Highly trained and motivated Customer Relations Specialist, Team Lead, Quality & Metrics Supervisor proudly offering 15+ years in the remote workspace 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.
Hi, I’m
LIBBY Jackson
W.
Spring hill,FL
Summary
Overview
16
years of professional experience
Work History
Apria Healthcare ServicesLake Forest, CA
OXYGEN QUALIFICATION SPECIALIST
Job overview
- Additional work experience
- Not a FT position
Capital One BankTampa, FL
FRAUD ACCOUNT SUPERVISOR/REMOTE
Job overview
- Additional work experience
- Not a FT position.
Williams-SonomaSan Francisco, CA
CALL CENTER AGENT
Job overview
- Additional work experience
- Not a FT position.
TSYS, PaymentAtlanta, GA
FRAUD DETECTION ANALYST/REMOTE
03.2022 - 10.2023
Job overview
- 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.
PSCU Financial ServicesSt. Petersburg, FL
FRAUD DETECTION AGENT/REMOTE
07.2021 - 12.2022
Job overview
- 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, Qualfon/Dialog DirectBillings, MT
AGENT
06.2020 - 02.2021
Job overview
- 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
Arise Virtual Solutions IncMiramar, FL
QUALITY TEAM LEAD
06.2016 - 09.2020
Job overview
- 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, Walgreen's PharmacyDeerfield, IL
AGENT
05.2020 - 07.2020
Job overview
- 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, CHAT & LIVE CALLS/REMOTE, Arise Virtual Solutions IncMiramar, FL
AGENT
05.2014 - 08.2016
Job overview
- 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, Arise Virtual Solutions IncMiramar, FL
AGENT & TEAM LEAD
01.2008 - 12.2014
Job overview
- Monitored & reviewed agent calls for quality audit scores
- Scheduled weekly one on one coaching 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.
Education
Saint Leo University
Bachelor of Arts from psychology
December 2023
University Overview
Pasco-Hernando State College
Associates of Arts from psychology
December 2018
University Overview
Skills
- Activity Monitoring
- Call Management
- Case Management
- Dispute Resolution
- Effective Communication
- Fraud Patterns, Fraud Detection, Fraud Identification and Fraud Anomaly Analysis
- Telephone, chat, and email Etiquette
- Verbal and Written Communication
- Presentation Tools
- Proficient in Microsoft Office, Microsoft Teams, Word, Power Point, Skype and Zoom
Interests
Additional Information - , Clubs And Volunteering
Pasco Hernando American Sign Language Association (PASLA-Club), Secretary/participant, 2016-2018
Human Services Club-PHSC, Historian/participant, 2016, 2017
The Coalition for the Homeless, Assisted with feeding the homeless, Thanksgiving 2016 (Volunteer)
The Volunteer Way, Assisted feeding the homeless
Preferred Name
Timeline
FRAUD DETECTION ANALYST/REMOTE
TSYS, Payment
03.2022 - 10.2023
FRAUD DETECTION AGENT/REMOTE
PSCU Financial Services
07.2021 - 12.2022
AGENT
INMATE CALL CENTER, Qualfon/Dialog Direct
06.2020 - 02.2021
AGENT
SAVE A TRIP PHONE, Walgreen's Pharmacy
05.2020 - 07.2020
QUALITY TEAM LEAD
Arise Virtual Solutions Inc
06.2016 - 09.2020
AGENT
AAA, CHAT & LIVE CALLS/REMOTE, Arise Virtual Solutions Inc
05.2014 - 08.2016
AGENT & TEAM LEAD
AAA/ROAD AMERICA ROADSIDE, Arise Virtual Solutions Inc
01.2008 - 12.2014
Saint Leo University
Bachelor of Arts from psychology
Pasco-Hernando State College
Associates of Arts from psychology
OXYGEN QUALIFICATION SPECIALIST
Apria Healthcare Services
FRAUD ACCOUNT SUPERVISOR/REMOTE
Capital One Bank
CALL CENTER AGENT
Williams-Sonoma
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