Mateki Fahina
Customer Service & Call Center Specialist
Gilbert,AZ
Summary
Customer service and call center professional with 8+ years of experience in fraud investigation, account management, and client support. Skilled in handling high-volume calls, resolving complex issues, and working with sensitive data while delivering top-tier customer experiences.
Overview
8
8
years of professional experience
Work History
Front Desk Receptionist
Extended Stay America
07.2025 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Fraud Specialist
Alorica (apple Card)
10.2021 - 10.2024
- Assisted customers with Apple Card accounts, payments, and login issues.
- Investigated fraud cases and coordinated with law enforcement on identity theft reports.
- Answered overflow calls from multiple departments.
- Improved customer trust by promptly addressing and resolving reported instances of fraud.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
Customer Service Representative
Progrexian
03.2020 - 08.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Security Metrics
02.2018 - 12.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Call Center Customer Service Representative
National Med Transportation
03.2017 - 05.2018
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Education
Dewey Acadamy High School
Oakland, CaSkills
Fraud Investigation
Inbound/Outbound Call Handling
Payment Processing
PCI Compliance
Conflict Resolution
Sales Support
Data Entry
Microsoft Office
Timeline
Front Desk Receptionist
Extended Stay America
07.2025 - Current
Fraud Specialist
Alorica (apple Card)
10.2021 - 10.2024
Customer Service Representative
Progrexian
03.2020 - 08.2020
Customer Service Representative
Security Metrics
02.2018 - 12.2019
Call Center Customer Service Representative
National Med Transportation
03.2017 - 05.2018
Dewey Acadamy High School