Niesha Weeden

• Answer incoming 100+ customer calls and emails that require technical support
• Managed high levels of call and email flow and responded to clients technical support needs.
• Respond positively to escalated customer issues, with 48hr resolution service goal
• Engage with other lines of business as needed to meet customer needs
• Escalate support tickets to Level 3 in crucial circumstances after considerable time had been spent on individual tickets
• Supported customers with basic technical support for current and past software releases
• Identify process improvement opportunities to ensure smooth operations for internal processes as well as from customers’ perspective
• Created help desk tickets, troubleshot and resolved desktop issues.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

• Administered 150+ internal quality audits monthly and assessed results to inform corrective action measures.
• Analyzed quality and performance data to support operational decision-making.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Participated in departmental meetings to establish short- and long-term strategy.
• Created and revised procedures, checklists and job aids to reduce errors.

• Investigated Root Cause complaints and implemented improvement processes
• Identified Trends on complaints
• Analyzed concerns and defects
• Prevented replication of problems across within the business
• Provided recommendations for best practices to minimize future complaints
• Created service tickets when applicable
• Worked with peers and leadership to ensure consistencies among reps
• Identified issues, analyzed information and provided solutions to problems
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations

• Assisted 100-300 customers with knowledge of products
• Identified customer issues that needed to be resolved
• Provided customer service to insured, servicing agent and any other verified caller regarding policy benefits, verification of coverage, claims and claims information, and values
• Provided telephone translation services
• Conducted research on case by case basis to ensure requests are completed in timely manner
• Tracked customer service cases and updated service software with customer information

• Coordinated and directed daily operations of approximately 15 non-exempt employees
• Coached new team members on service techniques and provided scoring through quality assurance program
• Demonstrated ability to proactively communicate status and issues to higher leadership levels and working a more independent leadership role than a standard call center Team
• Acted as a liaison between different business units & LOBs within the organization to resolve complex customer issues, escalations and customer complaints
• Assisted representatives with manager calls
• Alleviated fraud losses to the bank and our customers
• Conducted quality reviews, and monitor daily business queues
• Performed end of year ratings with employee to ensure company goals are being met

• Interim manager of 15 fraud specialists
• Assisted with training New Hires
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
• Monitored numerous queues and alert systems to minimize financial lost to the company
• Proactively identified areas of loss and vulnerability
• Monitored team member calls for quality assurance and provided feedback
• Worked Supervisor email queue and replied to customer complaints and inquires
• Documented trends and fraud rings for management
• Prevented fraudulent credit card purchases on the company domestic and international web sites
• Conducted in-depth research to validate bookings by contacting banks, merchants, customers and suppliers via phone, email and fax
• Conducted additional research on fraudulent transactions and identify linked activity
• Ran SQL database queries to retrieve data and produce standardized reports 3

• Investigated cases of insurance and credit card fraud, which involved upwards of $250000 per case.

• Contributed to profitability of Chase and directly impacting the bottom line by retaining valued customers and minimizing credit losses resulting from fraud
• Reduced losses on credit card fraud cases by thoroughly reviewing account and transaction details for recovery opportunities
• Submitted and processed SAR's (Suspicious Activity Reports) when fraud was confirmed on an account

• Investigate and resolve discrepancies, and sensitive account issues

• Performed User Acceptance Testing

• Run Reports to check for errors within different databases

• Identification and analysis of software defects

• Analyzed large amounts of data to find patterns of fraud and anomalies

• Access various company databases Flacon, BOSS, CSP to notate and update
accounts as needed

• Reviewed account queues by loss type and analyzing accounts for irregular
activity.