Nixon John

Work on fraud cases, such as transaction fraud, ID theft, high-risk fraud cases, etc.

Sometimes, taking fraud and dispute calls.

* Handles transaction disputes.

Experience in taking chats and calls.

Complete knowledge of fraud and disputes.

• Investigated and analyzed complex financial transactions for evidence of fraud.
• Reviewed customer accounts, documents, and electronic records to detect suspicious activities.
• Prepared detailed reports on investigations into suspected fraudulent activities.
• Remote (Work from Home)

• Sony PlayStation Process.
• Assisting players with their consoles over the phone.
• Troubleshooting.
• Assisting with network issue.
• Providing hardware solutions to players over chat.
• Greeted customers and identified their needs.
• Provided information about products and services available to customers.
• Provided technical expertise to customers on the Sony PlayStation.
• Answered customer inquiries regarding product specifications, usage and compatibility.
• Troubleshot hardware and software issues with the Sony PlayStation.
• Resolved escalated customer service issues related to Sony PlayStation.
• Created detailed reports documenting any findings from troubleshooting activities relating to the Sony PlayStation.

• Capital One Credit Card process.
• Assisting agents with the process.
• Floor Coordinator.
• Enrolled in Development Program for Team Lead.
• Two-time Rising Stars as Floor Support.
• Providing process training.
• Resolved disputes over billing errors, or unauthorized charges.
• Provided guidance to customers on how to use their credit cards responsibly and effectively.
• Assisted customers with payment plans, and other special arrangements, as needed.
• Maintained accurate records of customer interactions and transactions.
• Provided customer service to cardholders by responding to inquiries, resolving complaints, and providing guidance on product features.
• Processed payments, balance transfers, account updates, and other transactions accurately and efficiently.
• Investigated suspected fraudulent activities, and reported suspicious activity to the appropriate departments.

• Adopted an approach and communication strategy to assist overseas customers with their orders and returns.
• Serviced customers through multiple communication methods: email, chat, and phone.
• Trained new front-line agents in LOB.

• Helped customers troubleshoot issues with various home appliances.
• Chosen as one of three associates to take the supervisor call because of my best performance.
  

QA Team Member.

• Trained and supported new team members, maintaining a culture of collaboration.
  Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
• Served as a liaison, facilitating communication between management and associates. Approached each problem with a fresh mind and analytical strategies to quickly resolve concerns.
• Listening to the agent's calls.
• Analyzing quality based on quality parameters.
• Providing feedback.
• Assigned as the team SME (Subject Matter Expert).
• Floor Coordinator.
• In charge of handling a team.
• Providing feedback and training.