MARIAH DILLON
Linthicum Heights,MD
Summary
History of excellence as an IT professional, oriented at customer satisfaction with experience in Cyber Security. Target at improving customer experience while maintaining a thorough understanding of the industry's technical framework. Performed vulnerable testing, risk analyses and security assessment. Knowledgeable and sensitive of multicultural diversity with outstanding oral and written skills. An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
SOCIAL SECURITY ADMINISTRATION
09.2018 - Current
- Provide customer service by answering inbound calls, making outbound calls to customers and/or service providers, and responding to emails
- Data entry of customer and account information and transactions
- Service accounts by investigating problems and finding resolutions to create a positive customer experience
- Update account information and complete appropriate documentation
- Reconcile accounts and discrepancies causing interruption in the receipt of monthly benefits.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Sr. Fraud Analyst- Super Agent
BANK OF AMERICA
09.2016 - 09.2018
- Review customer credit card accounts for prevention and detection of possible fraud occurrences
- Conducted In-depth research and analysis of account activity to assess levels of risk and fraud type
- Took appropriate action based on transaction characteristics of greater complexity
- Performed back office functions related to research and resolution of fraudulent activity
- Assessed the level of risk and made decisions which directly impact customer experience and risk to BOA
- Reviewed and analyzed accounts and customer situations that may require differentiated treatment or specialized resolution
- Initiated non-fraud claims for both debit and credit cards and investigated claims for resolution
- Maintains internal operational policy and procedures.
- Reduced fraud losses by implementing advanced data analytics techniques and monitoring tools.
- Enhanced fraud detection capabilities through continuous improvement of risk models and decision systems.
IT/Helpdesk Support
STATE OF MARYLAND-XEROX
07.2015 - 09.2016
- Served as the first point of contact for customers seeking technical assistance over the phone or email
- Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
- Enhanced customer satisfaction by efficiently resolving technical issues and providing timely support.
- Handled 50-100 inbound and outbound calls daily in a call center environment
- Interacted with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again
- Performed remote troubleshooting through diagnostic techniques and pertinent questions
- Resolved more complex issues escalated by Customer Service Specialist- Level 1
- Dispute claims and performed conflict resolution for clients.
Education
Bachelor of Science - Cyber Security Technology
University of Maryland Global Campus
Associate of Arts - Computer Studies
University of Maryland Global Campus
05.2024
Certificate - Cyber Threat Hunting
University of Maryland of Global Campus
05.2024
Skills
- Network/Information Security
- Outstanding Customer Service
- Dispute Resolution
- Software Development
- Vulnerability Management
- Cyber Security Training
- Malware Analysis
- Firewalls/Linux
- Public Trust Clearance
- Strategic Planning & Execution
- Disaster Recovery
- Cybersecurity best practices
Skills - Technology
Microsoft Windows 8, Microsoft Office Suite (Word, Excel, Access), Fax, Copier, Shredder, Laminator, POS, 65 WPM
Personal Information
Title: IT/Cyber Security Professional
Timeline
Customer Service Representative
SOCIAL SECURITY ADMINISTRATION
09.2018 - Current
Sr. Fraud Analyst- Super Agent
BANK OF AMERICA
09.2016 - 09.2018
IT/Helpdesk Support
STATE OF MARYLAND-XEROX
07.2015 - 09.2016
Bachelor of Science - Cyber Security Technology
University of Maryland Global Campus
Associate of Arts - Computer Studies
University of Maryland Global Campus
Certificate - Cyber Threat Hunting
University of Maryland of Global Campus