Lillian Brown
Cuyahoga Falls ,OH
Summary
Adept at managing high-stress situations, I excelled as a Customer Service and Fraud Representative at Concora Credit, enhancing customer loyalty and combating fraud with critical thinking and effective communication. My expertise in data entry and active listening significantly contributed to resolving disputes and preventing fraudulent activities, showcasing a blend of hard and soft skills vital for customer-centric roles.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Concora Credit
10.2007 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Fraud Representative
Concora Credit
08.2019 - 10.2024
- Provided exceptional customer service during the resolution of fraud cases, ensuring a positive experience for affected clients while maintaining company integrity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Reviewed transactions and receipts to identify any suspicious activity.
- Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Conducted research and interviews with relevant stakeholders to gather evidence and build case files.
Education
High School Diploma -
Talladega County Central High
Talladega, AL05.1996
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Microsoft outlook
Timeline
Fraud Representative
Concora Credit
08.2019 - 10.2024
Customer Service Representative
Concora Credit
10.2007 - Current
High School Diploma -
Talladega County Central High
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