LYRIC ANDREWS
Urbana
Summary
An expert in customer service with 7+ years of related experience and advanced de-escalation skills. Always looking for ways to improve productivity and customer satisfaction with exceptional service. Hardworking professional experienced in field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.
Overview
7
7
years of professional experience
Work History
Bank Fraud Investigator
Discover Bank
Riderwood
10.2022 - Current
- Investigated fraudulent transactions and identified suspicious activity patterns.
- Analyzed customer data to detect potential fraud risks and vulnerabilities.
- Executed identity verification processes for account holders.
- Recognized by management for providing exceptional customer service.
- Provided insights on emerging fraud trends to enhance preventive measures.
- Investigated and documented suspicious financial activity.
Customer Service Representative
Ohio Department of Job and Family Services
Columbus
03.2021 - 10.2022
- Assisted applicants with applying for the unemployment program assistance.
- Reached out to employers and references to check applicant's answers and collect additional information.
- Compiled and evaluated the personal and financial histories of applicants to verify the completeness and accuracy of the information provided.
- Informed individuals about the eligibility requirements, applications processes and payment procedures for the benefits program.
Internet & Phone Repair Agent
Spectrum
Columbus
11.2018 - 01.2021
- Completed more than 40 calls per day by following scripts and maintaining good call control.
- Communicated with customers via phone, email, and chat and helped customers to navigate the company's website to open new accounts and troubleshoot internet/phone issues with current accounts.
- Consulted with customers to understand their desires and suggest the best packages to meet their needs.
- Performed administrative support functions such as processing payments and reconciling accounts.
Education
High School Diploma -
East High School
Columbus, OH 08.2015 - 06/2017
Skills
- Call Control
- Communication
- Problem Solving
- Leadership
- Time Management
- Adapt to all environments
- Collaboration
- Critical Thinking
Timeline
Bank Fraud Investigator
Discover Bank
10.2022 - Current
Customer Service Representative
Ohio Department of Job and Family Services
03.2021 - 10.2022
Internet & Phone Repair Agent
Spectrum
11.2018 - 01.2021
High School Diploma -
East High School
08.2015 - 06/2017