Mario Hall
Columbia,SC
Summary
Dedicated customer service professional with a proven track record of success in enhancing team performance and achieving corporate goals. Known for exceptional attention to detail and a proactive approach, consistently delivering results in fast-paced environments. Committed to optimizing processes and workflows to benefit team dynamics and overall efficiency.
Overview
15
15
years of professional experience
Work History
Disputes Resolution Representative (EFS)
Velera
Saint Petersburg, USA
10.2020 - Current
- Analyzed and resolved urgent concerns daily, ensuring effective problem resolution.
- Handled complex inquiries from diverse financial entities.
- Processed chargebacks, pre-arbitrations, and formal arbitrations on VISA and MasterCard fraud platforms
- Prioritized workloads effectively to maintain SLA adherence and service excellence.
- Maintained detailed knowledge of association and regulatory rules to help diagnose sophisticated chargeback or compliance cases and to assist in the research, analysis and resolution of those cases
- Attained certification to validate closure of high-value cases up to $10,000.
- Provided training to numerous newly recruited EFS investigators on case review and necessary communication with cardholders
Front Desk/Night Audit
Cloverleaf Suites
Dublin, USA
02.2019 - 04.2020
- Processed arrivals and departures for hotel guests
- Executed cash and credit card transaction procedures.
- Responded to guest complaints and emergencies
- Generated daily revenue summaries for departmental review.
- Performed after-hours maintenance, security, and housekeeping duties as needed
Fraud Investigations Team Coach/Supervisor (Call Center)
Discover Financial Services
New Albany, USA
04.2017 - 03.2020
- Improved team performance and developed agents by utilizing reports to monitor cases worked
- Handled escalated calls
- Designed and implemented team tracking tools measuring case audits, call quality, compliance and employee performance, ensuring improved accuracy
- Motivated agents through individual and team recognition
- Displayed innovation and collaboration, working with peers to develop training for Fraud investigations agents on their impact to the department and company
- Cultivated strong relationships by handling escalated customer situations
- Adhered to regulation Z to mitigate risk to bank
- Processed chargebacks, pre-arbitrations, and formal arbitrations on Discover card platforms
- Led a team of 25+ over 2 different locations
Senior Investigations Lead
Discover Financial Services
New Albany, USA
11.2015 - 03.2020
Customer Service Manager
Wal-Mart Superstore
Westerville, USA
11.2010 - 10.2016
- Provided fast and friendly customer service while adhering to policy and procedures of the front-end
- Provided change for cashiers, prepared cash registers, and performed register audits throughout the store
- Coordinated with the management on the initiatives that help improve customer service
- Handled and resolved any POS system issues
- Managed a team of 40+ cashiers, customer service associates, and cart pushers
- Issued receipts, refunds, credits, or change due to customers
- Established or identified prices of goods, services or admission, and tabulated bills using calculators, cash registers or optical price scanners
- Set as an example for other employees by practicing proper protocol, such as proper lifting techniques and removal of spills and debris from register
Fraud Prevention Representative
Discover Financial Services
New Albany, USA
08.2015 - 11.2015
Senior Collections Representative
Discover Financial Services
New Albany, USA
03.2014 - 08.2015
Education
Criminal Justice
Louisiana State University
true05-2028
High School Diploma -
Centennial High School
Columbus, OHSkills
- Orion
- Microsoft Office Suite
- LexisNexis
- Innovis
- ServiceNow
- Security Payment Review System
- Image viewer
- Softpro
- FOCUS
- Tealeaf
- FirstTrack
- Actone
- Visa Resolve Online
- MasterCard connect
- CardPro
- CasePro
- Investigative techniques
- Regulatory compliance
- Client relationship building
- Attention to detail
- Case management
Awards
- Pinnacle of Excellence, 2017
- Excellence Award Winner
- 2016
- 2018
Personal Information
Willing To Relocate: True
Timeline
Disputes Resolution Representative (EFS)
Velera
10.2020 - Current
Front Desk/Night Audit
Cloverleaf Suites
02.2019 - 04.2020
Fraud Investigations Team Coach/Supervisor (Call Center)
Discover Financial Services
04.2017 - 03.2020
Senior Investigations Lead
Discover Financial Services
11.2015 - 03.2020
Fraud Prevention Representative
Discover Financial Services
08.2015 - 11.2015
Senior Collections Representative
Discover Financial Services
03.2014 - 08.2015
Customer Service Manager
Wal-Mart Superstore
11.2010 - 10.2016
Criminal Justice
Louisiana State University
High School Diploma -
Centennial High School