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
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
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