Summary
Overview
Work History
Education
Skills
Timeline
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MICAH JOLLEY

MICAH JOLLEY

Jacksonville,FL

Summary

Extremely hard working employee with exceptional communication and multi-tasking ability. Proven success providing high-quality customer service in fast-paced, high-stress environments. Consistently provided excellent communication skills focused on client satisfaction. Recognized as driven, dedicated, and hardworking. Detail-oriented team player with strong organizational skills. Seeking a full time position that offers professional challenges and growth within the company.

Overview

6
6
years of professional experience

Work History

Fraud Ops Specialist

Citi
02.2022 - Current
  • Performed risk assessments to determine level of fraud risk and prioritize investigations
  • Evaluated customer data to identify and prevent fraud
  • Coached and trained staff on fraud prevention techniques to increase awareness and reduce risk
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues
  • Handled customer inquiries courteously and professionally
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Contacted customers directly to notify of fraudulent activity and minimize impacts
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Fine Dining Server

Fogo De Chao
10.2017 - 01.2022
  • Learned and utilized extensive knowledge to enhance clients experiences
  • Resolved client and employee complaints to maintain complete customer satisfaction and workforce effectiveness
  • Applied communication and problem-solving skills to resolve customer complaints and promote long-term loyalty
  • Displayed enthusiasm and promoted Customer service to clients, successfully increasing referrals and walk-in business
  • Handled clients requests courteously and professionally
  • Actively listened to clients, handled concerns quickly and escalated major issues to supervisor
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs

Education

College Preparatory Diploma -

Providence High School
Jacksonville, FL
05.2015

Bachelor of Business Administration -

Florida State College
Jacksonville, FL
05.2026

Skills

  • Excellent written and verbal communication skills
  • Proven relationship building and customer service skills
  • Able to effectively communicate with empathy and compassion working with clients
  • Excellent time and case management skills
  • Positive attitude and ability to work in team environment
  • Professional demeanor
  • Excellent listening skills
  • Ability to communicate at professional level
  • Hard working, self motivated, and self managed
  • Consistently provides attention to detail to ensure accuracy
  • Proven critical thinking and problem solving skills
  • Ability to work in fast paced environments with risk mitigation

Timeline

Fraud Ops Specialist

Citi
02.2022 - Current

Fine Dining Server

Fogo De Chao
10.2017 - 01.2022

College Preparatory Diploma -

Providence High School

Bachelor of Business Administration -

Florida State College

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MICAH JOLLEY