounts. Created & process payments for new & existing accounts via chat and calls.
- Basic troubleshooting techniques to assist w/ failed calls. Provided technical support to customers through live chat and email.
- Gathered customer information, identified underlying issues, and provided appropriate solutions.
Roadside Agent, Quality Team Lead, Metrics Sup.
Arise Virtual Solutions Inc./Remote
Miramar, FL
06.2016 - 09.2020
- Processed emergency roadside calls as an agent for several years.
- As a Team Lead/Quality & Metrics Supervisor; Monitored & reviewed agent calls for quality audit scores.
- Used audit sheets & compared standard checklists to review recorded & live calls.
- Held one on one coachings w/ agents for quality/metric corrections as Quality & Metrics Supervisor.
Save A Trip Phone/Chat Agent/Remote (contract end)
Walgreen's Pharmacy
Deerfield, IL
05.2020 - 07.2020
- Processed patient prescriptions via chat & phone access.
- Provided prescription support to customers through live chat and email.
- Created new accounts for new members. Updated existing patient accounts.
- Enrolled & Unenrolled patients for Save A Trip program.
AAA/Agero Roadside Agent, Chat & Live Calls/Remote
Arise Virtual Solutions Inc.
Miramar, FL
05.2014 - 08.2016
- Assisted customers in extreme, frustrating, and intense situations, allowing me to use soft, coaching skills to resolve their untimely breakdowns. Provided customer service to clients through phone and email communication.
- Exercised interpersonal skills to easily connect with customers who were distressed or upset while remaining calm and professional
- Able to use coaching skills and provide resolutions when customers needed specific direction concerning their breakdowns or safety
- Managed up to 3 chats at once to assist w/ breakdowns. Responded promptly to customer inquiries and complaints in a professional manner.
AAA/Road America Roadside Agent & Team Lead
Arise Virtual Solutions Inc.
Miramar, FL
01.2008 - 12.2014
- Monitored & reviewed agent calls for quality audit scores.
- Scheduled weekly one on one coachings w/ agents to improve quality scores/metrics.
- Used listening/coaching skills and call control to assist frantic customers and deescalate frustrating and unfortunate situations by helping to resolve. Developed customer relationships and ensured satisfaction with services.
- Ensured customers safety by asking probing, helpful questions regarding their breakdown and taking necessary steps to provide services.
- Showed empathy during each call. Responded promptly to customer inquiries and complaints in a professional manner.
Call Center Agent/Remote
Williams-Sonoma
San Francisco, CA
- Additional work experience. Not a FT position.
Fraud Account Supervisor/Remote
Capital One Bank
Tampa, FL
- Additional work experience. Not a FT position.
Oxygen Qualification Specialist/Remote
Apria Healthcare Services
Lake Forest, CA
- Additional work experience. Not a FT position.
Education
Bachelor of Arts in psychology -
12.2023
Associates of Arts in psychology -
12.2018
Skills
- Activity Monitoring
- Call Management
- Case Management
- Dispute Resolution
- Effective Communication
- Fraud Patterns, Fraud Detection, Fraud Identification and Fraud Anomaly Analysis
- Telephone and Email Etiquette
- Verbal and Written Communication
- Presentation Tools
- Proficient in Microsoft Office, Microsoft Teams, Word, Power Point, Skype and Zoom
Additional Information - Clubs And Volunteering
- Pasco Hernando American Sign Language Association (PASLA-Club), Secretary/participant, 2018, 2019
- Human Services Club-PHSC, Historian/participant, 2016, 2017
- The Coalition for the Homeless, Assisted with feeding the homeless, Thanksgiving 2016
- The Volunteer Way, Provided services by creating and passing out food care packages to the homeless, 2018
Preferred Name
Libby
Interest
Seeking Remote employment as a Team Lead/Quality & Metric Supervisor/Customer Service Relations team member.
Resume
In closing, I am thrilled at the possibility of being considered for a role with your company. I would love the opportunity to meet and discuss the value that I can bring to the company. I appreciate your consideration and I look forward to hearing from you.
~Libby Jackson~
Timeline
Fraud Detection Analyst/Remote - TSYS/Global Payment
03.2022 - 10.2023
Fraud Detection Agent/Remote - PSCU Financial Services
07.2021 - 12.2022
Inmate Call Center Phone & Chat Agent/Remote - Qualfon/Dialog Direct (short term due to a death)
06.2020 - 02.2021
Save A Trip Phone/Chat Agent/Remote (contract end) - Walgreen's Pharmacy
05.2020 - 07.2020
Roadside Agent, Quality Team Lead, Metrics Sup. - Arise Virtual Solutions Inc./Remote
06.2016 - 09.2020
AAA/Agero Roadside Agent, Chat & Live Calls/Remote - Arise Virtual Solutions Inc.
05.2014 - 08.2016
AAA/Road America Roadside Agent & Team Lead - Arise Virtual Solutions Inc.
01.2008 - 12.2014
Saint Leo University - Bachelor of Arts in psychology,
Pasco-Hernando State College - Associates of Arts in psychology,
Call Center Agent/Remote - Williams-Sonoma
Fraud Account Supervisor/Remote - Capital One Bank
Oxygen Qualification Specialist/Remote - Apria Healthcare Services
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